HP outsources customer care to gain brand loyalty
Outsourced customer support provider, Sitel, is to develop and run a new customer support programme for Hewlett Packard's DeskJet printer business in Europe, with the aim of increasing both customer satisfaction and loyalty to the HP brand.
Under the terms of the agreement, Sitel will design, implement, and operate a multi-language, pan-European support model for HP's new range of printers. Emphasis will be placed on driving problem resolution to both self-service and retail channels in order to reduce HP's customer contact costs.
Despite the fact that HP and Sitel have worked together in Europe since 1998, this agreement marks the first occasion on which HP has collaborated with an outsource partner on the engineering of its customer support systems.
"In such a competitive marketplace, developing and running an effective and efficient customer care model is critical," said Mark Bakker, consumer support operations manager for HP Europe.
Operation of the programme commenced in July 2002, from Sitel's multi-channel contact centre facility in Brussels. The centre is providing customer care to HP's customers in 11 languages, across 16 European countries. Following the initial phase, the model is expected to be rolled out to support other HP products.
Commenting on the agreement, Eddy Van de Poel, president of Sitel Central Europe, said, "We are pleased to be working with HP on this initiative. Increasingly, companies are turning to us for expertise in designing non-traditional customer support solutions that use the latest technologies and processes. They want to gain a competitive advantage while still increasing customer satisfaction and loyalty."