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Expansion

TTEC makes waves with European expansion

 960 640 Stuart O'Brien
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TTEC has signalled its intentions in Europe and the wider EMEA region with new clients across the technology and manufacturing industries, key local exec appointments and the hiring of 50 new employees at its Sofia facility.

The latter location is now providing multi-lingual on-call support with SLA compliance, service desk response, customer care and growth services across nine languages, including English, Danish, Finnish, German, Italian, Portuguese, Spanish, Japanese and Russian.

The company has confirmed three key appointments in Business Development, Solutions and Human Capital roles in the region:

  • Nameer Rattansi joins TTEC as Head of Solutions EMEA. With over 15 years of experience leading customer care services and support for global brands, Rattansi will expand his solution consulting leadership and project manage cross-functional CX teams throughout the sales cycle to conclusion on UK, pan-EMEA and global offshore deals.
  • An influential leader, Joanne Regan-Iles joins as Head of Human Capital EMEA where she will spearhead TTEC’s talent acquisition and human capital strategy. With 14 years of experience in leading Human Capital teams, Regan-Iles will be responsible for continued efforts in hiring, retaining and developing world-class people that serve as brand ambassadors for TTEC clients.
  • Clare Lomax, VP Sales for EMEA, will be responsible for accelerating the company’s regional go-to-market strategies and local market expansion. With an impressive track record of personally winning more than £1B of outsourcing contracts globally, Lomax is a motivated professional with 25 years of experience in strategic outsourcing sales.

“As an industry innovator and leader within the customer experience industry, it’s great to receive recognition that reflects our strong customer and partner relationships,” said Iain Banks, VP of International Markets, TTEC. “We have tremendous momentum at present, evidenced by our new client programs and team growth, strengthening our footprint in Europe and our leadership in transformative customer experience and engagement solutions.”

A successful Q1 2018 for TTEC in EMEA was concluded with it being shortlisted as a finalist for the Best Nearshore Team Award at the Global Sourcing Association (GSA) Professional Awards.

For more information visit www.ttec.com/emea/

Ventrica expands contact centre to meet omnichannel service demands…

 800 450 Jack Wynn
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Continuing an ‘impressive growth period’, Ventrica will be introducing a new contact centre ‘penthouse suite’ due to the increased demand for its omnichannel customer service offerings. 

The Southend-on-Sea based outsourced centre will open a roof-top wing, 19,000 sq ft site in 2017, expanding its current workforce of 280 agents to 480 full and part-time staff within the next year, and plans for an additional site at another location is part of the company’s future strategy for the next 12-18 months. 

Dino Forte, managing director and founder of Ventrica said: “We have attracted a number of new high profile B2C and B2B brands this year who are part of a wider trend of organisations that are looking to outsource non-core services. The investment in our new penthouse suite is to meet both the increased demand from existing clients but also to accommodate our future expansion.  

“The whole area of customer experience and sales is becoming more complex and companies now recognise that using a specialist third party makes perfect sense, as they often do not have the expertise, capacity or infrastructure in-house.”  

Ventrica has been shortlisted twice in the upcoming European Contact Centre & Customer Service Awards 2016 (ECCCSA) in the categories of ‘Best Outsourcing Partnership’ and ‘Medium Contact Centre of the Year’, with winners to be announced at a ceremony held at the Hilton Park Lane Hotel in London on November 21.  

Webhelp continues growth mission with Nordic expansion…

 800 450 Jack Wynn
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The leading global customer experience company, Webhelp, has confirmed that it has completed the acquisition of GoExcellent, an influential Nordic customer relationship management firm and the company will now be rebranded as Webhelp Nordic.

Following a period of strong growth in recent years under the leadership of CEO, Terje Andreassen, and a recorded turnover of $90 million in 2015, the arrangement brings a further nine centres and 1,700 employees across Finland, Norway, Sweden and Denmark to Webhelp, in addition to further expertise in the telecoms, media and technology sectors.

Co-founder of Webhelp, Frédéric Jousset, said: “I am delighted that this acquisition has been finalised today and that we can welcome Terje Andreassen and his wonderful team to Webhelp as Webhelp Nordic. Their expertise will enhance our ability to offer our clients a seamless, quality experience across a greater range of languages and countries in Europe. And as Webhelp Nordic, they will be able to call on the expertise and resources of Webhelp to ensure they can continue to develop and deliver even greater levels of service to their clients in the Nordic region.”

The acquisition is part of the company’s strategy to actively pursue geographical expansion and will allow Webhelp to offer its customers services in four new languages in the areas of customer experience where Webhelp is already widely recognised.