Embattled discount retailer Wilko has confirmed that around 95 of its staff are at risk of redundancy due to plans to outsource its customer service operations to a third-party provider.
The company stated that the changes would have an impact on team members currently employed in its contact centre in Worksop, Nottinghamshire.
Wilko noted that staff who are impacted by the change will be entering into a period of consultation and opportunities for alternative roles within the business will be explored.
The company stated that its plans to outsource its customer service operations were part of an effort to better support its customers. All of Wilko’s customer enquiries will be dealt with by a third party from February 2023, including over email, telephone, web chat and social media.
The change forms part of its omnichannel strategy, with Wilko saying it planned to use the best technology and processes available to offer better aftercare to its customers whilst also improving efficiency.
“Nothing matters more to us than offering a shopping experience that values our customers’ time and money, and unfortunately our current customer service processes aren’t delivering the aftercare that our shoppers need,” said Ben Exall, Digital Director at Wilko.
“Using the expertise and customer service-specific technology of a third-party provider means we can now deliver the experience that our customers rightly demand of us after visiting one of our stores or shopping via our website.
“This change is an integral and considered part of our overall long term omnichannel journey, as we work to improve processes and efficiency across all customer touchpoints.”
Last week, it was revealed that Wilko had secured fresh funding and rejigged its leadership team amid a cash squeeze after falling to a loss and struggling to pay suppliers.
NAM Implications:
- Outsourcing could add cost, impacting the bottom line.
- Unless the outsource partner is super-efficient?
- Anyway, best assume an improvement in Wilko’s use of email, telephone, web chat and social media.
- And build into your proposed initiatives.
- While the new customer remains in high profile…
