It seems like good news when you read the headline. But then you see it’s going to take 3 more years to actually get them up and running. It’s a bit too little too late for me.
The Carphone Warehouse has signed a three-year £3m contract with telecoms services provider Affiniti to build three IP call centres. Around 1,800 customer service advisers will work in the centres, two of which are in the North West of England and one in South Africa. Affiniti, which is part of Kingston Communications and will work with Cisco to build the call centres, is installing an “intelligent call routing system”, which means enquiries can be distributed to different agents on different sites, depending on how busy the phones are.