ArrowXL unveils new contact centre

UK-based two-man delivery specialist ArrowXL has moved all customer call operations in-house and created its own dedicated contact centre at its Wigan head quarters. The customer service team will be handling around 1,800 telephone calls per day.

The new head of customer contact, Kenny Shand, brings ten years’ experience in running large scale retail operations, latterly at Tesco where he managed its 1,000-strong contact centre in Dundee.

The contact centre’s new management team also includes contact centre manager Jan Lee, who joins from Shop Direct, and Janis King, who has been appointed customer care manager.

ArrowXL customer experience director Chris White explained the decision to move away from a third party provider: “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.”

ArrowXL added that it is “already well ahead with its next project” – to expand the contact centre into a commercial booking operation for retail clients.