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Vodafone reveals new call centre deal in wake of Garlands administration

21st May 2010
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Vodafone UK has signed a major multi-year deal with a Scottish call centre firm only days after its decision to cancel a contract with the largest provider in the North East contributed to it going into administration.

Garlands Call Centres floundered after losing big contracts with Vodafone and TalkTalk within days of each other. Vodafone said at the time that it was "disappointed" by the collapse of an organisation that it had worked with for many years, but had invoked contingency plans to ensure that customer service was not disrupted.

But it has now come to light that Vodafone has expanded an existing deal with Herotsc - formerly known as TSC - which is based in Scotland, thereby securing the future of the organisation in the country. The firm runs seven call centres across Scotland and one in England and will now take over the ownership and running of Vodafone’s customer service centre in Warrington.

The arrangement will see Herotsc looking after Vodafone’s "high value" customers and all 600 staff at the Warrington centre will transfer over to it. The move will also secure the jobs of more than 200 workers in a facility at Larbert, near Falkirk.

Last year, Herotsc was forced to close its Greenock premises when mobile operator T-Mobile moved the work overseas. The jobs of staff based in Larbert were also put at risk. But following a deal with broadcaster Sky, the company was able to re-employ most of the personnel it had laid off and has now boosted their number.

Hertosc’s chief executive David Turner told the BBC: "The agreement strengthens our operations in Scotland because, for the past nine years, we’ve been running Vodafone’s pre-pay operations from our centres in Kilmarnock and Dunoon."

Vodafone’s decision to outsource its "highest value customers" was an unusual one, he added, but replaced the jobs lost as a result of the T-Mobile situation, thereby providing “security for our operations in Scotland”.

Herotsc will now employ almost 3,300 staff across 10 locations, up from 2,500 previously.

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