Both Compaq and the US Embassy have signed on the dotted line again and under the terms of the extension, THUS will continue to provide inbound and outbound contact centre services.
The US Embassy has been working with THUS for over ten years with a contract value of £500,000 per annum. The call centre, which is based in Glasgow, deals with all visa enquiries with both a live and automated service. All agents are taken on a tour of the Embassy’s Consular Section so they fully understand what it does and how they can co-operate on a daily basis.
THUS has been working with Compaq for more than four years. In Scotland alone the number of employees has grown from 70 in July 1997 to over 300 people in July 2001.
Both contact centres provide Compaq and the US Embassy with high levels of customer support and service, which in turn enable them to grow and strengthen their own positions in an increasingly turbulent market.
An efficient and reliable contact centre is essential to Compaq’s operations in the UK, said Tony Deans, director of Compaq’s UKCC (contact centre). The availability of a highly skilled labour force and an excellent telecomms infrastructure are crucial in any operation of this type. Glasgow and THUS have proved to be an ideal combination for all our business needs.
We are pleased to continue our relationship with THUS; the length of time we’ve been working together is proof that this concept works, said a senior Consular official at the US Embassy. Dedicated agents ready to take our calls means we can continue to forge a relationship not only with THUS, but also with our valued customers.
Ken Hills, business services director and general manager of contact centres at THUS, added: This highlights the benefits that contact centres bring to large organisations. Whether you’re a large retailer or a government body, there’s no excuse for poor service.
SOURCE: COMPANY PRESS RELEASE
