Norwich Call Centre > Call Centre News > Substantial Business Win Leads to Major Developments

Substantial Business Win Leads to Major Developments

By OpenContact | Published: October 15, 2009


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We are delighted to announce we have won a substantial new contract which has resulted in significant growth for our business. The initial three year contract with TPS (Insurance Admin Services) Ltd, part of the Longhawk Insurance Group, one of the UK’s leading niche insurance specialists, commenced on the 18th September.

We won the contract against national competition to secure TPS’ sales, administration and fulfilment operations. As part of the contract TPS’ entire Norwich based staff have transferred to our employment. Of the 35 transferred staff, 25 will be employed directly in the call centre, doubling our current staffing levels. The remaining 10 employees will strengthen OpenContact’s management and support teams, in areas such as IT, HR and compliance.

OpenContact will handle sales, customer service and medical screening calls, together with policy administration, renewals and fulfilment for a range of travel and wedding insurance packages, both for the Longhawk Insurance Group’s own branded products and their third-party clients, who include some of the UK’s best known brands.

Our existing expertise in managing outsourced business coupled with the proximity of OpenContact to the current TPS Longhawk Insurance Group’s offices has allowed a seamless transfer of existing members of the team and their skills.

Commenting on the new business win, Fiona Temple, Managing Director of OpenContact said: “We are thrilled as a business to have secured a new contract with TPS. This marks a significant new development for OpenContact and a huge leap forward for the business in a tough climate.”

“With TPS onboard, call volumes are expected to increase by over 200,000 per annum and significant growth is expected over the next few years. This is a major development for OpenContact and one that is part of our ongoing plans for growth.

“In time, we expect all OpenContact call centre staff to become fully integrated, thereby offering all our clients access to a much larger number of call centre agents and so providing greater flexibility to cope with fluctuations in demand.”

Michael Warren, COO of Longhawk said “Following a detailed review of our contact centre operation, we are delighted to have appointed OpenContact as our external contact and fulfilment provider. The combination of their vast experience and the in-depth knowledge and expertise of our own TPS staff, will ensure that we continue to provide our clients with a call centre and fulfilment service which is second to none.”

OpenContact will continue to provide high quality and tailored call centre and fulfilment services to a wide variety of organisations across the UK, from holiday and activity adventure companies to furniture retailers and car manufacturers.

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