THE RETAIL BULLETIN - The home of retail news
Lest we forget
HOME
RETAIL NEWS
RETAIL EVENTS
Fashion
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Electricals
Health & Beauty
General Merchandise
Entertainment
Sports & Leisure
Retail Solutions
Food & Drink
Interviews
RETAIL INSIGHTS
RETAIL SOLUTIONS
ABOUT US
CONTACT US
SUBSCRIBE FOR FREE
Serco signs contract with Ideal Shopping to provide contact centre services for all UK customers

The international service company has announced that it has signed a new 5 year contract with Ideal Shopping, valued at £17m.

GENERAL MERCHANDISE

Serco signs contract with Ideal Shopping to provide contact centre services for all UK customers

The international service company has announced that it has signed a new 5 year contract with Ideal Shopping, valued at £17m.

Serco will provide customer contact services for all customers for Ideal World, Create & Craft, Lead the Good Life and Pets & Wildlife brands.

The service will be run from the UK, with contact centre operations in Peterborough in the UK, and Mumbai in India.

Serco will deliver all aspects of customer contact including customer acquisition, customer enquiries, inbound and outbound sales, credit applications, payments, order processing, and white mail and e-mail handling. It will also have opportunities to increasingly support web transactions and purchases and in the future deploy innovative service solutions including web chat and online advisers.

Dedicated sales training programmes will be implemented for frontline staff to maximise sales effectiveness. The contract will employ 160 people with existing members of staff in Peterborough transferring to Serco, with their terms and conditions protected. As well as protecting the existing jobs, current projections indicate that 40 new jobs will be brought into the city within the first 12 months. In India, all existing contact volumes will transfer to Serco and will be located out of new premises in Mumbai.

“We made a strategic decision to seek a partner with a dedicated contact centre facility, who could work with us to improve the efficiency and effectiveness of the overall customer contact service” says Mike Hancox, CEO of Ideal Shopping. The efficiencies and effectiveness that Serco will bring to customer contact will enable us to focus on our core TV shopping operation.”

Jerry Benson, Managing Director of Serco’s UK and Europe Global Services private sector business, said, “This partnership is an exciting opportunity for Serco. It is the first contract that will be operating out of the UK and India as part of Serco’s new Global Services capability, and demonstrates our capabilities as a key contact centre partner in the retail sector”.

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

The Retail Design Seminar 2018
The Retail Design Seminar 2018
14 November 2018
The Cavendish Conference Centre
The Retail Design Seminar 2018
Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Summit
AI in Retail Conference 2019
AI in Retail Conference 2019
18 September 2019
Cavendish Conference Center, 22 Duchess Mews, London W1G 9DT
Retail marketing is changing pace rapidly by making communication across all platforms personalised, relevant, efficient, and helpful. AI not only helps shoppers find a perfect product but also pre-empts the shopping behaviour and speeds up payment.
The HR Summit 2019
The HR Summit 2019
Tuesday 8 October 2019
The Cavendish Conference Centre, London W1
The 11th HR Summit 2019, The Cavendish Conference Centre, London W1, 8 October 2019
Fix The Dinosaur Roundtable 2018
Fix The Dinosaur Roundtable 2018
19 October 2018
The Euston Suite, The Hallam, 44 Hallam St, London W1W 6JJ
A Masterclass in IBMi Legacy Issues