Danish incumbent TDC has contracted Sitel to handle part of its customer services operations as it attempts to create the country’s best customer experience.

About 800 employees from TDC's customer support will transfer to Sitel in October as part of the deal.

The operator said they would be staff who provide practical help such as setting up appliances and apps, fault correction and questions regarding bills.

The contract stipulates that US-based Sitel will “significantly” reduce waiting times for telephone support. Financial details were not disclosed.

In addition, all 1,850 employees in TDC Group's customer service unit will complete a training and upgrading programme.

Combined with offering more digital self-service options, TDC said the move is designed to create Denmark's best customer experience.

The decision follows an internal survey TDC undertook at the beginning of the year, which identified where and how the operator could hand over existing operating functions to external partners.

Jens Aaløse, Senior Executive Vice President at TDC Group said the goal is to set “a new standard for the industry”.

He added: "I am very pleased that Sitel is undertaking to provide our customers with excellent support as this will also release resources that over time will enable us to significantly improve our customer service.”

TDC reported that revenues fell 5.5 percent to €765 million in the second quarter of the year during which time it lost 39,000 mobile customers, 36,000 landline customers and “an extraordinarily high” number (13,000) of business broadband customers.

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