Case StudiesRead about some of the success stories of Wales-based contact centres and get an in depth understanding of the kind of benefits companies in the sector have received from their location in Wales and their relationship with the WDA.
Black Horse - a runaway success in Cardiff Black Horse, provider of consumer lending products, was set up in Cardiff in 2001. The company was created to consolidate 2 of Lloyds TSB Group’s personal finance operations under one unified brand. In just three years Black Horse has gone from success to success delivering over £150 million profit this year, in which the Cardiff operation has played a vital role. Click to read Black Horse's full case study BT - developing contact centre excellence in south west Wales BT is a leading provider of communications technology and serves over 20 million business and residential customers in the UK. Established in 1987 the company’s contact centre in Swansea is a member of the West Wales Association of Communication Centres which was set up by the WDA. Click to read BT's full case study dial - setting the right tone in Wales Established in March 2004, following a management buy-out, dial is Wales’ only independent contract contact centre provider. Currently employing just under 300 people at its base in Cwmbran, dial has experienced rapid growth over the past nine months and has achieved a turnover of £7-million. The company attributes much of its success to its location in Wales. Click to read dial's full case study A move to Wales boosts Friday-Ad’s profits Leading independent publishing company Friday-Ad recently relocated its HQ and contact centre from the South East of England to Pembrokeshire. The company produces classified advert newspapers for the UK and Spanish markets. The WDA provided practical and financial assistance to Friday-Ad during both the company’s initial move to Wales and its subsequent expansion. In addition, the Agency’s Account Manager provides on-going advice and support to the company. Click to read FridayAds' full case study Hazell Carr builds on its success in Newport Hazell Carr is a provider of outsourcing services to the Financial Services Industry. Set up in 1997 the company has become a major player in the outsourcing market and now employs around 650 staff throughout the UK. In 2000 Hazell Carr set up its operation in Newport, South Wales, with 30 people. Since then the company has experienced rapid growth and now employs 275 people in Newport. The WDA is currently working closely with the company on further expansion plans. Click to read Hazell Carr's full case study Newport City Council - setting high standards in customer service Set up in March 2003 to improve access to the city’s public services, Newport City Council Contact Centre has become a model for other public sector organisations to follow. Within 18 months the centre has delivered substantial improvements in customer service. The contact centre currently employs 55 people and is set to expand further. Click to read Newport County Council's contact centre case study Wheelies Direct- racing ahead Wheelies cycles was set up in Swansea in 1982 and purchased by its current owners in 1989. As a result of its rapid growth the company introduced a mail-order arm, Wheelies Direct, and subsequently established a claim-validation and bicycle replacement service for insurance companies. The company enjoys a beneficial relationship with its WDA account manager, who has helped the company with two expansions, providing advice on property options, funding and connections to other sources of assistance to support the company’s growth plans. Wheelies Direct now employs 70 staff at its purpose-built warehouse and contact centre unit in Swansea. Click to read Wheelies Direct's full case study |
