Garlands Call Centres, recently acknowledged at the 2002 National Customer Service Awards as the UK’s Best Large Contact Centre, has opened a third customer premises in Middlesborough and is already recruiting an additional 200 staff to handle new outsourced services.
Powered by the latest contact centre technology from Aspect Communications, the Middlesborough site, seating over 650 agents, will offer inbound and outbound outsourced services for clients, which range from customer retention to cross- and up-selling, customer service, customer acquisition, credit management and customer lifecycle management.
“Despite fierce call centre competition from abroad and tough economic conditions at home, we’ve made tremendous progress in the last 12 months. This is in no small part down to the dedication of our management and contact centre staff and I believe vindicates our strategy of continual investment in the holistic development of our people.
From customer retention services to debt collection and customer acquisition services, we recognise we are very much a ‘people business’ – and that to best service clients’ customers, our people must both understand the problems facing callers and be motivated, knowledgeable and properly rewarded.
It’s no coincidence that our success comes at a time that many businesses are looking to return to the principles of old fashioned customer relationships supported by 21st century technology,” explained Chey Garland, CEO of Garlands Call Centres , for whom 2002 was a defining year for his business.
Chey Garland plans to increase capacity by as many as 1000 agent seats between the company’s Hartlepool and Middlesborough call centres during 2003, bringing the total number of agents employed to around 2300.
2003-01-29
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