SJ outsourcade hela sin kundservice – här är lärdomarna

kontaktcenter Tågjätten lämnade föråldrad teknikplattform bakom sig och lät medarbetarna gå över till outsourcingpartnern Webhelp.

SJ outsourcade hela sin kundservice – här är lärdomarna

För tre år sedan valde SJ att helt outsourca sitt kontaktcenter. Man hade vid den tiden ett eget kundservicecenter i Ånge och valde att låta samtliga medarbetare gå över till outsourcingpartnern Webhelp Nordic. I dag bedrivs kundserviceverksamheten från Ånge och Östersund, helt i Webhelps regi.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

– Vi hade medarbetarna och ledarna, hela den kompetensen, men saknade tekniken, processerna och strukturen, förklarar Erik Erlandsson på SJ.

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