Lowe’s plans to invest $20.5 million and hire up to 1,000 employees to staff a new Indianapolis-based customer support center.
The new facility will support stores and internet sales, delivery services and repair services for Lowe’s customers across the U.S, according to a release. The facility is expected to be operational in the first quarter of 2015 and will complement the company’s existing customer support centers located in Wilkesboro, North Carolina and Albuquerque, New Mexico.
Looking at Lowes’ contact center performance for the first half of 2014, StellaService data shows the retailer certainly has strengths and weaknesses. For Phone support, the retailer is besting its competitors in several key metrics, such as Product Knowledge, Policy Knowledge and Issue Resolution.
Email support, however, has room for improvement. Lowes’ response time for emails in the first half of 2014 trailed the Hardware/Home Improvement category average by about 10 hours. …