Apple has overhauled its European customer support and awarded ICL a contract worth millions to provide all the servicing and maintenance of its software and machines.
The move comes as Apple brings its customer support service in line with declining worldwide revenue. The manufacturer will streamline and consolidate its five existing helpdesks into one call centre.
The service went live last month. The contract with ICL is for three years. ICL will provide a full customer service helpdesk to Apple customers across Europe. It includes technical support, customer enquiry handling, pre-sales enquiries and dealer support. Over one million customer queries are expected per annum.
The helpdesk will be run by ICL's system service division, ICL Sorbus, at its Foots Cray call centre in Kent. It will cover 14 countries and all support calls will be taken in native languages.
The helpdesk will operate five days a week from 8am to 8pm, covering most of Europe, plus South Africa.
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