The last few months have been a remarkable time for the John Lewis Partnership as we faced unprecedented challenges for our customers, partners, stores, suppliers and contact centres. We have seen extraordinary levels of engagement and support throughout from Sitel Group® to support our shared goals of continuing to deliver service to customers and ensuring safe work practices for partners and employees across all geographies.
Sitel Group’s senior team moved at pace to understand and engage in our plans to deploy safe, flexible and resilient work from home opportunities for employees. Enabling over 90% of advisors to deploy to their homes. Throughout the crisis, Sitel Group has focused on advisor wellbeing and customer satisfaction without recourse to contract or commercial implications.
The Sitel Group operations team have shown remarkable resilience, flexibility and passion for continuing to provide service across all channels. The lengths which some of them have gone to could most certainly be declared as above and beyond expectations.
The Sitel Group team has been fundamental to our ability to continue to deliver support and resolutions to our customers through this particularly challenging time; indeed they have been so successful at this that we have seen no notable decrease in customer satisfaction over the last quarter.
I am confident in saying that without Sitel Group’s collaborative, engaging and supportive approach, we would not be in as strong a position as we find ourselves focusing on the new normal post lockdown.
Graeme Matheson
Outsourced Operational Lead, John Lewis & Partners
