Dixons Carphone begins outsourcing call centres

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Dixons Carphone Carphone Warehouse WebHelp
Dixons Carphone will be outsourcing its contact centre operations to Webhelp
// 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.


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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”.

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8 COMMENTS

    • “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.”

      Learn to read my friend…

  1. There are two things to improve customer services. The first is a return to answering the shop telephones within five rings.
    The second is to makes vast improvement to the website. Take a casual look at white goods and you’ll be lucky if you can see them. What sane person shows white goods against a white background?

  2. Stores shouldn’t have to answer phones. The store staff should be there to help the customers in those shops. Imagine going into a shop and all the store staff were taken up answering phones. You’d be fuming.

  3. Dreadful store I won’t be going there again for my next fridge freezer. Appalling service and when I ordered my TV on eBay store of Curry’s I got someone else’s details in a letter inside the box of the TV! security risk!! Terrible company and outsourcing to India for example is shameful

  4. Did you read the article Collette? “Dixons Carphone said the new partnership will begin in its contact centre operations at Sheffield and Preston, Retail Week reported.” Last time I looked Preston and Sheffield were still part of the UK.

  5. Just got a new phone and contract with them. Totally misled me on the sale ?. In the contract blurb sent a help line number which when I eventually got through could do nothing and advised me to go back to store. Store advised me to contact O2. O2 advised me to contact CFW. Gave up’ thanks CFW

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