HEROtsc awarded Highly Commended
06/11/2009

HEROtsc awarded ‘Highly Commended’ at the CCA Awards

The client dedication, skills and professionalism of the HEROtsc operation has earned a well deserved ’Highly Commended’ for one of the country’s most prestigious industry awards. The combined operation at HEROtsc’s Kilmarnock and Dunoon centres were one of only eight to be short-listed for the award of Best Outsourcing Partnership of the Year by the Contact Centres industry’s parent organisation the Customer Contact Association.

The expertise and innovation the staff  bring to their work for mobile phone giants Vodafone had richly earned the well deserved praise. This recognition follows hot on the heels of the recent news that the company is to increase the size of its workforce in the two Scottish towns by another 100 personnel to cover additional work won from Vodafone.
The submission is based around the achievements and innovations that HEROtsc have brought to their Vodafone campaign in the past 12 months. It is handled exclusively in the company’s Kilmarnock and Dunoon operations. Vodafone have allowed HEROtsc to introduce several innovative solutions, all of which resulted in not only improving service levels but also showed measurable and quantifiable financial gains.  The two operations are exceeding all KPIs (key performance indicators) with a dedicated workforce and very happy customers.

HEROtsc Business Manager Derek Anderson explains why the relationship works so well. “Vodafone have involved us in the highest level of decision making and afforded us a level of freedom that I have never before experienced,” he says. “That has allowed us to create a culture of constant improvement, delivering excellent results and mutually beneficial success.”
Paul Greig, Head of Vodafone Consumer Marketing agrees. “HEROtsc have not only delivered a consistently high level of service,” says Paul. “They also have built up a thorough understanding of our customers’ needs and used this to help form our propositions and re-engineer processes to a higher level”

The HEROtsc delegation headed to the awards ceremony in Edinburgh on November 4th hoping that they could come away with the top prize against their seven UK rivals and although PROLOG & Nissan Motor (GB) Ltd won the overall award category, the teams have done the company proud.  “I am delighted that our operation has achieved this accolade,” says HEROtsc’s Chief Executive Officer David Turner. “I am particularly pleased that the adjudicators have recognised the innovation our staff has brought to the account as we have continually stressed that the ability to generate new ideas for our clients is a particular HEROtsc strength. “Not only does the short-listing underline the skills and expertise of our staff, it also shows that we have the professionalism to work in a strong and powerful relationship with one of the world’s leading brand names – as Vodafone undoubtedly are. “To grow our business at a time when many companies in this sector are losing clients is a tremendous achievement. I look forward to more successes from our operations there.”