Merchants Limited announces today it has been chosen to deliver a bespoke 175-seat Customer
Servicing Centre for HECM Customer Services Limited, an administrative subsidiary of HBOS, the 11th largest FTSE 100 company in terms of market capitalisation. The complete solution provided by Merchants includes the recruitment and training of the customer service agents and the installation of desktop and networking infrastructure to accommodate them.
Working to an extremely tight deadline, all 175 staff were on board and fully trained by Merchants within eight weeks of signing the contract in early January. By the beginning of February all of the relevant processes and equipment had also been installed, and the first teams had gone live. The team occupies a dedicated HBOS-branded floor of Merchants’ premises in Milton Keynes. The area has full security measures in place to ensure that only relevant staff have access to the operation.
Adam Foster, Merchants’ General Manager with responsibility for the HBOS operation stated: “The extremely fast set-up has been a testament to the success of all parties teamwork. We have worked very hard to understand our client’s requirements and through instigating a series of culture workshops we have made sure that all our team members truly reflect the nature and goals of HBOS. Merchants has been able to offer a commercially creative solution and has demonstrated flexibility to ensure that all of HBOS’ objectives for the centre are met. The strong partnership between ourselves and the client will set the foundations for a successful long-term operation.”
There are three teams within the Customer Servicing Centre, including a Telephone Desk, which is capable of handling in excess of 1500 customer inbound calls a day. The other two teams support part of HBOS’ back-office administrative functions. HBOS also has some management based on-site in Milton Keynes to provide additional back-up and support.
Mark Rudd, HECM’s Relationship Manager who is responsible for the activity with Merchants comments: “We chose Merchants because we needed a company that we could trust who would provide a consistent quality of service. Their expertise in setting up a complete Customer Servicing operation in such a short timescale has been very impressive, particularly given the tight time constraints. Working in partnership with Merchants we have created a very strong team that will lead to a safe and solid ongoing operation. Through strong management and rigorous planning Merchants has been able to provide added value at every opportunity.”
Merchants Limited is Europe’s leading customer contact solutions company, providing a full range of innovative managed services to enable the successful generation of customer value in real time, every time. From communication centres in the UK, Ireland, South Africa and Australia, Merchants manages the outsourced customer contact operations of some of the world’s best-known and most respected brands. Merchants is a wholly-owned subsidiary of Dimension Data Holdings.
Sarah Rowan / Nicki Sims
+44 20 7282 1049 / 1080
+44 1908 232323
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