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HEROtsc still on the growth trail

www.herotsc.co.uk

11 April 2011

HEROtsc still on the growth trail
05/04/2011

HEROtsc, has announced a significant business win with the news that one of the UK’s leading energy suppliers, E.ON, have joined their client list.

This latest success continues a remarkable run of expansion by the Scottish-headquartered company who, in the past 18 months, have seen their staff numbers rise from 2000 to over 3500 despite the difficulties of the recession.

The E.ON contract will initially see 120 new employees joining the company’s operation in Warrington, one of eight UK sites operated by HEROtsc.

It follows other recent major business wins which include the rapid expansion of their work for broadcaster Sky and the announcement of a six-year strategic partnership with leading mobile provider Vodafone which has continued to grow since its launch last year.

The Warrington centre in the town’s Birchwood Park became part of the HEROtsc network last year as part of the company’s strategic partnership with Vodafone.

The then 500 Vodafone staff transferred over to HEROtsc and the site has continued to expand with more Vodafone business and now the new E.ON contract.

That will take staff numbers there up to 900 but there are long terms plans to take numbers up to 1000 – a significant jobs boost for the area – and the company.

The site will be handling general Customer Service queries for E.ON and the energy company are looking forward to a long and mutually beneficial relationship with their contact centre partner.

Ryan Keilloh, Head of Customer Service Call Centres at E.ON, said “We’ve been very impressed with HEROtsc so far and have absolutely no doubt that our customers will be well looked after by them.

“They bring great experience and leading-edge technology to a vital area of our business and we look forward to working closely together in the future.”

HEROtsc Chief Executive Officer David Turner is delighted at this latest business win. It not only creates new jobs and makes a significant impact on the company’s turnover, it also underlines that HEROtsc’s business strategy and specialist offerings are paying dividends in difficult times for the economy and the sector.

“Our strategy of developing complex customer contact solutions rather than simply answering calls on their behalf is starting to pay dividends,” he explains. “We wanted to prove to our existing customers – and potential new ones – that we could bring added value to their business by a variety of ways – only one of which is the traditional contact centre role.

“By getting to know our customers – and the specific needs of their clients – we have demonstrated an ability to bring value across all aspects of their business.

“This innovative approach gives us a head start on our sector rivals and it is showing in the way we are growing existing clients and new ones like E.ON.

“We are delighted to welcome them aboard. They add another Blue Chip name to our client list and we look forward to a long and mutually valuable partnership with them.”

HEROtsc COO, Andy Doig said “I am absolutely delighted that E.ON have selected HEROtsc as a strategic long-term Customer Service partner, bringing new jobs and opportunities to Warrington. Our focus now is rapidly build a high quality service centre that delivers a great experience to E.ON customers and excellent value to E.ON.

HEROtsc site director Nichol Weatherston welcomed this latest expansion for his Birchwood Park centre. He explained: “This contract win is a fantastic tribute to what has become the company’s largest UK operation.

“It was won through a competitive tender with a focus on providing fantastic customer service based on the experience of our current clients including Vodafone and Sky.

“This is a great opportunity for our existing team in Warrington and new people joining our organisation. We have recruited for our initial intakes but are actively recruiting for this and two other campaigns which are based in Warrington.

“The E.ON contract will be led by our newly appointed Head of Service, Anthony Veale who has over 20 years experience of customer service with a number of blue chip companies

“As well as the new business wins, we have continued to invest in the infrastructure of our premises here. We have recently completed brand new rest and relaxation areas, which we have developed in association with IKEA Warrington.

“We are in the final stages of the refurbishment of the ground floor and an end-product that will be the envy of the industry and a state of the art operational centre that the company and Warrington can be very proud of.”