Our Sites

Aviemore | Dearne Valley | Dunoon | Erskine  | Falkirk  | Greenock | Gurgaon | Kilmarnock | Rothesay  | Warrington

Who We Are

HEROtsc are Innovators in the Design, Development, Deployment & Delivery of Insightful Customer Management Solutions.

• A member of the US$4.2 Billion Hero Group
• Hero Group comprises of 20 companies employing over 27,000 people
• One of the top 15 BPO suppliers in the world
• Serving global blue-chip organisations across 4 continents
• 9 contact centres
  • 8 in UK
  • 1 in India
• Sustained growth in turnover and employees
  • 2500 front line staff in UK and India
  • 110 support staff
  • Turnover for 2008 - £56M
  • £25m   Inbound Sales Orders / Month
  • 2,500,000   Calls / Month
  • 30,000   Customer Satisfaction Surveys / Month
  • 15,000   Call Recordings Quality Graded / Month
  • 5,000   Employee Coaching Sessions / Month

Functions & Capability

• Operations Management
• Resource & Planning
• Reporting & MI Analysis
• Quality Assurance
• Training
• Human Resources
• IT Support
  

Exceptional Workforce

HEROtsc’s people centric approach to service delivery and its resourcing model based upon creating jobs away from major urban centres has resulted in an extremely loyal and stable workforce. The clear customer and client benefits realised from such an approach may be summarised as follows;

• reliability of resourcing translates to consistent service delivery performance
• retention of staff equates to retention of knowledge & experience, in turn translating to increased contact handling efficiencies and enhanced customer experience.
   

Technology & Environment

All HEROtsc sites are state-of-the-art customer management facilities, designed to provide the best possible employee and customer experience. These site benefit from dedicated training rooms and meeting room facilities, and incorporates large canteen areas (including substantial self-service area) and onsite shop providing a range of hot and cold food. In addition, all employees have access to our internet cafés and dedicated garden area where available. 

The centres utilise the latest Avaya ACD technology, deployed alongside our Aspect Unified IP capability which provides a robust platform for the management of inbound and outbound voice contacts and email. We have invested in Magnetic North contact recording software, providing the capability to record both voice and screen information for compliance and quality assurance purposes.

We have deployed Teleopti Workforce Management across our wider HEROtsc estate to ensure our operations are delivered and managed effectively within agreed efficiency parameters. Our Falkirk location is the UK reference site for Teleopti and is a major contributor to their ongoing product development programme through best practice forums.