No average call centre: Hilton outfit makes massive growth spurt

2012-12-21 00:00

“NOT your average call centre” is probably a good way to describe entrepreneur Brett Gray’s operation in the heart of Hilton.

It’s probably one of the most dynamic and rowdy work environments in Hilton, characterised by strong incentives for staff and a range of fun ways to keep staff at the top of their game.

Prizes of all sizes and cash rewards are always on offer for staff members.

These are crucial interventions for an industry that is known to have a higher than average staff turnover.

Trading as Quindell BPO SA, the business has undergone a massive growth spurt in recent months, doubling its call centre staff count to 70 in only six months.

One reason for the massive growth has been an incentive scheme of the Department of Trade & Industry (DTI).

Gray is the former leasing manager at Liberty Midlands Mall and the regional head of development leasing at Liberty Properties.

He told The Witness that Quindell handles sales of electricity and gas on behalf of utility companies in the United Kingdom.

“The recession and economic downturn in the UK has not affected us. Businesses still have to use electricity and gas. We are fairly recession-proof.”

The business was established in 2009 by Gray, who has a strong entrepreneurial streak.

While there have been bumps along the way, Gray is relatively confident about the future, particularly given the DTI’s support scheme.

“We have our eye on expanding all the time.

“The DTI helps fund things. It puts money into your pocket … and the incentive is generous. Our expansion is down to this. “It incentivises the creation of call centre seats.

“Their support has been awesome. They are highly efficient and organised. They ensure that there IS rigorous auditing. They are always accessible.”

While Gray concedes that though many call centres struggle with the retention of staff, they have bucked the trend.

“If you look after your staff, they will look after you.

“We also have a rigorous training programme,” he added.

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