Posted On November 29th, 2012
The opening by Michael Moore MP of Sykes's new contact centre operation by Netherdale in Galashiels two and a half months ago has already proved to be an unqualified success. Some forty agents have now undergone induction and further advanced training with some tough performance targets now being consistently exceeded. Indeed, one of the key objectives of establishing a contact centre in Gala was to tap into an extremely high quality Borders workforce with the potential to resolve myriad hi-tech demands from Argos customers.
In addition, the forty agents, who are likely to number more than 50 during the course of the next six months, all hail from the Borders with some travelling from as far afield as Jedburgh. The operation is targeted to grow to 200-seats over the next eighteen months.
Team Leaders Richard Dobson from Galashiels and Scott Webster from Selkirk have already won considerable accolades from Paolo Gaggero and Marco Kelly, respectively Sykes account manager and account director, for their success in creating a team, which is already surpassing key performance indices and customer satisfaction levels of over the 90% levels. Sykes's relationship with Galashiels can be traced back to 1998, when town printers McQueens were bought by globally spread Sykes Enterprises to handle mainly commercial inquiries from digital and software suppliers throughout Europe. McQueen's had by this time established a rapidly growing multilingual call centre with a hi-tech speciality in Edinburgh. The Galashiels facility was established shortly afterwards, dedicated to fulfilment ' whether this was literature demanded by contact centre clients or a wide spectrum of products, which Sykes Gala has so successfully handled over the years.
The decision to create a contact centre operation in Galashiels has given this traditional fulfilment operation the important element of diversity, while tapping into the intrinsic strength of a well-educated Borders workforce.