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ArrowXL takes contact in-house in bid to improve customer service


Two-man delivery specialist ArrowXL has taken its customer call operations in-house with the creation of a dedicated contact centre for the company. The move has created 60 new jobs at ArrowXL’s Wigan headquarters, with 20 more likely to follow before the Christmas peak.
The customer service team will handle up to 1,800 calls a day as the brand aims to improve the quality of service to clients and manage customer delivery queries faster and more efficiently.

The new initiative is being headed by Kenny Shand, who has been appointed head of customer contact and was previously managing a 1,000-strong contact centre in Dundee for Tesco. He is joined by former Shop Direct employee Jan Lee as contact centre manager and Janis King who has been appointed as customer care manager.


ArrowXL’s new head of customer contact Kenny Shand and contact centre manager Jan Lee.

ArrowXL customer experience director Chris White said the move way from a third-party provider was important for the business’ development and will aid future growth. “We wanted our contact centre to be at the heart of our business. Being close to what we do means we can improve what we do faster as we continue to expand. It means we can manage all bookings and individual contacts directly with our client’s customers and we can handle customer enquiries and answer their questions directly with the right answer first time. In this way, we take full control of the customer journey,” he said.

Staff in the contact centre have also taken part in ArrowXL’s PRIDE workshop programme, which focusses on customer service and client satisfaction, and have had first-hand experience of working alongside a delivery crew.

ArrowXL plans to expand the contact centre into a commercial booking operation for retail clients and has already won its first contract with a retail client to manage bookings on their behalf.

The company specialises in large, fragile and bulky items up to 120kg which are delivered by two-man delivery teams. The company delivers more than 14,000 products to more than 7,000 homes each day, it claims.

Image credit: ArrowXL

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