Garlands Call Centres
Tees Valley, UK, 9th September 2004. Garlands Call Centres has appointed Andrew Tedder, 41, as Senior Call Centre Manager responsible for managing operations for a major Garlands' mobile phone client. Andrew will lead personnel at Call Centre Manager, Team Manager and CSR levels.
Andrew comes to Garlands from Cims Limited (Part of Cendant Corporation) where, between 2001 and 2004, he acted as Head of Operations running six European contact centres. Andrew was responsible for improving customer service quality, implementation of long-term strategies, standardisation of pan-European best practice, as well as SLA management. Cims provides card protection policies and packaged account benefits for major European banks.
Prior to working at Cims Ltd., Andrew was Customer Service Manager for Supanet Limited, an Internet Service Provider. His responsibilities included managing customer relationships, together with the close management of an outsourced call centre. Previously, he held contact centre positions within Halifax plc, M&S Financial Services Limited and TSB Bank plc. Andrew holds a Masters in Business Administration (MBA) from Sheffield Hallam University.
"Andrew comes to Garlands with considerable customer service and management experience especially in the outsourced contact centre environment" said Chey Garland, Chief Executive of Garlands Call Centres. "These are skills that we value very highly. Indeed, it is essential that we work closely with our clients and with a deep understanding of their businesses if we are to succeed in our aim of delivering the very best services to their customers".
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 2400 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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