Contract telemarketing firm, Converso (formerly known as Outbound TMP) plans to hit back at the use of Indian call centres by the financial services community, with the launch of a new affordable UK-based inbound call handling service from November.
The launch coincides with a major re-branding of its current 200 seat operation, and is an attempt to woo back customers that are disillusioned by their experiences of outsourcing overseas, or are disappointed by the quality of service from UK providers.
Outbound TMP was set up in 1997 by founding directors Dino Forte, Jason Muller and Paul Harris. The new company will be re-named as Converso from October.
In order to make the new cost-effective inbound service possible,
Converso has spent the last year working with its technology partner Amcat, in the development of its new fully blended multi-media Contact Centre Suite that increases productivity & efficiency and enhances management and professionalism within a call centre. The cost-savings provided by the new software will be passed onto Converso's clients.
Director at Converso, Paul Harris commented: "In spite of the lure of cheaper outsourcing abroad, many blue chip companies have already had their fingers burnt as a result of appalling service levels and the hidden costs of managing an enterprise thousands of miles away. Of course companies are still being pressured to save money, but we believe the risk of offshore can still be too high, especially in circumstances where calls are more complex or require an in-depth understanding of
products or services."
He added, "We are not dismissing the benefits of overseas opportunities, where lower overheads can dramatically slash call handling costs. However, companies need to think carefully about the nature of the campaigns they are running and whether they suit the offshore call centre model. If not, they need to seek the skills of a UK-based provider who can deliver both acceptable service levels and return on
investment."
Converso specialises in call handling for financial services operations and has over six years experience of working for names such as Zurich, Royal Bank of Scotland and Legal & General.
