Webhelp seals call centre deals with retailers

The new contracts follow partnerships with online retailer Shop Direct and budget airline easyJet.

Freemans Grattan, the home shopping retailer, which owns freemans.com, grattan.co.uk,​ ​lookagain.co.uk and kaleidoscope.co.uk, has agreed an initial six-year contract with Web- help.

The outsourcer will deliver multi-channel customer contact including customer enquiries, inbound sales, and retentions via traditional ​call centre​ contact as well as webchat​ and ​email management.

BrightHouse, the UK’s leading rent-to-own retailer, will ​also ​work with Webhelp over an initial contract period of six years, with intent to extend for a further five years.

Webhelp will partner with BrightHouse, managing market leading, customer contact across payments and sales.

Both ​the ​Freemans Grattan and BrightHouse customer management contracts were operated by Serco from its site in Sheffield.

Following Serco’s announcement to exit its private sector business, Webhelp has assumed responsibility for both contracts and the Sheffield site.

The majority of staff, around 600 people, will transfer to Webhelp. Webhelp aims to ​use the Sheffield facilities and its teams ​to attract further business and introduc​e​ training to broaden skills across digital and social contact channels.

Webhelp has tripled its UK headcount to over 7,000 people over the past six years.