Opening

Hamilton begins a new era for the division

The John Lewis Partnership’s first Customer Contact Centre (CCC) was opened on the 3rd June 2010 in Hamilton, Scotland. Based in Glasgow’s Hamilton International Technology Park the new (CCC) was the first of two new customer call centres, with the second one at Didsbury due to open in September.

The explosion of ‘talk trade’

The creation of the CCC meant that branch call centres were able to close over the coming years. Understandably, John Lewis Glasgow was the first to move its operations to Hamilton. The two contact centres were created to counter the explosion of the importance and size of the ‘talk trade’, and as such, could therefore relieve the John Lewis branches of this responsibility.

Change in customer habits

The move from branch call centres to the contact centres, allowed the provision of vastly improved customer service. In fantastic new facilities, it also allowed Partners to pertain a sense of pride in their work and their workplace, something that of course influenced the manner of the Partners when working.