Outbound is far from dead — it's thriving in Loughborough.
In the latest episode of Get Out of Wrap, I’m joined by Steve Powell of Alvaria to introduce an incredible leader: Dan Luik, Head of Currys’ Loughborough Campus. Dan runs one of the most impressive contact centre operations I’ve ever seen. It’s profitable. It’s customer-obsessed. And it’s relentlessly focused on improvement.
We dive into:
How Currys is redefining outbound as proactive customer engagement
The role of leadership in a high-performance sales culture
Why Alvaria’s outbound technology is central to their success
Real-world use of AI to elevate people, process, and performance
And why Loughborough is so much more than a contact centre — it’s Currys' largest virtual store.
If you think outbound is old-school or "just sales," this conversation will change your mind.