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Garlands Call Centres has appointed Ron Coleman as its new Head of Management Information Systems (MIS). He joins Garlands with over 19 years private and public sector experience of delivering IT solutions in a customer service environment.

Ron Coleman will manage all aspect of Garlands' MIS, including the provision of accurate and timely management information in accordance with Garlands' clients' contracts. He will also be responsible for creating and implementing Garlands' MI strategy and for ensuring that relevant data is being recorded, reported and analysed in order to optimise contact centre performance and improve customer service quality.

Ron Coleman joins Garlands from the Department of Work and Pensions where he was responsible for overseeing an Absence Management process for over 4,500 personnel as well as for generating key performance and absence data. Ron Coleman was previously a Business Analyst in a leading eCommerce Business, and prior to this, the Transition, Service Delivery & Asset Manager for the Crown Prosecution Service - where he was responsible for key elements of a £300m outsourced IT contract. In the 1990s, he fulfilled several Senior Manager roles within the IS Department of Comax/ Amey over a nine year period. Comax was originally the service delivery division of the Defence Evaluation and Research Agency (DERA).

"We're delighted to welcome Ron on board" said Chey Garland, Chief Executive of Garlands Call Centres. "He has a first class track record of delivering IT solutions in a customer service environment and an impressive career in senior IT positions. Ron's appointment is another clear indication of our commitment to deliver quality improvements through the application of state-of-the-art information technology solutions".

About Garlands

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 2200 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:

Michael Gray
Garlands Call Centres
Tel: 020 8744 9168
Email: michael.gray@cjgarland.com



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