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Call centre specialists, Res-Q Contact Services Ltd, used their second birthday to celebrate the ‘miraculous growth’ which has followed the launch of a new approach to their industry in the heart of East Yorkshire.
Having originally began with 12 staff, Res-Q is now a 140-seat call centre, acquiring a list of clients that includes two national insurance companies, a leading mobile phone network, the UK’s largest digital television provider and a prestigious fixed line phone company.
Director and Head of Operations, Gill Marchbank believes the success has been a team effort:
“It’s been an impressive start and much of that is down to the hard-working team that we’ve put together and the level of commitment we all show to our customers. From the very start, we’ve gone against the grain of other call centres by reinvesting in our people and offering them fantastic career opportunities. We’re leaps ahead of the rest of the industry in the way that we care about our callers and our staff.”
Gill Marchbank, who has extensive experience of the set-up and management of call centres across Europe and Australia, believes this experience, combined with an investment in the latest technology, has proved to be a winning formula. She continues:
“We have a unique approach to outsourcing that enables our clients to have as much or as little involvement in the running of their programmes as they want, seeing minute-by-minute what is happening in the call centre.
Business Development Manager, Nic Marshall, who hails from East Yorkshire, believes the choice to move the business to Hull has proved to be an inspired decision:
“Hull offers all the right ingredients to compete with any call centre location in the UK. The people of this city are an asset to any new business, particularly Res-Q, where they have played a key role in our development.”
He continues:
“We’ve already identified a second site in the city centre that will help us to treble our workforce and are proud to be playing a part in the renaissance that is taking place here.”
“We're a dying breed ... people who can make confident, cold calls and sell effectively.”
Gill Marchbank Operations Director
“Res-Q delivered a high level of sales performance, ensuring call quality at every step”
Graham Trueman | AXA PPP