Sensée Creates 500 New Work-from-Home Contact Centre Roles

Sensée, the work-from-home specialist, is creating 500 new permanent and temporary positions to meet the growing demand for homeworking staff. The vacancies are for Customer Contact Advisors, Team Managers and back office staff to work for new and existing clients. Start dates are immediate. Applications from people of all backgrounds, levels of experience, gender and age are welcome. Contact centre experience is preferred but not essential. Customer service and other job-specific training is provided.   Sensée is the UK’s only 100% work-from-home contact centre specialist with fully-employed homeworkers.  The company has 17 years experience of operating and refining its homeworking model and manages customer contacts on behalf of many household brands as well as a number of Government departments. “We are delighted to … Read More

How to build a true customer first approach and prove it – MaxContact ebook

Almost every organisation says they put customers first, but not all of them match words with action. Recent research found that 75% of customers will spend more to buy from a company that offers good customer experience (CX). In other words, customers know what good CX is and are prepared to pay for it. So how do you build and measure a true customer-first approach? In MaxContact’s ebook they explore explain why, in customer and colleague communication, AI-driven speech analytics should now be a key building block of your CX strategy. “Speech analytics enables companies to unlock hidden insights from customer conversations, thus helping them to better understand customer requirements and effectively anticipate changing customer needs.” MarketsAndMarkets report. In this ebook you will … Read More

Palatine invests in leading Call North West member FourNet

LEADING mid-market investor Palatine Private Equity has acquired a majority stake in Call North West member, FourNet, the award-winning digital transformation and customer experience specialists with clients including 10 Downing Street, the Cabinet Office, HM Treasury and the Bank of England. Headquartered in Manchester, and with offices in London and Burton-on-Trent, FourNet has annual revenues of £38m and employs more than 100 people. The company has around 200 customers, with a significant number in the public sector.  Reflecting its strong three-year growth rate of nearly 55%, FourNet featured in the Sunday Times Tech Track 100 for 2020, the index of the 100 privately-owned technology companies with the fastest-growing sales. The company has won a string of awards in recent years and has also … Read More

FourNet speeds into the Top 40 technology firms in the UK

FourNet was today (Friday) named as one of the top 50 tech and telecoms companies to work for in the UK, and one of the top 100 companies in the North West of England.   Of the thousands of technology and telecoms companies across the UK, the privately-owned firm, which has offices in Manchester, Burton, and London, has been officially ranked as the 38th best technology firm to work for nationwide.   Call North West member FourNet was also ranked in the top 100 companies to work for in the North West, in the UK’s Best Companies 2021 survey.   There are nearly 800,000 companies across the North West and nearly eight million companies in the UK.  Last month, Best Companies revealed that FourNet had been given … Read More

Vulnerable Customers: launch of a 2-part programme

We are delighted to launch, in conjunction with TRUST, a 2 part programme which is designed specially to give contact centres the tools they need to best serve their vulnerable customer base. Call North West and SWCCF are collaborating with TRUST, a professional and exceptionally talented training provider whose experience and knowledge in this area of expertise are unrivalled to deliver a wide range key topics in a fully collaborate style which address: The identification of customers in vulnerable circumstance and making reasonable adjustments. The wellbeing of staff interacting with vulnerable customers. The development of policies relating to vulnerable customers. 2 great programme streams Programme 1 : Contact Centre Leaders Programme3 great sessions for Contact Centre Leaders whose teams are … Read More

FourNet given ‘outstanding’ star-rated status by staff – tech firm becomes one of the best companies to work for in Britain

FourNet has become one of the Best Companies in Britain to work for.  And that’s official.  The technology firm, which has offices in Manchester, Burton, and London, has been given an ‘Outstanding’ 2 Star rating in the UK’s Best Companies 2021 survey.  Richard Pennington, FourNet CEO said: “This is a terrific achievement for us. Receiving two stars in the Best Companies survey shows that we are one of the best businesses in Britain when it comes to happy and engaged employees.  “We also had more than 90% of our people take part in the survey, and that says a lot about the culture here, we’re all a part of making FourNet a great place to work.”  Achieving a 2 Star accreditation in the Best Companies annual survey is made possible only through an ‘outstanding’ commitment to workplace engagement.  As with … Read More

RAC Insurance sets up in-house broker as part of mission to top £300m personal lines GWP by 2023

RAC Insurance is today announcing it has set up its own in-house insurance intermediary in an important step towards fulfilling its ambition of exceeding £300m personal lines gross written premiums (GWP) by 2023.  RAC Telematics Car Insurance was the first product to launch on 30th March, with new Van and Home Insurance products to follow in Q2. Marcus Latchford, head of RAC Insurance, said: “Having run a fully outsourced insurance operating model for these products for many years, this represents a material shift in our insurance strategy. By setting up our own broker and taking direct control of key parts of the value chain, we now have far greater ability to differentiate our propositions and pricing to unlock the significant growth … Read More

New survey paints positive picture of Employee Engagement during lockdown

Cardiff, UK, 14th April 2021.  Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home.   However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem. 322 UK Contact Centre Directors, Managers, Agents and Advisers took part in the online study conducted by trade bodies the South West Contact Centre Forum and Call North West. Survey responses were collected between January 11th and March 12th 2021 and participants came from a broad range of Contact Centres from different industries. Separate detailed questionnaires were run … Read More

South West Contact Centre Forum and Call North West proudly present Mental Health & Wellbeing Insight Courses 2021 with Nick Elston

South West Contact Centre Forum and Call North West are delighted to share the work of a highly successful collaboration, a unique opportunity to become informed and well-prepared for your teams to best manage mental health and wellbeing. Make sure you  and your teams are prepared for the ‘new norm’, feeling confident to deal with personal and employee wellbeing. 10 great sessions – all designed to ensure they deliver maximum insight, including interactive Q&A throughout as well as an ‘Expert Guest Speaker’ who will join Nick on each session.