UK’s retailer, has selected Sitel to provide technical support for all electricals customers across the UK from Sitel’s contact centre in Exeter.
The retailer selected Sitel after a competitive pitch because Sitel had experience working with a number of other international blue chip leaders in the electronics space, demonstrating a proven track record in design and delivery of efficient support processes that offered John Lewis the balance of cost whilst retaining quality of customer service.
Sitel has also been a valuable partner throughout eight years of service on John Lewis’s free 90-day software support team.
Officials with Sitel said that with the company’s solution, John Lewis has benefited from a bespoke CRM system created and managed from the company to centralise all new customer purchasing and after-sales information.
“In searching for a contact centre provider, it was critical that we find a partner that could make the John Lewis brand come to life in an outsourced environment. It was our highest priority that there be no change to the perception of customer service or brand experience despite moving the operation off-site,” said Lesley Ballantyne, director of operational development, retail operations at John Lewis.
Ballantyne said that Sitel brings significant experience in customer care for electronics and innovative ideas for improving the customer experience.
“We’re confident this partnership will give greater flexibility for our customers whilst retaining our high customer service standards,” he said.
Tim Schuh, general manager, Northern EMEA at Sitel said that in today’s competitive retail landscape, customer care is paramount to maintaining customer loyalty.
Schuh said that John Lewis has the highest standard of customer care and the company understands the decision to outsource any part of the customer experience is not taken lightly.
“We feel strongly that we can not only deliver the best possible aftercare experience to John Lewis electricals customers, but we can do so in a way that is cost productive for the company,” he said.
Sitel is a business process outsourcing “BPO” call centre provider.
Source:-http://outbound-call-center.tmcnet.com/topics/outbound-call-center/articles/103850-john-lewis-selects-sitel.htm
