Today's media and entertainment industry is one of rapid, relentless and complex change. New technologies require updated operating procedures within the enterprise, while increasing demands from business partners and consumers alike create new challenges and opportunities.
 
Several strategic imperatives will drive the future success of media and entertainment companies. Companies need to:

• Start serving the global marketplace
• Focus on understanding and serving their customer base, while strengthening brands' ability to draw and maintain audience attention
• Establish new paradigms for content creation, embracing user-created and regional content
• Ensure that the infrastructure is in place to support tomorrow's operations

As media markets have benefited from strengthening consumer demand fuelled by the increase in HD channels, the strong growth of social media (content marketing and customer engagement) coupled with on-line media apps and hardware for the mobile leisure industry with the associated increase in advertising revenues, the digital media and leisure industry is strongly placed to exploit a number of new technology and commercial models which will see a resurgence in bottom line profits.
 
HEROtsc is strongly placed to deliver full and comprehensive customer management solutions that cater for this fast-moving sector dynamics.
 
Customer Satisfaction - execution of optimal and best of breed customer service strategies and performance algorithms that produce exceptional CSAT results

People Satisfaction – pioneering employee engagement strategies to deliver a “Great Place to Work” culture

Value Creation – deployment of significant innovative and value add contributions towards the achievement of largest UK digital entertainment customer base.

Revenue Generation / Volume Reduction – delivery of outstanding up-sell performance and self serve opportunity securing reduced & highly optimised operating costs over a short period of time. 

Highlights
With three dedicated centers of excellence, having over 1200+ people, working for digital media clients, HEROtsc has with its performance and reputation earned the right to be awarded the place of Strategic Partner ensuring:

1. continued growth that has maximized the outcomes for our premium customer in this space.
    
2. we run industry recognised benchmark sites, in security & regularity compliance for Media and Entertainment industry.
   recognition as estate leader in lead generation for warranty cover
    
3. first OSP to embark on estate transformation leading the way to single operation, with multiple functions for increased customer satisfaction and performance metrics
    
4. flagship site for ISO accreditation in Information Security & Data Management and Quality Management
   

 Our client:

1. Strong Sales Growth – clients set their outsource service providers a challenge of delivering the best sales rates across their key product range. Customer Services based at HEROtsc Falkirk stepped up and delivered OSP record results and achieved status as No.1 OSP in delivery of key product range cross/up-sales programs.
    
2. Insights & Best Practice - Model office launched in 2010. Its aim - to identify insights and analysis to customer and operational issues and deliver working improvement trial and BAU solutions. Project delivered an improvement of 50% in customer transfer rates of which solutions were shared as best practice across all site teams.
    
3. Flexibility – Dedicated planning & resource management team in conjunction with experienced management team have been able to react to customer and client demands by delivering the right resources at the right times. In addition HEROtsc have been able to strategically and tactically deliver solutions to management of new in-bound and outbound call type deliveries as part of estate transition.
    
4. Development – Investment in our staff by ensuring delivery of a coaching centric approach to support development of staff and attainment of clients operational KPI’s. Our focus is to continually improve the skills and knowledge base across our existing and expanding workforce via regular, consistent and structured coaching/appraisal framework. Our Management University and mentoring scheme ensures we are able to identify and nurture talent from within HEROtsc
   

Utilizing methodologies and tools developed by HEROtsc we deliver revenue enhancement programs, improving your customer experience and deliver a genuine contribution to your bottom line.

Work streams include:

• lead generation with new customer acquisitions
• marketing campaign support
• new product launches
• loyalty marketing
• up-sell and cross-sell programs

   
Delivering a real reduction in operating costs while enhancing the customer experience.

Work streams include:

• order-taking, technical support, customer service and information services
• billing and sales through service & retention
• developing monthly contract customer base
• high value premium customer care
• customer satisfaction surveys