Deckers chooses Ventrica to provide customer service for its UGG Australia brand for out-of-hours and overflow enquiries

Deckers chooses Ventrica to provide customer service for its UGG Australia brand for out-of-hours and overflow enquiries

Southend, UK, 1st October 2013 - Outsourced contact centre, Ventrica which provides niche, high quality customer contact services, has been chosen by Deckers Outdoor Corporation to manage customer services enquiries for its UGG Australia brand of footwear. The outsourcer will supplement its own in-house customer services department to handle any overflow enquiries during busy periods and to provide out-of-hours support.

Director of Online at Deckers, David Williams commented, ‘We have our own dedicated in-house customer services team, but we wanted to ensure that we were able to give the same level of service during busy periods such as the run up to Christmas, as well as provide an out-of-hours response for our customers. We looked at a number of outsourcers but chose Ventrica because we felt they shared a real synergy with our own culture. They have a great working environment and really care about their staff who demonstrated exactly the type of skills and attitude we were looking for. We also liked the fact that they are completely flexible and scalable and are continually investing in the latest technology. They will focus solely on the UGG Australia brand so they can really get to know it inside out and provide the best possible service.’

Ventrica will handle a range of customer communication channels including phone, email and also webchat and will be responsible for managing English language enquiries across Europe.

Started in 1973 by a University of California, Santa Barbara student who began making and selling sandals at craft fairs along the West Coast, Deckers has grown into a company that spans the globe with seven lifestyle brands: Australia, Teva, Sanuk, Mozo, Ahnu, Tsubo and Hoke One One.