westport321 wrote:I really like the idea of telecommuting VS fixed work places, I was saddened to see the call centre close,it should have worked and worked well, other than the grant money running out was there any other reason for the closing?
The Call Centre here was another early victim of the current Global economic meltdown.
The contract we had with Scottish Power worked out well for both parties. Our agents were happier servicing customers than selling to customers. It provided a fixed income & allowed us to run other campaigns & side projects.
However, Scottish Power were preparing themselves for takeover by Spanish company Iberdrola, and started to take things like Customer Service back in-house, primarily to slash their outsourcing budget.
From there, we moved back into the selling arena, primarily with Creditfix, the inhouse debt consolidation business. We tried returning to customer service and negotiated a deal with 118 118 that required UPPING the staff levels. However, they were unable to honour the agreed contract and these extra staff were let go.
Meanwhile, despite getting other sidelines up and running ie. mortgage advising etc, the core debt consolidation campaign found itself over extended in the sub-Prime lending market & other areas ... and the rest is, literally,history.
(the Campbeltown site was always a bit different from other sites within the Contact 4 group, which were highly dependent on the core business (Creditix). We had been actively working to attract other clients of our own back to fill the seats. Obviously, in hindsight, a decicion was taken at HQ that the entire group was going to fold, so ultimately this wasn't an option & for the last few months the site was micro-managed from outwith, which was a horrible time, until the innevitable closure. We did however, manage to keep fighting long enough to see many of the agents made it through until xmas, which is a hollow victory, but a victory all the same).
So there's your answer, debt consolidation, housing market & takeovers and unfortunately global economic woe in those very areas. The call centre building is a huge thing, that requires a certain amount of staff to justify the rent & running costs. Laterly, that just wasn't feasible.
Was grant money the main issue ? Bear in mind, the entire company folded (Creditfix) ... that's a lot of other sites.
What the call centre was able to do however was employ on a large scale without having to worry about transportation links.
Even the existing electronic infrastucture provided adequate ability to work in partnership with other large companies and patch directly into their systems & that other sites in the group ie. Glasgow & Ireland could be easily remotely-controlled and on occassion "babysat"
from Campbeltown.