Being a multi-channel retailer our customers can shop in-store, via the telephone and on the internet. To support all these operations, our three contact centres in Widnes, Stafford and Bolton are open every day of the year except Christmas Day. They provide centralised front line support to Argos, Homebase and the Financial Services part of the business, customers and stores alike.

From simple to serious
Our contact centres manage 3 main types of activity. The largest is customer enquiries, dealing with and resolving customer issues. These can be simple enquiries like store opening times to customers wanting to find out about their delivery, to more complex issues where the focus is on customer complaints management.

The next largest activity is orders. Everything in our catalogues can be ordered by telephone as well as insurance products and applications for Argos and Homebase cards.

The last main activity is telebooking: booking customer deliveries on large items like sofas and beds. A quarter of orders are booked at the time of the order but with the remainder, our customers are called back to arrange the delivery.

Support for stores
Our contact centres also run support teams for stores who need help answering customer questions normally related to products we sell and trying to resolve any issues.

Thousands of contacts
Our contact centres are busy and vibrant – there’s a real buzz about them. During our busiest period leading up to Christmas we take approximately 450,000 calls and 20,000 emails per week! We employ over 2000 employees with 1400 people working at Widnes, 600 at Stafford and 80 in Bolton.

Friendly and efficient service
Everything we do is about the customer and providing a friendly and efficient service so they will come back and shop with us again. People who come and work for us need to enjoy helping others and resolving issues and of course be customer focused. In return we offer great benefits including staff discount, generous holidays and flexibility with shifts as we are open 8am to 10pm, 7 days a week.