Garlands Call Centres has announced that it extended its investment in Aspect contact centre technology to its new Middlesbrough premises. Garlands is a UK outsourced contact centre operation with a blue chip client list that includes businesses in the telecoms (mobile and fixed), utilities, multimedia entertainment and financial services industries.
Opened in January 2003, Garlands’ Middlesbrough contact centre site is equipped with the same Aspect Contact Server and Aspect CallCenter technology that’s currently used at Garlands main contact centre site in Hartlepool, near Newcastle, UK.
The Aspect CallCentre technology answers, manages and reports on all voice calls handled by the Middlesbrough site with the Aspect Contact Server platform extending Garlands interaction offerings to include email, web, SMS and other on-line customer contact media.
Garlands CEO, Chey Garland, plans to increase capacity by as many as 1000 agent seats between the company’s Hartlepool and Middlesbrough call centres during 2003, bringing the total number of agents employed to around 2300.
“Garlands and Aspect have enjoyed a positive relationship over many years and the decision to invest in further Aspect solutions at our new site was a straightforward one. We don’t believe there is another universal queuing and CRM solution on the market today that is as integrated and flexible. It’s a capability that gives Garlands a significant competitive advantage in a tight marketplace,” Chey Garlands said.
“We’re very pleased to receive this new order”, says Paul Tollan, Aspect’s UK managing director. “Garlands and Aspect have enjoyed a strong relationship over many years and we very much appreciate their continued support”.
Garlands Call Centres was named ‘Best Large Contact Centre’ at the 2002 National Customer Service Awards. It was also a winner in the category ‘Intelligent Application of Data for Telemarketing’ at the 2002 Marketing Direct Intelligence awards.
Filipe Samora
2003-02-21
Em Foco – Empresa