// Dixons Carphone teams up with Webhelp to increase its customer satisfaction score
// The retail group said it was “lagging behind” its competitors
// No redundancies are set to be made following the decision to outsource operations
Dixons Carphone will outsource its call centres as part of a new initiative to help increase its customer satisfaction score as well as improve cost efficiency.
The retail group has teamed up with Webhelp, which specialises in customer service operations, to outsource its contact centre operations.
The Carphone Warehouse owner said no redundancies are set to be made, and added that the decision to outsource the operations comes after falling behind its competitors in customer satisfaction scores.
The group said the customer service team has reduced call wait time by 10 per cent and abandoned calls by 14 per cent but the business is still “lagging some way behind”.
Dixons Carphone said the new partnership will begin in its contact centre operations at Sheffield and Preston, Retail Week reported.
Dixons Carphone added that Webhelp will provide the tools for its colleagues to reduce costs and “improve the whole experience”.