John Lewis has signed a five-year contract with Capita to provide its online contact centre.
The contract is worth £93.5 million over the period, and follows a number of recent technology investments by the retailer. In its full-year results last week, John Lewis revealed that online sales from its website had increased by 19.2 percent (£184 million) to £1.14 billion.
Under the contract, Capita will deliver a digital service that integrates with the full range of customer contact channels, including online and in-store. Teleperformance is the incumbent provider of the service, and will continue to deliver this for the next few months until the contract moves over, a John Lewis spokesperson said.
Capita chief executive Andy Parker said: "Capita has extensive experience of working with household names from across the private sector, including major retailers. We appreciate the importance of becoming fully immersed in a company's brand values to ensure that customer experience is at the heart of service delivery."
The online contact centre will continue to be based in Glasgow, where Capita already employs around 5,000 people. The outsourcer expects this figure to increase by around 2,000 in the next two years.
Following a consultation period, about 550 employees will transfer from the Teleperformance to Capita under TUPE.
John Lewis’ centralised shared services function, Partnership Services, is focusing on “bedding in” its new IT systems and processes over the next year. It also recently revealed it was embarking on a four-year project to roll out Oracle’s ERP across the business, as part of a “substantial infrastructure investment”. This is after it developed a centralised, Oracle-based self-service HR platform for its 85,000 staff.
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