Sitel will provide John Lewis with technical support for all electricals customers across the UK, from its contact centre in Exeter.

The deal will mean customers will get ‘added flexibility of solving technical queries from home’ as the high street giant looks to enhance its support service.

Sitel’s Exeter centre will field phone and email support enquires from John Lewis electrical and technology customers and will provide technical support and administration.


John Lewis will benefit from a bespoke CRM system created and managed by outsourcer to centralise all new customer purchasing and after-sales information. As a result, if a customer contacts the new technical support centre or visits a John Lewis shop, the customer experience should run smoothly with staff being able to access and update on progress with any product.

Lesley Ballantyne, director of operational development, retail operations at John Lewis said: “In searching for a contact centre provider, it was critical that we find a partner that could make the John Lewis brand come to life in an outsourced environment. It was our highest priority that there be no change to the perception of customer service or brand experience despite moving the operation off-site.

“We’re confident this partnership will give greater flexibility for our customers whilst retaining our high customer service standards.”

Sitel has experience working with other international blue chip firms in the electronics market. Tim Schuh, general manager, Northern EMEA at Sitel. “We feel strongly that we can not only deliver the best possible aftercare experience to John Lewis electricals customers, but we can do so in a way that is cost productive for the company.”

Source: http://www.callcentre.co.uk/ccf-news-content/full/john-lewis-to-outsource-customer-care-with-sitel;jsessionid=32CEED8F522EE06CA84F1FF015F2A647