Scottish contact centre company in English take-over

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Telecom Service Centres has made a bold expansionist move into England with the take-over of T-Mobile’s Customer Service Centre in Yorkshire’s Dearne Valley enterprise zone near Rotherham.

This move is the latest in a serious of recent expansions from TSC - but by far the biggest and most significant as it makes them Scotland's largest contact centre company.

The move will add almost 400 employees to TSC’s present staff of over 1900, increase their turnover by an expected 40 per cent and give them a significant presence in one of the UK’s leading contact centre areas.

TSC has grown rapidly since its launch in Bute with eight employees in 1994. It expanded through Scotland and by the Millennium had added centres in Dunoon, Greenock, Larbert and Aviemore.

Last year it was the subject of £28 million management buy-in funded by LDC, the venture capital arm of Lloyds Bank, and already this year it has opened in two new locations - their first city centre site in Glasgow and an operation in Shawbost of the Isle of Lewis, which handles the DTI-backed Consumer Direct customer help-line.

Other TSC clients include Vodafone, 02, the Royal Bank of Scotland, The Woolwich, Barclays, and Direct Line.

The Dearne Valley acquisition marks their first move into England, and caps an eventful first few months for Chief Executive Officer Ken Hills, who joined TSC from Thus in April of this year.

“This is a very significant move for TSC,” emphasised Hills. “Although we have been based in Scotland, our clients reflect a cross-section of UK blue chip companies and this expansion to England shows we are now a very serious player not only in the UK contact centre sector but world wide.

“We have taken over a first-class facility and a well-trained, highly-motivated staff. We are confident that they can help us continue TSC’s growth.”

The company already handles a significant amount of work for T-Mobile in their Scottish operation and when the telecoms giant decided to sell their Dearne Valley operation to an outsourcer, TSC proved the logical choice.

The Centre will continue its present role for T-Mobile customers but Ken Hills ( picture included with release) sees a wider role for the facility in the future.

“There is a definite capacity to expand in Dearne Valley,” says Hills, “and we will be looking to place more work in there in the future. We have grown significantly recently and this facility will be a vital part of our continuing expansion plans.

“I have always maintained that the UK can continue to play a hugely significant role in the world-wide contact centre industry and there is much more business to be brought to the UK

“We will look to win that business.”

T-Mobile’s Customer Services Director Peter Scott said: “We are delighted that a company of TSC’s stature and experience are assuming control of our Dearne Valley operation. We look forward to them continuing the high standard of service available there.”

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