LexisNexis Butterworths has installed a 200-seat multimedia contact centre to handle sales and customer support for its 40,000 UK clients – in a bid to become more like Tesco.

Designed by Damovo, the call centre installation is part of a £1m investment in customer service improvements at Butterworths, where a senior executive cited supermarkets and online banks as role models for customer service.

Susan Kinnaird, customer service director at LexisNexis Butterworths, said: "As an industry, we [have] got a long way to go before we are on the same level as Tesco or First Direct, but that is our goal.

That is why we have invested £1m this year in telephony systems to support our customer service operations.

Damovo has also designed a voice recording system for activities that depend on spoken instructions and agreements.