Home Delivery Specialist Creates Dedicated Contact Centre

ArrowXL, a UK 2-man home delivery specialist, has moved all customer call operations in-house by creating its own dedicated contact centre.

The move has created 60 new jobs at its Wigan HQ, with 20 more likely to follow before Christmas as demand peaks.

The decision underlines ArrowXL’s “commitment to continuously enhance the quality of service to clients and make it much easier and faster to manage customer delivery queries”.

ArrowXL has invested heavily in developing a highly trained, knowledge-based customer service team which will handle 1,800 telephone calls per day.

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. It means we can manage all bookings and individual contacts directly with our clients’ customers.”

To reinforce the ability to find fast solutions for customers, each contact team member has undergone special training under ArrowXL’s PRIDE workshop programme and has first-hand experience of working alongside a delivery crew.

ArrowXL delivers over 14,000 products to more than 7,000 homes every day, covering 98 per cent of UK postcodes, six days a week.

After 25 years in business, the company is currently delivering over 2.3 million consignments a year, a figure which it says is growing rapidly.