DSGi - save the customer, save the company?
Since DSGi stopped turning over their own businesses, closed their staff blog to prying eyes and waving goodbye to senior members of staff, we haven't had much cause to mention your least-favourite retail park conglomerate.
But behind the scenes, there's still all sorts of baloney going down, but this time it could really be a good deal for the customer. No, seriously. One of our moles has emailed to tell us the DSGi call centres based in Sheffield and Nottingham are being taken back into ownership after being outsourced to Capita for several years. We tried reading up about Capita's success to date, but the link for their DSGi Sheffield centre case study no longer exists.
DSGi are expected to retain all staff that work across the two sites; some 2,000 people were employed in the call centres when Capita won the original contracts. DSGi Chief Executive John Browett has stated on his internal blog that having control of the call centres will enable the company to provide a better customer experience for the likes of PC World and Currys, in-line with their "customer at the heart" strategy.
But the really interesting development is that, according to our source, DSGi has also put together a crack-commando team called "Save The Customer" who will be called in to resolve any issue that takes over one hour to be resolved by the regular call centre staff. What exactly can they do in these situations? "They have the authority to do pretty much anything to ensure that the issue is fixed for the customer," says our mole.
It'll still be a thoroughly vexing situation if if takes over an hour on the phone to resolve a problem, but at least there's a glimmer of hope that DSGi are acknowledging their flaws and attempting to fix them. How successful will they be? You'll have to let us know.