Case study 9

“The Anchorcall project is progressing very well from my perspective - Telecommerce has my full confidence in seeing it through successfully”

Business Development Director – Anchor Trust

Telecom Service Centres Ltd.
October 2004 – July 2005

Operational Leadership – 1200 staff
Client: Chief Operating Officer

TSC are one of the UK’s leading contact centre outsourcers. The T-Mobile campaign is one of their largest clients accounting for a substantial percentage of the organisations turnover. The assignment focussed on increasing scale from 700 to 1200 FTE across 3 sites in Scotland and Yorkshire and improving operational performance.

  • Takeover the management of a former T-Mobile site at Dearne Valley, Yorkshire (250 staff; TUPE arrangements; introduce outsourcing culture; re-align site to TSC processes; etc.)
  • Increase staff levels at Greenock and Falkirk sites to satisfy new client contract.
  • Review / recruit senior operations management; meet quality and operational targets. This resulted in the 3 TSC sites consistently delivering superior customer quality scores over all 3 of the T-Mobile in-house centres.




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