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23/01/2007 : First Investors in People status for Tesco group in Scotland

Tesco’s national customer care centre, based in Dundee, has achieved Investors in People status, becoming the first part of Tesco Plc to successfully gain recognition.

Representatives from Tesco, including training manager Nicki Gautier-Hughes and Ian Naylor, head of customer service picked up their award from Philip Williamson, chairman of Investors in People UK and Peter Russian, chief executive of Investors in People Scotland at a ceremony in Dundee on 23 January 2007.

Commenting on the achievement Nicki Gautier-Hughes of Tesco said: 

"The thriving customer care centre is committed to providing the best service for Tesco customers while ensuring our workforce are developing in their roles.

"It is vital that our people are managed well, that they are constantly motivated and are given the best training available. What appealed to us about Investors in People is that it not only benchmarks us against other call centres, but also against different sectors and provides the option of having an ongoing review.”

Philip Williamson, chairman of Investors in People UK said: 
“It is a fantastic achievement for Tesco to achieve the Standard for their customer care centre.  Everyone involved in the process has demonstrated continued commitment and enthusiasm, and now the organisation is experiencing greater levels of performance which in turn leads to improved standards of service.

“To attain the Investors in People Standard companies have to follow our 10-point guide In essence this is good practice, but in reality it’s one of the hardest things to get right, but the simple fact is that if organisations follow the plan by developing good business strategies, taking action to improve performance, and constantly evaluating how they are working, they will become a better organisation.”

Tesco’s Customer Care Centre, which employs over 800 staff, forms part of the Tesco.com business within Tesco Plc.  The centre responds to queries from the entire core UK-based business by phone, letter and email. On average the centre receives 7.5 million client contacts a year, with an annual growth of 10 per cent before any new initiatives are added.

 

To read Investors in People Scotlands case study of the Tesco's Customer Care Centre, please click here.

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