Tony Jopling

Online furniture retailer MFI has chosen KC Contact Centres to provide outsourced customer service and sales support to customers who buy from its website www.mfi.co.uk.

The one-year contract will see KC Contact Centres handle calls from MFI customers between 9am and 7pm on weekdays and from 9am until 2pm on Saturdays.

The MFI brand was relaunched as on online-only retailer late last year by the Hull-based Walker Group, and from its website customers can buy bedroom, bathroom, dining room and lounge furniture from a range featuring over 2,500 products.

KC Contact Centres provides outsourced customer service, sales, research and directory enquiries services to a range of public and private sector clients including Hull City Council, for whom it handles more than 15,000 calls per week.

Last year it became one of just 10 call centres in Yorkshire to be awarded the Global Standard for quality service by international industry body the Customer Contact Association (CCA). It is ranked 7^th in the list of top UK public sector call centres for customer service and is the highest-ranked outsourced public sector contact centre. It is ranked amongst the top 40 of the UK’s 6,000-plus call centres.

Head of KC Contact Centres Tony Jopling said: "We're delighted to be working with such a successful local company on a brand that’s as well-known as MFI.

“As well as looking forward to delivering a fantastic customer experience on MFI’s behalf, we’re excited at the opportunity to extend our experience in the retail sector.”

Walker Group Retail Director Ged Lees said: “We’ve invested in making our website a great shopping environment for customers, and our performance over the holiday period has shown that’s proved worthwhile. We wanted to make sure the customer service we provide over the phone is of the same high standard, and KC’s commitment to customer service, flexibility and experience make them the perfect contact centre partner for our needs.”