Best in Class Delivery

HEROtsc are one of the UK’s largest provider of outsourced contact centres services to a number of leading service, financial and technology industries. We have a wealth of experience in delivering world-class solutions to our blue-chip client base. We believe we would provide best in class delivery at the following levels

• At the strategic level we can offer a range of business operating models with significant, cost, client and end user benefits.
• At the operating level, our operating model and associated infrastructure will provide access to a lean and cost effective organisational design, which will secure advances in quality, demand profiling, service delivery and efficiency.
• At the end-user level, the client will benefit from the outcomes secured by this best in class delivery model. Our current client portfolio’s market positions and customer satisfaction indices have been improved year on year.
• We are more than an outsourcer and we can offer a range of other solutions that would provide useful insights to the clients business. These skills include complete model analysis with recommendations for improvement, customer demand analysis, profiling and demand reduction, value chain analysis, real-time service satisfaction and advisor engagement, natural voice recognition and our real-time bridge management.

HEROtsc have developed a best in class operating model based on our years of experience in delivering industry-leading solutions for our clients. The key principles which underpin this model are:

• Forecasting and Planning
• Technology Implementation 
• Recruitment
• Training
• On-going performance management
• Quality
• Data security/integrity and protection
• Performance reporting
• Account management
• Problem resolution & escalation 
• Improvement activity

Client Propriety Programmes

Where we provide services for multiple clients within a single industry vertical, their respective business units are designed to be  independent of one another to prevent sharing of personnel, data or processes. The approach taken is to ensure:

• Geographical exclusivity – for direct competitors, we guarantee that operations are only provided from separate geographical locations. Our contact centre estate currently comprises ten separate locations to support this policy.
• Senior Management independence – HEROtsc deploy dedicated Business Manager’s with responsibility for all aspects of client service & business delivery. No single Business Manager within our organisation structure can be responsible for two clients who may be considered competitors within their given marketplace. This approach secures the intellectual property and campaign knowledge within each business unit at a senior management level.
• Dedicated operations resource – At the operations level, employees are recruited .to each client’s specific requirements and are dedicated to their particular campaign. Resource is therefore flexible only within a specific business unit rather than across the HEROtsc estate. This resourcing model secures retention of knowledge within individual business units only.
• Technology separation – HEROtsc’s technology environment ensures that, at every operational level, no individual on a given campaign can view or amend/alter any applications or systems used by another campaign.