Press release
Telewest Business voice services help call centre
operator beCogent achieve 1,800 per cent growth
November 22 2004. Telewest Business, the supplier of broadband
communications to the public and private sector markets, has been
chosen to provide voice services for beCogent call centres.
Headquartered in Airdrie, Scotland, beCogent is one of Europe’s
most advanced customer interaction centres and a leading provider
of outsourced contact centre solutions. Named by Deloitte and
Touche in 2003 as one of the UK’s top 50 fastest growing technology
firms, beCogent has achieved a growth rate of 1,800 per cent since
it began in 1999. It employs 1,400 over its four sites - Airdrie,
Erskine, Stirling and Goring.
beCogent is an outsource specialist company taking and making
calls to customers of the centre’s twenty big client businesses.
Telewest Business was brought in to help beCogent maintain their
call centres by providing nearly 1000 channels of Q931 lines. (Q931
is an international protocol recommended for telephony services in
order for calls to be compatible with other public, international
networks). These lines have been provided for incoming and outgoing
calls insuring a constant level of service to all their customer
call centres.
Telewest has also provided beCogent with a 2Mb private circuit
in order for them to take overflow calls from Telewest’s own
Consumer Call Centre insuring that Telewest themselves, maintain
their own level of service and commitment to customer service
standards.
Commenting on the deal, Ron Peerenboom, CEO, beCogent said: “ We
chose Telewest because of their flexibility and competitive price.
They have lived up to our expectations and have been very proactive
in assisting us with our business at a time of dramatic change and
a growth of 1,800 per cent. Telewest has helped us to achieve
better value for money and adjust our tariff rates according to
shifting volumes whilst proactively assisting in developing the
communications strategy for beCogent.”
Howard Watson, CIO, Telewest Broadband, said: “ The volume of
calls into call centres nowadays means that implementing a
successful and adaptable call plan is one of the most important
priorities for any call centre manager. Likewise, you need a
reliable telephony provider who can change and adapt with you
depending on peak hours and times of the year. Working with
beCogent on this project has allowed Telewest to get to the heart
of the beCogent business and help them to consistently provide high
levels of service to their customers.”