UK: Debenhams outsources customer contact centre
UK department store operator Debenhams has announced plans to outsource its customer contact centre in Taunton to Capita, a move which will affect 230 staff.
The retailer said the move is driven by the growth of its multi-channel offer, which has led to an increase in customer enquiries, with volumes set to grow rapidly within the next three years.
It already outsources 50% of its calls to a third party and, with demand continuing to grow, it said it decided to undertake a strategic review to understand how best to meet the needs of its consumers in the future.
"As a result of this review we have reached the conclusion that a specialist external provider is the optimal solution to support Debenhams continued growth," a spokesperson told just-style.
The job roles will transfer to Capita, and Debenhams said it will do everything it can to support affected staff.
Capita will operate Debenhams' customer contact centre from Leeds, with the transfer likely to begin in mid-to-late summer this year.
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