Shop Direct Group Limited (Shopdirect), the UK-based home shopping firm has announced its intention to end the overseas customer call centre engagement after its peak Christmas trading activity.
The call centre activity was outsourced to Bangalore-based ICICIOneSource, which deployed nearly 250 seats on this account.
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However, recent media reports suggest that these jobs were being moved back to the UK as a result of poor service and that the level of service to customers was not up to the required standard.
In a statement, a spokesperson from Shop Direct said, "Our engagement has demonstrated that such a partnership can yield benefits under the right circumstances. We feel that our engagement has been a success and that significant contributions have been made to the business. We would like to thank our partner for their professionalism and exemplary service throughout the period of the engagement."
This account was being serviced by ICICIOneSource since March 2002 as a result of the client's growth in call volumes.
Reacting to this move, Raju Bhatnagar COO and president of ICICIOneSource said, "The employees engaged in the current project are being absorbed as part of ICICI OneSource's expansion plans. ICICI OneSource has added several new clients during the previous and current quarter to its portfolio. These premium projects will give the ICICI OneSource employees the opportunity to work on challenging tasks across various verticals."
