Tesco Mobile has extended its customer management contract with Capita for another three years as part of ongoing plans to streamline the grocer-cum-telco's customer service operation.
The deal – worth £57.6m over three years starting September 2021 – bolts on to the £140m five-year deal inked in 2016.
Back then, those involved said the deal would "enhance" Tesco's already "award-winning customer service propositions" to keep punters happy.
This latest announcement takes this relationship another step forward offering "further opportunities for improvements to customer service [including telesales and renewals calls] whilst securing shared efficiencies through technology deployment and a new hybrid working model."
While Capita is keen to focus on the positive, some frontline staff aren't sure if they will be part of the plans following news that its contact centre in Bury, north Manchester, is facing the chop.
Earlier this month the Warrington Guardian reported that there were ...
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