HEROtsc have a range of professionally qualified staff across the depth & breadth of the organisation which will be deployed to ensure the success of our partnership with our clients. These qualifications include:

• Prince2 accreditation in Project Management ensuring the highest standards of quality control & delivery throughout our implementation process
• Our training team are members of the Chartered Institute of Personal Development
• COPC co-ordinator accreditation ensuring ongoing class leading standards of service delivery
• HEROtsc’s HR team are qualified as Chartered Members of the Chartered Institute of Personnel and Development (MCIPD)
• HEROtsc have invested in Six Sigma expertise and have a number of qualified practitioners within the business

HEROtsc are active members of a number of professional organisations driving best practice in the call centre industry, and view such organisations as vital to the promotion & improvement of the industry overall. Our memberships include:

• National Outsource Association
• Call Centre Association
• Professional Planning Forum
• Direct Marketing Association

At a basic operating level, HEROtsc’s core competency is in forecasting and planning - backed by a dynamic operating approach with flexibility inherent in its design. We recognise the often challenging timescales associated with customer management operations in competitive marketplaces and have years of experience of responding to and meeting our client’s demands.

Our approach to forecasting & planning, as the starting point for managing operational capacity, is based upon the following key principles:

• Understanding the contact content and volume drivers for emotionally complex versus highly transactional contact types
• Analysis of customer behaviour contributing to contact delivery and the client strategy around contact elimination
• Developing an in depth knowledge of the client marketplace and the impact of marketing strategy and channels on contact ratios and contact propensity
• Assessment of how the product and service mix affects advisor skill need, people strategies and workload
• Effective Governance framework to secure forecast accuracy and alignment of plans with estate wide client stakeholders.

Our local recruitment strategies ensure that we maintain a pool of skilled and experienced candidates for employment with HEROtsc, the ready availability of this resource ensuring that where operational expansion is required we have the capability to deliver within the shortest possible timescales. We will work with our clients to ensure our pool candidates satisfy the requirements of your online assessment to further increase the speed to market where At a tactical level, we deploy a real-time service delivery team to manage workload against service level objectives to ensure required results are secured at all times. This locally based team has the ability to dynamically manage shrinkage factors within the operation to ensure that any increase in customer contact rates or back office task allocations can be managed within the overall service level requirements.

Overall, for our clients this approach based upon strategic forward planning married to the ability to react quickly and tactically where required in the deployment of new resources or management of existing resources provides a significant degree of flexibility in respect of operational capacity.