Improving DSGi’s customer service

At DSGi’s Sheffield call centre we handle customer service, sales enquiries, and insurance validations for all DSGi Group business units. At the Nottingham technical support centre our services include PC Service Calls, Digital, Business Support, Quality Assurance and Contact Centre Support.

We’ve aimed to boost revenue generation for the client while improving customer service. We consolidated customer service activities from 17 previously independent and inefficient distribution centres into Sheffield, increasing customer satisfaction and making significant property savings.

In the past, customers phoning Currys with product queries would receive variable service levels, especially during peak periods. By directing all calls into the Sheffield site we now give them consistent levels of service, while staff can concentrate on selling. Call answer rates have risen from 30% in places to over 95%, and sales conversion is up 400% – making the Sheffield centre the Group’s biggest selling sales unit, with annualised sales for Currys in excess of £80m. DSGi also estimate that the partnership will save the Group £19m over the full five year term.

"We made the right decision. We found a partner willing to work with us and we’re seeing the positive returns in all aspects of the business"

Simon Hunter, Commercial Manager, DSGi