Outsourced contact centre provider Garlands Call Centres has appointed Val Webber as Senior Call Centre Manager responsible for managing operations for a major mobile phone client. The operation currently comprises several hundred personnel at Call Centre Manager, Team Manager and CSR levels.
Val is an experienced Senior Call Centre Manager with over 10 years experience working in a high volume sales and service environment where she was responsible both for delivering successful sales and service programmes, as well as for developing and implementing business strategies and change management programmes.
From 2002, Val has worked as a self-employed customer service consultant following a highly successful career of over 20 years with Barclays Bank which saw Val develop her career from marketing assistant, through Area Sales and Recruitment roles to eventually running the company's Sunderland Contact Centre with responsibility for over 1500 personnel.
As Head of Contact Centre operations for the Sunderland contact centre, Val successfully planned and managed the entire high volume inbound and outbound call handling operation for both personal and small business customers of Barclays Bank. Under her management and guidance, the centre achieved outstanding sales success.
"Val's achievements during her time at Barclays Bank were truly outstanding and we're delighted to announce that she has joined us" said Chey Garland, Chief Executive of Garlands Call Centres. "We are constantly on the look-out for talented people with a proven track record in delivering great service and impressive sales success. As a people-focused business, Garlands is passionate about developing its people, building their careers and enabling them to deliver superb service on behalf of our clients".
Garlands Call Centres is the UK's leading provider of outsourced customer contact services via phone, email and the Web. Garlands' services range from customer service to outbound customer acquisition, debt collection, customer retention, technical assistance, cross-selling, upselling, staff accounts, activations, credit management, customer registrations and customer lifecycle management.
Garlands provides an integrated multi-channel contact handling capability with the ability to manage customer contacts via phone, email and the Web as a single queue and in accordance with user-defined business rules. The company has a blue chip client list that includes leading businesses in the telecoms (mobile and fixed), utilities, Internet services, multi media entertainment and financial services industries.
Garlands believes that people are the key to delivering superlative customer service. It provides comprehensive and innovative programmes with a holistic focus to develop the skills of its staff - programmes that extend beyond the call centre and into the local community. Garlands Call Centres received a Special Commendation for HR Excellence at the 2003 HR Excellence Awards.
Garlands owns three prestigious contact centre sites, two in Hartlepool Marina and one in Middlesbrough town centre. With over 2500 personnel, Garlands is the second largest private employer in the Tees Valley.
Garlands was named 'Tees Valley Company of the Year' at the 2004 Tees Valley Business Awards, 'Best Large UK Contact Centre' at the 2002 National Customer Service Awards and was a finalist in the category 'Best Inbound UK Contact Centre' at the 2004 National Sales Awards. Garlands Chief Executive, Chey Garland, was named 'Business Services Entrepreneur of the Year' at the 2002 Ernst and Young Entrepreneur of the Year Finals, 'Best Business Leader' in the 100+ employee category at the 2002 Sage Business Awards, and was a finalist in the 'CRM Business Leader of the Year' category of the 2004 CRM Industry Awards.
For further media information, please contact:
Garlands Call Centres
Tel: 020 8744 9168
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