Home / Knowledge / News / Apparel/Garments / Sears outsources customer contact centre operations to IBM
Sears outsources customer contact centre operations to IBM
16
Jan '14
Sears Canada Inc. announced that the Company has entered into an agreement with third party vendor IBM to externally reassign the work currently performed at three internal Sears Customer Contact Centres.

The move to a third party will enable Sears to realize significant capability upgrades which will result in better processes, controls and tracking and an overall improvement in the customer experience. The transfer of responsibility, designed to be seamless to customers, will take place over the next nine months and affect 1,345 associates.

"The changes we are making to our Customer Contact Centres will allow us to streamline the support structure of our organization while enhancing the overall customer experience," said Doug Campbell, President and Chief Executive Officer, Sears Canada Inc.

"Our partner will bring tools and technologies that will allow us to operate more effectively without the ongoing investment in and maintenance of legacy proprietary systems. This will provide our customers with the benefits of up-to-date technology and enable us to focus on our core retail business, the area where we believe we have the greatest opportunity to maximize the value of the Company."

For those who are leaving Sears, career transition support will be provided to assist in preparing for and obtaining their next role outside of Sears.

The Company is also initiating reorganization and simplification of its logistics organization intended to drive optimal performance by leveraging tools and technology that will streamline business processes, which will result in an additional staff reduction of 283 associates effective immediately.

"These types of decisions are not made without considerable thought and deliberation," added Mr. Campbell. "We are planning for the future of Sears Canada and taking steps now that will allow us to continue serving customers as a viable national retailer coast to coast in stores and through our Direct channel now and in the future. In this case, we firmly believe that these changes are necessary and will allow us to better serve our customers. I thank those leaving Sears for their contribution to the Company and wish them all the best in the future."

Sears Canada is a multi-channel retailer with a network that includes 181 corporate stores, 241 Hometown stores, over 1,400 catalogue and online merchandise pick-up locations, 101 Sears Travel offices and a nationwide repair and service network.

Sears


Must ReadView All

Apparel/Garments | On 26th May 2016

PM expects Parliament to pass GST bill this year

Prime Minister Narendra Modi expects Parliament to pass the...

Apparel/Garments | On 26th May 2016

Bangladesh garment exports up 10% in July-April

Continuing the steady growth witnessed over the past few months,...

Textiles | On 26th May 2016

Spun yarn production growth in FY16 slowest in 4 years

India’s cotton yarn production grew by 2 per cent to 4,136 million kg ...

Interviews View All

Giovanni Pizzamiglio, Paolo Crespi & Riccardo Robustelli
Epson, For.Tex & F.lli Robustelli

How was your experience of a collaborative stall at ITMA 2015? Please...

Jurgen Gauger
Spreadshirt

How is the market for personalised prints on garment shaping up? What are...

Evelyne Cholet
UCMTF

Which regions are the largest importers of French textile machines? What...

Kai Poehler
Voith Paper GmbH & Co. KG

<b><i>The glass mat industry is growing by five to eight per cent...

Silke Brand-Kirsch
Schlegel und Partner

<b><i>Silke Brand-Kirsch, executive partner of Schlegel und Partner, a...

Paolo Ocleppo
Sandvik Hyperion

<b><i>Paolo Ocleppo, Rotary Cutting Segment manager, Sandvik Hyperion...

Robert Brunner
Devereux

Golfwear and menswear brand Devereux is set for greener pastures. Robert...

Karan Arora
Karan Arora

Bridal couture created with rich Indian heritage, exquisite craftsmanship...

Silvia Venturini Fendi
Fendi s.r.l

"Yes, my confidence and positive attitude are my strengths and should be...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH
May 2016

F2F Magazine

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

SUBSCRIBE


Browse Our Archives

GO


Advanced Search