Redstone will provide dedicated telecoms support across TSC’s nine call centres serving a range of blue-chip clients, in the financial services, mobile telecommunications and technology sectors.
The UK call centre sector is preparing for its next period of rapid growth as an increasing number of high-profile companies realise the value of hosting their call centres from the UK rather than outsourcing them overseas.
The Redstone Telecom solution has completely replaced TSC’s legacy solution and enables faster fault resolution, better cost control and the scalability to exploit next-generation technologies.
TSC’s appointment of Redstone reflects a strategy by the company to cut costs and increase operational efficiency by reducing its number of external IT and telecoms suppliers, while at the same time maintaining its position as a call centre with a reputation for unrivalled quality-of-service.
“We are delighted to be deepening our relationship with TSC at this time of rapid of expansion for the UK call centre industry,” said Mike Coppack, sales & marketing director, Redstone Telecom. “For a company such as TSC, which prides itself on its reputation for quality of service, telecoms services are mission critical, so this contract reaffirms our status as a best-of-breed supplier.”
TSC’s outsourcing strategy was to engage with high-quality, best-of-class partners in relation to computer or telephony technology. Redstone Telecom has worked with TSC since 2004 and is already considered its largest outsourced IT provider.
“Some services are becoming so technical or specialist that to maintain profitability, you have to outsource them to a specialist,” says, Niall Gallacher, IT director, TSC. “In the last 5 years we’ve seen web, text, email, SMS and IVR systems. What’s not always recognised is the technical capability and capacity of systems that are required to deliver these services.”
Redstone Telecom’s relationship with TSC involves the provision of outbound minutes via carrier pre-select, metro trunks and also some inbound calling facilities, such as non-geographic numbers (0845/0870).
Redstone Telecom also provides TSC with a wealth of additional reporting and billing information - including monthly rather than quarterly bills - giving the company better cost control during its phase of rapid expansion.
“We run on a month by month basis – but at any stage during the month we expect to be able to do a ‘year-to-date’, which is pretty hard if you have to wait until the end of the quarter to get bills in,” says Gallacher, “Redstone Telecom billing us on a monthly basis is hugely advantageous from a finance perspective and the information is also a lot more accurate than we received from our previous supplier.”