Southend, UK, 18th July 2006 - Converso, one of the UK’s fastest growing outsourced contact centres, headquartered in Southend, has increased its global reach and capacity by partnering with Rigney Dolphin, Ireland’s largest third-party contact centre operation. Converso will offer Rigney a foothold in the UK marketplace offering its specialist outbound expertise in B2C campaigns, whilst the Irish operation offers additional capacity to dedicated inbound campaigns with the building of its new 500 seat, 32,000sq ft facility in Waterford.
Group General Manager at Rigney Dolphin, Mervyn O’Callaghan comments on the reasons behind the alliance, “There are some major changes occurring in the contact centre industry at this time, with many organisations wanting to localise their customer contact centres and move away from potentially risky off-shore operations”.
He continues, “Partnering with Converso was a strategic move to address this demand and provide a vehicle for future growth within the UK market. We wanted to offer our clients an alternative approach to their contact centre operations, one based on in-country support, service and knowledge. We were very impressed, by the ambition, passion and market specific knowledge demonstrated by Converso, all of these attributes were key to our decision-making process”.
O’Callaghan concludes, “The new arrangement will enhance our credibility and strengthen our position in Ireland and the UK. It will also provide both organisations with the ability to scale during peak periods and offer more resilience and business continuity in the event of a major network outage in either country.”
Director at Converso, Dino Forte, comments on the new partnership, “The new relationship will support our future business development plans. As a result of the co-operation, we will have increased levels of flexible capacity, access to an additional labour pool, plus the ability to offer proven inbound and outbound services, without additional financial investment. Rigney has extensive experience in dedicated inbound campaigns for major blue chip clients such as Vodafone and BMW, and this complements our extensive B2B and B2C outbound and inbound operations here in the UK”.
He continues, “Ireland is the most preferred “near shore” location and therefore offers our clients a viable alternative to off-shore locations such as India that run the risk of delivering poor service.”
Established in 1997 as Response Track Ltd, the seasoned telemarketing specialist changed its name to Converso Contact Centres in 2003 and provides both inbound and outbound call handling. The company’s well-trained, highly motivated and friendly staff are an all-important first point of contact for its customers and are backed up by a virtual call centre - a sophisticated blend of people skills and advanced computer and telephone integration. The company services a range of industries including finance, utilities, public sector, manufacturing, leisure, IT & telco, retail and the arts.
About Rigney Dolphin:
Rigney Dolphin is the largest outsource contact centre in Ireland. Offering both inbound and outbound services the portfolio includes, customer care, technical support, customer and business development and market research. The company has a prestigious client base that includes some of the world’s largest companies and operates 780 seats over 4 centres throughout the country.
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