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News : Redundancies Possible as Wilko to Outsource Customer Service Operations

#contactcenterworld

Nottinghamshire, UK, Jan 9, 2023 -- Nottinghamshire-headquartered retail provider Wilko has confirmed some staff are at risk of redundancy amid plans to outsource its customer service operations to a third party provider.

The company, which is based in Manton Wood Enterprise Park in Worksop, Nottinghamshire, said the changes will have an impact on team members currently employed in the contact centre.

It a statement, the company said staff who are impacted with risk of redundancy will be entering into a period of consultation and opportunities for alternative roles within the business will be explored.

The company says its plans to outsource its customer service operations is part of an effort to better support its customers across the nation. All of Wilko's customer enquires will be dealt with by a third party from February 2023, including over email, telephone, live chat, web chat and social media.

This change forms part of its businesses omnichannel strategy, as Wilko said it plana to use the best technology and processes available to offer aftercare to its customers whilst also improving efficiency. Ben Exall, Digital Director at Wilko, said: "Nothing matters more to us than offering a shopping experience that values our customers’ time and money, and unfortunately our current customer service processes aren’t delivering the aftercare that our shoppers need.

"Using the expertise and customer service-specific technology of a third-party provider means we can now deliver the experience that our customers rightly demand of us after visiting one of our stores or shopping via our website. This change is an integral and considered part of our overall long term omnichannel journey, as we work to improve processes and efficiency across all customer touchpoints.

"These changes will obviously have an impact on team members currently employed in the contact centre. All our team members are critical to the Wilko business, and helping the hardworking families who shop with us, so this is not something we have undertaken lightly.

He continued: "For those team members who are impacted with risk of redundancy, we will be entering into a period of consultation and explore opportunities for alternative roles within the business." It has been confirmed that there will be no immediate change to how customers interact with Wilko whilst the company transitions to the new third party provider.

Wilko said there will be no immediate change to how customers interact with Wilko whilst the company transitions to the new third party provider.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nottinghampost.com


Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Tuesday, January 10, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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