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The Ceva Home contact centre at Warrington is expected to handle some 2,000 incoming calls and make 5,000 outbound calls per week, liaising with customers, suppliers and retailers to arrange delivery to consumers’ homes.
Recent business wins, including contracts with Multiyork and Sainsbury’s, drove the need for the investment.
The introduction of a new contact management system, with call centre pods and plasma screen will enable agents to prioritise and react more efficiently to both customer and supplier priorities. Callers are directed via a telephone menu to the appropriate agent.
The new vehicles are fitted with cab aerodynamics and purpose-built bodywork to minimise fuel consumption. They have Euro 5 engines and automated gearboxes.
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