Why HEROtsc? - An Overview

HEROtsc is trusted by many leading organisations to manage millions of their customer interactions every year.

Our excellence in a number of areas have been brought together to offer a 'best-in-class' solution  that encompasses:

• Success in key markets.
• Best in class delivery
• Innovation in CRM
• Brand values and culture
• Quality and professionalism
• Employee engagement
• Technology
• Sales Capability
• Business continuity
  

HEROtsc's success and difference lies in it's:

People
At HEROtsc we have genuine belief that our people give us the competitive edge. That is why we invest heavily in recruiting, developing and retaining our employees. As a result, HEROtsc has a loyal and energetic workforce, who identify totally with the client’s aims and objectives.

Flexibility
HEROtsc design, build and implement bespoke customer contact solutions for each of its clients. Its flexible, fully scalable contact centre infrastructure is managed by a dedicated team of experts and enables HEROtsc to seamlessly respond to peaks and drops in demand.

Experience
Whether it’s providing a fully functional team of over 1100 advisers offering the highest standard of customer delivery to a hight street mobile phone operator or 20 advisors for a three month building society campaign , HEROtsc’s impact is immediate and powerful.

Quality Promise
To enable us to drive quality and performance, we continue to invest significantly in quality management
and performance management systems as we move towards COPC adoption at all our facilities. Our excellence in quality enabled HEROtsc to become the first contact centre outsourcer in the UK to achieve the Call Centre Association’s Standard for Best Practice in the UK. In India HEROtsc also have full ISO9001:2000 accreditation.

Technology
Each HEROtsc contact centre is designed to world-class standards and includes best in class networking, computing hardware, physical security, power and telephony services. HEROtsc deploys proven technology in each of its centres and has a core network based on MPLS (Multi-Protocol Label Switching) technology which provides a global, robust and resilient network allowing HEROtsc to route calls with quality and class of service (QoS & CoS) between all of our sites enabling us to virtualise our UK and Indian operations.

Industry Knowledge
HEROtsc markets its services to specific industry verticals, drawing on its expertise within these sectors to develop solutions for new and existing clients. HEROtsc’s marketing and sales functions are completely focused on these business lines and have in-depth knowledge of each of our industry sectors.

Speed of response
HEROtsc is expert in seamless implementations and has some of the fastest ramp-up times in the industry. As one of many examples, HEROtsc implemented a large and innovative customer service solution for a large telecommunication client in just three weeks.

Longevity of Relationships
We have built up long-term partnerships with a number of major clients, including a ten-year partnership
with a major high street financial instuitution and a 7-year partnership with a major mobile phone giant, identifying completely with their vision. With the majority of our clients we achieve partnerships that many outsource service providers aspire to, but few achieve.