John Lewis Direct outsources call centres
By Miya Knights,
John Lewis has announced it is to outsource 250 call centre jobs from its Direct customer service and fulfilment function.
John Lewis Direct (JLD) has signed a three-year, multi-million pound deal with contact centre operator, beCogent.
The deal will see the outsourcer take over all customer contact enquiries and the management of order processes for the web and catalogue division of the department store retailer.
This latest deal follows an original agreement with beCogent, signed two years ago to add to its outsourced Direct call centre capacity.
John Lewis was not available for comment at the time of writing, but at the announcement of the original engagement Vicky Lovell, JLD customer services operations manager said the move would help the multichannel retailer better deal with surges in demand and improve customer service processes and procedures.
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