Go BackGarlands enhances its Collections and Debt Recovery services portfolio
Garlands Call Centres has capitalised on over 27 years of credit management experience to create a Centre of Excellence for Collections and Debt Recovery.
The new operation will supply a broad range of tailor-made Collections and Debt Recovery services, extending Garlands' portfolio of customer contact services - and enabling the company to provide an End-to-End customer contact proposition to its blue chip clients (i.e. from customer acquisition services to registration, customer service, realtime marketing, collections and other customer lifecycle management services).
The Centre of Excellence will use state-of-the-art technology to drive high standards of quality and performance, and to improve customer experiences.
This technology includes Garlands' new IP contact centre,a unified communications solution that won the 'Orange Best Use of Technology in Business' award at the 2007 National Business Awards, North East region.
By integrating the technology and business processes employed within the Collections and Debt Recovery area more closely with Garlands' core contact centre operation, Garlands' agents will be able to access a broader range of information to assist in dealing with customers. Transferring customers (and information) between departments will also be more seamless.
"As we move towards a fully integrated, multichannel operation, it is important that our departments are linked by technology - and our people can more efficiently share information" said Chey Garland, Chief Executive of Garlands Call Centres. "The establishment of a Centre of Excellence for Collections and Debt Recovery is an important step towards this goal, as well as a significant addition to our portfolio of products and services."
About Garlands
Garlands is a leading UK provider of outsourced customer contact services via phone, email and the Web. Garlands' services range from customer service to outbound customer acquisition, debt collection, customer retention, technical assistance, cross-selling, upselling, staff accounts, activations, credit management, customer registrations, customer lifecycle management and many other back office functions.
Garlands believes that people are the key to delivering superb customerservice. It provides comprehensive and innovative programmes with aholistic focus to develop the skills of its staff - programmes that extend beyond the call centre and into the local community. The company owns eight prestigious contact centres, three in Hartlepool Marina, one in Middlesbrough town centre, three at Garlands' Contact Centre Village in Stockton, and one in South Shields.
Garlands was named 2007 Outsource Contact Centre Provider of the Year at the National Outsourcing Awards; and Tees Valley Company of the Year at the North East Business Awards in March 2008. The company was also ranked the UK's third largest inbound contact centre agency by sales turnover in the 2007 Precision Marketing Contact Centre League Tables.
Date - 13/05/2008
