Pansie in palm of hands

News

Customer Contact AssociationBuilding on success – Unilever & Careline shortlisted for CCA Awards

Careline and Unilever have reached the shortlist in two categories of the highly prestigious CCA Excellence Awards 2010. The nominations recognise the achievements of the Unilever Consumer Care Line, which has been operated by Careline since 2007.

Our nominations in the ‘Best Outsourced Partnership’ and ‘Best Customer Experience Centre’ categories are testament to Careline’s success in engaging with both our clients and their customers.

The Unilever Consumer Care Line consistently outperforms those of its competitors for call quality and customer experience. Unilever, with Careline’s support, has led the way in using a consumer care line as a means to generate and maintain brand loyalty and to capture valuable customer intelligence that feeds continuous improvement.

The Unilever Consumer Care Line supports over 3,000 Unilever products within 40+ brands. An intensive Graduate School programme and exhaustive knowledge base means every agent is able to handle enquiries on any one of those products.

“Our work with Unilever has now been shortlisted for two major industry awards, testament to what can be achieved when two companies enter into a close engagement with a shared purpose – to deliver exceptional service,” says Careline’s Managing Director, Charles Cooper Driver.

Find out more about Careline’s support for the world’s leading manufacturer of food, home care and personal care products.

The final award results will be announced at a gala during the CCA Annual Convention in Glasgow on 16 November.

Find out more about the CCA Excellence Awards at
www.cca-global.com.

Date added: Wednesday 21st July 2010

Back to top

Careline - Call centre awardsCareline & Unilever shortlisted for major industry award

Careline and Unilever have been shortlisted in the ‘Best Outsourced Partnership’ category of the 2010 European Call Centre Awards. The nomination recognises the achievements of the Unilever Consumer Care Line, which has been operated by Careline since 2007.

Since working with Careline Unilever has seen consumer satisfaction improve dramatically. The Unilever Consumer Care Line now consistently outperforms those of its competitors for call quality and customer experience. At the same time, through a range of innovative process improvements, Careline has reduced the cost of operating the line by 15%.

The Unilever Consumer Care Line supports over 3,000 Unilever products within 40+ brands. An intensive Graduate School programme and exhaustive knowledge base means every agent is able to handle enquiries on any one of those products.

Find out more about Careline’s support for the world’s leading manufacturer of food, home care and personal care products.

The final award results will be announced at a gala dinner at Birmingham’s NEC on Tuesday 21 September.

“We’re thrilled that our achievements and Unilever’s have been recognised in this way,” says Charles Cooper Driver. “Unilever has always had a clear vision for its Consumer Care Line, both as a loyalty generator and as a source of business intelligence. We’re delighted to have been able to spend the last three years making that vision a reality.”

Find out more about the European Call Centre Awards at www.callcentre.co.uk/europeancallcentreawards.

Date added: Friday 9th July 2010

Back to top

Careline - HGSLHGSL acquires Careline Services

Bangalore, June 21, 2010: HGSL, a leading provider of Outsourcing Solutions to a Global Clientele of Fortune 500 companies, has announced that it has, through its European subsidiary, acquired a 100% stake of U.K. based Customer Relationship Management company – Careline Services.

Careline Services is a leading contact centre provider servicing more than 20 marquee customers across verticals such as Government, FMCG, Financial Services, Automobiles, Telecom & Retailers. Established in 1997, it offers a range of services for inbound and outbound interactions and has over 1000 highly trained employees across 3 sites in the U.K. - 1 in London and 2 in Scotland. It handles in excess of 50,000 customer interactions every day across multiple channels and in 14 languages. The CEO of Careline Services, the Senior Management team and key employees of Careline Services will continue in their roles after the acquisition.

This acquisition will act as a launch pad for HGSL to enter the large UK and European Markets and will also be a platform to cross sell its global delivery model to Careline’s European client base. This is HGSL’s first acquisition in UK and it expects to grow the business rapidly in the next few years. With this acquisition, HGSL will have a presence in 29 delivery centres across the USA, India, Philippines, Canada, Mauritius and the U.K. and its global headcount will across 16,000 people.

Commenting on the acquisition, Mr. Partha Sarkar, CEO of HGSL said “Our acquisition of Careline Services is a continuation of our endeavor to expand the global footprint of HGSL. This acquisition provides us entry into the European market which offers great promise for the future and we are looking at expanding our presence here at a fast pace. Careline is a strategic fit as it opens up a new geography and provides access to new clients. This enhances our ability to meet customers’ expectations of delivering services across different geographies.”

About Hinduja Global Solutions Ltd. (HGSL)

Hinduja Global Solutions, a part of the multi-billion dollar conglomerate - Hinduja Group, excels in providing outsourcing solutions that include Back Office Processing, Contact Center services and customized IT solutions to its global clientele comprising several Fortune 500 Companies. HGSL has been ranked the Best performing Call Center Worldwide by the Global Services Magazine in association with Neo IT in January 07. HGSL serves over 80 clients through its 26 delivery centres in India, United States, UK, Canada, Mauritius and Philippines. The Company employs over 15,500 people worldwide and reported revenues of $193 million in the fiscal year 2009-10. HGSL is a public limited company, listed on both the leading stock exchanges in India, the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE).

Date added: Monday 21st June 2010

Back to top

Careline - HGSLCareline prepares for growth as part of global group

Careline Services announces that it has been successfully acquired by Hinduja Global Solutions Ltd, a leading customer management business with operations across India, the Philippines, Mauritius and North America.

Careline will operate as a wholly owned subsidiary of HGSL and will maintain its own brand, management team and client base. It will continue to market and provide its full range of outsourced services, which are complementary to those of HGSL in other markets. In addition to its three UK based contact centres, Careline will now be able to offer its clients access to a comprehensive range of global locations.

The Careline management team, which has been stable since the company was founded in 1997, remains in place. Charles Cooper-Driver, co-founder and Director of Careline, will become part of the HGSL management team by virtue of his role as Managing Director of Careline.

Careline is a top 10 player in the UK contact centre market and is HGSL’s first acquisition in Europe.

Commenting on the acquisition, Charles Cooper Driver said:

“The acquisition marks the next phase of growth for Careline and strengthens our ability to act as a strategic business partner to our clients. As part of a global business that is both financially strong and technologically advanced, and that has a worldwide service delivery network, we will be well placed to provide increasingly sophisticated solutions to our national and international client base both in the UK and further afield.”

Careline is a top ten UK provider of outsourced customer and prospect management services with over 1,200 highly trained agents and 1,100 workstations across three locations in London (Chiswick), Selkirk (near Edinburgh) and Alness (near Inverness). It handles in excess of 50,000 customer interactions every day across multiple channels and in 14 languages. It is a member of the Call Centre Association (CCA) the Direct Marketing Association (DMA) and is authorised by the Financial Services Authority (FSA). Its clients include some of the UK’s most reputable brands including Unilever, Sky, Virgin and the Post Office.

Date added: Monday 21st June 2010

Back to top

Careline - Soccer AidCareline joins the Soccer Aid team

Over 90 Careline staff ‘manned the phones’ for this year’s UNICEF Soccer Aid match between England and the Rest of the World on Sunday 6 June. Careline staff handled over 2,500 calls and was the highest performing contact centre on the night with a 99.5% effectiveness rate. By the end of the evening members of the public had donated around £2.1 million for UNICEF – more than doubling the sum raised in 2008. With donations still coming in the total is expected to rise even further.

“Every minute of every day, children die from common diseases like measles, diarrhoea and malaria. Millions of children don’t go to school, or have food, shelter or clean water. Children all over the world suffer from violence, abuse and discrimination, are forced to work in dangerous conditions and denied the chance to play. Because caring comes naturally at Careline, we’re happy to help wherever we can,” says Careline’s managing director, Charles Cooper Driver.

Money raised by Soccer Aid will go towards UNICEF’s crucial work helping to put it right for the world’s most vulnerable children.

Find out more about Soccer Aid and how you can donate at www.unicef.org.uk/socceraid2010/

Date added: Thursday 10th June 2010

Back to top

Careline - Sport ReliefCareline mans phones to help Sport Relief raise £31 million

Over 100 Careline staff 'manned the phones' for this year’s Sports Relief on Friday 19 March. Together they took more than 4000 calls from members of the public making donations to one of the UK's biggest fund raising programmes. The £31 million raised by this year’s Sport Relief, will be used to turn around the lives of poor and disadvantaged people here at home and in some of the world's poorest nations.

Careline’s team of volunteers included the entire Careline board, who all spent the night taking calls alongside their colleagues. “We were all quite nervous before taking our first call,” recalls Careline’s Sales Director, Roger Beadle, “but once we got going it was incredible, there was an amazing buzz around the place”.

"It was a wonderful night and one which we were all so proud to be part of," says Careline's managing director, Charles Cooper-Driver. "We’re now looking forward to supporting Comic Relief 2011!"

Find out more about Sport Relief at www.sportrelief.com and find out how the money raised is being used to support good causes.

Date added: Tuesday 27th April 2010

Back to top

Careline - NHSNHS chooses Careline to support information revolution

The National Health Service (NHS) has appointed Careline to support a country-wide revolution in the way medical records are made available to healthcare professionals and citizens.

The newly established NHS Care Records Service (NHS CRS) will make citizens’ medical records available online. It will begin by creating a Summary Care Record (SCR), for every citizen, which will include important current information about their health, including details of allergies, current prescriptions and likely adverse reactions to common medicines. Over time the record will be updated whenever the individual uses an NHS service, with details of the health problem reported and the care provided.

People across England will be informed of the planned change by information mailings sent to them over the next few months. Careline’s information line, staffed by a specially trained team of advisors, will be on hand to answer any questions or concerns they might have about how their records will be compiled, stored and made available.

“NHS CRS will revolutionise the way medical information is held and accessed,” says Careline’s Sales & Marketing Director, Roger Beadle. “It means healthcare staff will have high speed access to vital up-to-the-minute information and, therefore, be in a better position to provide patients with the best possible and most appropriate care – even in an emergency. However, it represents a big change for patients many of whom, no doubt, will want reassurance about how their information will be handled and safeguarded. That’s where we come in,” says Roger.

Careline was chosen by the NHS because of its broad experience in providing customer information and help lines for an array of public and private sector organisations and because of the speed of its response. Careline aims to have the service up and running in a matter of weeks.

Date added: Tuesday 9th February 2010

Back to top

Careline - DreamsCareline wins Dreams contract

Dreams, Britain’s leading bed specialist has selected Careline to support its customer service operations. A fast moving, vibrant and pioneering company, in just three years Dreams has more than doubled its branch network and trebled its warehousing capacity.

“To support our phenomenal growth we need the support and expertise of a high quality, flexible outsourced contact centre partner says,” say Jonathan Street, Dreams’ Head of Customer Service. “Having reviewed the market in a competitive tender process, we believe Careline is the company best placed to help us achieve our goal of delighting customers, while supporting our continued growth.”

Dreams has ambitious growth plans and a strong desire to drive customer satisfaction to ever greater heights,” says Careline’s Client Services Director, Liz Parry.  “We’re very excited about working with this market leader and supporting the achievement of its business goals over the coming years.”

Date added: Friday 15th January 2010

Back to top

Careline - committed to branded conversationsCareline - committed to branded conversations

Careline has engaged the services of expert behavioural psychologist, Dr Guy Fielding, to build its ability to deliver contact centre interactions that reinforce and reflect the brand values of its clients and engender positive customer outcomes.

Dr Fielding is a chartered social psychologist who has, as an academic and practitioner, shaped UK thinking in the fields of interpersonal and organisational communication over the last twenty five years. He has developed his 'brand in conversation' programme with a range of leading brands and service organisations over the past several years. The programme combines advanced conversational skills with the ability to translate brand values into differentiating contact centre behaviours.

"In tough times customers are hungry for the reassurance that comes from dealing with trusted brands; brands whose values they recognise and espouse. We know that customers' brand perceptions are formed and maintained by their interactions with an organisation - including those that take place in the contact centre. Our work with Dr Fielding will help ensure that every customer conversation we have on our clients' behalf reflects their brand, engenders loyalty and builds client relationships."

Careline is one of the first outsourced service organisations to espouse 'brand in conversation' techniques and believes it will create a major service advantage for the clients it supports.

Date added: Tuesday 17th November 2009

Back to top

Careline to hit the ground running for Sport ReliefCareline to hit the ground running for Sport Relief

200 Careline agents have volunteered to 'man the phones' for next year's Sport Relief weekend (Friday 19 - Sunday 21 March). Our staff will handle calls from members of the public who wish to make donations to this, one of the UK's biggest fund raising programmes. Money raised by Sport Relief, will be used to turn around the lives of poor and disadvantages people here at home and in some of the world's poorest nations.

The Sport Relief programme includes a series of events across the UK, at which people are being asked to 'run a mile to raise money'! Many Careline staff will be taking part in the run and taking donations in the contact centre.

"We're looking forward to a fast, furious and fantastic weekend of fundraising in March," says Careline's managing director, Charles Cooper-Driver. "I'm also looking forward to dusting off my Nikes and running a mile or two myself!"

Find out more about Sport Relief and how you can run a mile to save money at www.sportrelief.com.

Date added: Tuesday 10th November 2009

Back to top

Careline supports CCA Gold Standard AwardsCareline supports CCA Gold Standard Awards

Careline took a leading role at this year's ceremony to celebrate the latest contact centre operations to achieve the CCA Global Standard, accredited by the UK Contact Centre Association (CCA).

We're were delighted to take part in this celebration," says Careline's Managing Director, Charles Cooper-Driver, "and to look ahead to next year when we expect our own contact centres - all actively pursuing accreditation under the standard - to take centre stage."

The CCA Global Standard has been established as the benchmark for UK contact centre excellence by the CCA, working in partnership with some of the UK's most customer focused businesses, including BT, British Gas, RBS Group, the BBC, Vodafone, BSkyB and Tesco. "By achieving accreditation in 2010," says Charles, "we will provide our clients with absolute reassurance that the contact centre operations we manage on their behalf are among the best in the UK."

Date added: Tuesday 3rd November 2009

Back to top

Careline Contact Centre Manager reaches top three in Virgin Customer Service AwardsCareline Contact Centre Manager reaches top three in Virgin Customer Service Awards

Lemmy Chibuye, Careline’s Contact Centre Manager for Virgin Health Bank, has been honoured by Richard Branson.

Lemmy is one of three individuals whose achievements will be recognised in the Richard Branson Award for Customer Service, which draws entries from across the whole family of Virgin companies. Lemmy was nominated for the award by Rob Whitmore, Quality Controller at Virgin Health Bank, in recognition of his passionate dedication to service delivery.

“Lemmy has worked for Virgin Health Bank since its launch, is totally passionate about service and a dedicated professional. Due to his extremely high standards he’s recruited a team that delivers premium service and will accept nothing less than the best for ‘his’ customers. For this reason the entire management team, the board and CEO of Virgin Health Bank endorses his nomination for this accolade.”

Virgin Health Bank provides a premium service to new parents, collecting and storing vital stem cells from the umbilical cord blood of their new born children as a safeguard against future illness. The work is time critical and emotionally sensitive, since the window in which the cells can be collected is a one-off opportunity; brief and unpredictable. That means the Careline service has to be available night and day and that Lemmy and his team are often called upon to go ‘beyond the call of duty’. On several occasions he has personally hand delivered collection kits, reassured doctors, secretaries and partners of mums-to-be and been on call 24 hours a day, should help be required in an emergency.

Careline has provided the customer care line on which the Virgin Health Bank service depends since its launch in February 2007.

Date added: Friday 30th October 2009

Back to top

Careline and hmv support children’s cancer charityCareline and hmv support children’s cancer charity

Careline executives and clients took part in a charity golf day on the 15th October at The Belfry that raised over £50,000 for CLIC Sargent, the UK’s leading children’s cancer charity.

“Our team may not have won on the day,” says Careline’s Business Development Director, Roger Beadle, “but the charity certainly came out on top! We’re very proud and happy to support our colleagues at hmv in their determined and generous charity appeal.”

CLIC Sargent provides extensive support services to children and young people suffering from cancer, and to their families. To find out more about the charity and its work go to www.clicsargent.org.uk.

Careline has worked with hmv since 2006, supporting its online sales channel and customer loyalty card.

Date added: Friday 30th October 2009

Back to top

Careline wins Identity and Passport Service Business Helpline contractPassport Service appoints Careline

The Identity & Passport Service (IPS), responsible for the production of passports and the introduction of identity cards, has selected Careline to support the rollout of the UK’s new National Identity Service. Consumers in the Manchester area will be invited to apply for identity cards in late 2009 and their availability will be extended to other locations in the North West of England early in 2010. A marketing campaign is already underway to build awareness of the scheme amongst businesses that will be regularly presented with the new cards as proof of identity by consumers. The campaign is supported by a helpline, manned by staff in Careline’s Selkirk contact centre.

Careline’s trained team of advisors will answer questions from businesses about the identity cards and send out information packs requested by phone or email.

Careline was selected from a number of companies on the Central Office of Information’s roster for public sector and government contact centre related projects and, for the past 6 months, has gained valuable experience in a similar field, managing UK passport enquiries from over 50 countries.

“It is vital that businesses have access to reliable, speedy information about the new cards, how they can be used and how they should be checked,” says Careline’s Managing Director, Charles Cooper-Driver. “Our experience dealing with the UK passport office stands us in very good stead to support this important new service as it rolls out across the UK.”

Date added: Wednesday 14th October 2009

Back to top

Careline to benefit from the motivational skills of Olympic Gold Medallist Andy HodgeOlympic gold medallist, Andy Hodge, to support Careline’s staff development programme

Andy Hodge MBE, gold medallist at the Beijing Olympics, is to play a role in Careline’s new staff development programme in conjunction with other Molesey Boat Club athletes.

During the Beijing Olympics Andy led Britain’s coxless four to a last-gasp victory. As the 2,000 metre race entered its final stages the Australian crew were ahead and looked certain to win. However, led by strokeman Andy, the Great British crew of Peter Reed, Tom James and Steve Williams were driven to reach the finish line four seconds ahead of their rivals.

“There’s no doubt that Andy is a champion – charismatic, determined and focused on success. That’s just how we want our people to be as they develop their careers with us,” says Careline’s CEO, Charles Cooper-Driver.

Date added: Wednesday 14th October 2009

Back to top

Careline non-exec recognised in CCF awards

Mike Havard, Non Executive Director of Careline and its daughter company, Semafone, was runner up to Simon Roncoroni for the Lifetime Achievement Award in this year’s European Call Centre Awards.

“Mike has a passion and enthusiasm that has helped shape the development of our industry in the UK,” says Careline’s Managing Director, Charles Cooper-Driver. “It is gratifying to know that his intelligence and insight is now helping to shape the future of our own business.“

Mike Havard became a Non-Executive Director of Careline in 2008.

Date added: Wednesday 14th October 2009

Back to top

Careline achieves CCA Global StandardCareline aims for CCA Global Standard

Careline’s three UK contact centre operations are in pursuit of the CCA Global Standard, granted by the UK Call Centre Association.

The CCA Standard, created in partnership with some of the UK’s biggest and best contact centre operators, including BT, British Gas, RBS Group, the BBC, Vodafone, BSkyB and Tesco, will provide Careline’s clients with the assurance that its operations are among the best in the UK.

“The CCA Global Standard is uniquely customer focused and places strong emphasis on a commitment to processes that ensure continuous improvement,” says Careline’s Operations Director, Bryan Clasby. “It will give us the opportunity to benchmark our performance against the biggest and best in the UK and to give our clients complete assurance of our commitment to excellence.”

Find out more about the CCA Global Standard

Date added: Wednesday 14th October 2009

Back to top