TSC are one of the UK’s leading contact centre outsourcers. The T-Mobile campaign is one of their largest clients accounting for a substantial percentage of the organisations turnover. The assignment focussed on increasing scale from 700 to 1200 FTE across 3 sites in Scotland and Yorkshire and improving operational performance.

• Takeover the management of a former T-Mobile site at Dearne Valley, Yorkshire (250 staff; TUPE arrangements; introduce outsourcing culture; re-align site to TSC processes; etc.)
• Increase staff levels at Greenock and Falkirk sites to satisfy new client contract.
• Review / recruit senior operations management; meet quality and operational targets. This resulted in the 3 TSC sites consistently delivering superior customer quality scores over all 3 of the T-Mobile in-house centres.