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Sears Canada to outsource call centers, 283 employees to leave

Staff writer |
Sears Canada has entered into an agreement with IBM to externally reassign the work currently performed at three internal Sears Customer Contact Centres.

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The company is also initiating a reorganization and simplification of its logistics organization intended to drive optimal performance by leveraging tools and technology that will streamline business processes, which will result in an additional staff reduction of 283 associates effective immediately.

The transfer of responsibility, designed to be seamless to customers, will take place over the next nine months and affect 1,345 associates.

"The changes we are making to our Customer Contact Centres will allow us to streamline the support structure of our organization while enhancing the overall customer experience," said Doug Campbell, President and Chief Executive Officer, Sears Canada Inc.

"Our partner will bring tools and technologies that will allow us to operate more effectively without the ongoing investment in and maintenance of legacy proprietary systems. This will provide our customers with the benefits of up-to-date technology and enable us to focus on our core retail business, the area where we believe we have the greatest opportunity to maximize the value of the Company."

For those who are leaving Sears, career transition support will be provided to assist in preparing for and obtaining their next role outside of Sears.

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