Teleperformance UK and South Africa announces agreement with Boots UK

PRESS RELEASE: Teleperformance announced an agreement with Boots UK. Teleperformance will manage and operate the CSC customer, operations and central support functions with the transfer of around 400 Boots colleagues at Boots UK’s Support Office in Beeston, Nottingham.

Boots is the UK’s leading pharmacy-led health and beauty retailer with over 2,500 outlets nationwide and is known as a leader in customer care. Teleperformance is a world class contact centre management company, with global expertise in providing customer and store support for well-known national and international retail brands.

Working together, Teleperformance will help Boots respond to evolving customer expectations on where and how they receive customer care in an increasingly online world. Alistair Niederer, Chief Executive of Teleperformance UK and South Africa, said: “We are delighted to be working with Boots, one of the nation’s best loved national brands. As the global leader in multichannel customer experience management we will help Boots become a leading retail contact centre, bringing new channels and innovation to its customers while maintaining its long tradition of delivering exceptional care and value. We are particularly proud of our outstanding track record in the delivery of onsite customer care programmes and we are looking forward to working with the strong management team and Boots UK’s colleagues at the Customer Support Centre in Nottingham.“

Kevin Birch, Retail Pharmacy Operations Director, Boots UK said: “We are committed to giving our customers amazing care and we’re proud of what the Boots Customer Support Centre team has achieved to make our customer experience what it is today, but we know customer needs are changing fast and so we need a new and different approach to take us into the future. By joining us on the Nottingham site our teams will benefit from Teleperformance’s expertise in customer experience management, while remaining close to the heart of the Boots brand.”

Paulo César Salles Vasques, Worldwide CEO of Teleperformance Group, commented, “Boots and Teleperformance share a real passion in delivering superb customer service, every time and everywhere. Around the world today, customer interactions are becoming much more demanding in terms of expectations, response speeds and channel communications choices while keeping a special human touch. In short, we are on the threshold of a customer interaction evolution which creates real advantages for companies that can adapt. On behalf of our entire family, I thank Boots for your business, but, even more importantly, for your trust in Teleperformance to protect and grow the exceptional Boots brand during these extraordinary times.” Teleperformance UK employs over 9,000 staff across 24 sites in the UK, including 13 onsite or ‘insourced’ operations within clients’ estate providing customer experience management services to well-known national and international companies and public sector clients.

The transition is expected to be completed by mid-March 2016.