Teleperformance embarks on outsourcing agreement with Boots
Teleperformance has announced an agreement with Boots UK in which the outsourcer will manage and operate the retailer’s contact centre operations.
The agreement will include the transfer of around 400 Boots staff at the retailer’s UK’s support office in Nottingham.
Teleperformance said it will help Boots respond to evolving customer expectations on where and how they receive customer care in an increasingly online world.
Alistair Niederer, chief executive of Teleperformance UK and South Africa, said: “As the global leader in multichannel customer experience management we will help Boots become a leading retail contact centre, bringing new channels and innovation to its customers while maintaining its long tradition of delivering exceptional care and value.
“We are particularly proud of our outstanding track record in the delivery of onsite customer care programmes and we are looking forward to working with the strong management team and Boots UK’s colleagues at the customer support centre in Nottingham.”
Kevin Birch, retail pharmacy operations director at Boots UK, added: “We are committed to giving our customers amazing care and we’re proud of what the Boots customer support centre team has achieved to make our customer experience what it is today, but we know customer needs are changing fast and so we need a new and different approach to take us into the future.
“By joining us on the Nottingham site our teams will benefit from Teleperformance’s expertise in customer experience management, while remaining close to the heart of the Boots brand.”
Teleperformance UK employs over 9,000 staff across 24 sites in the UK, including 13 onsite or ‘insourced’ operations within clients’ estate providing customer experience management services to well-known national and international companies and public sector clients.
Paulo César Salles Vasques, worldwide chief executive of Teleperformance Group, said: “Boots and Teleperformance share a real passion in delivering superb customer service, every time and everywhere.
“Around the world today, customer interactions are becoming much more demanding in terms of expectations, response speeds and channel communications choices while keeping a special human touch.
In short, we are on the threshold of a customer interaction evolution which creates real advantages for companies that can adapt.”
The transition is expected to be completed by mid-March 2016.
