Dixons Carphone outsources call centres to keep up with competitors

Dixons Carphone crop

Dixons Carphone has partnered with a “world leader” in customer service operations in a bid to increase its customer satisfaction score and improve cost efficiency.

Dixons Carphone will be outsourcing its contact centre operations to Webhelp – “a world leader” in customer service – with no redundancies set to be made. 

The decision to outsource the operations comes after falling behind its “competitors and best in class” in customer satisfaction scores. Despite the customer service team reducing call wait time by 10% and abandoned calls by 14% Dixons Carphone still “lags some way behind”. 

In a memo seen by Retail Week, the electrical retailer said: “We’ve chosen to partner with Webhelp, a world leader in this space, to take on most of our contact centre operations at Sheffield and Preston. We plan to move colleagues in the in scope teams in Sheffield and Preston over to Webhelp, who will continue to work helping Dixons Carphone customers.

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