Oz call centre operator reverses charge with Norwich expansion
An international call centre operator has reversed a global trend by committing to the long term growth of a young offshoring hub in the East of England.With tens of thousands of UK call centre jobs having disappeared at a rate of knots to India and elsewhere, Australian firm Insight Call Centre International (Insight CCI) has lived up to its country’s reputation as the land down under and gone for the industry opposite.
Ironically, given that 10,000 jobs have been relocated offshore in the financial services industry alone, Insight’s second – and growing – UK call centre is thriving in Norwich, the financial services capital of East Anglia.
Insight CCI is one of the world’s leading telemarketing sales solutions specialists working solely with charities and not-for-profit organisations. The company set up its first UK office last year in Drayton and then opened up a fledgling operation in Norwich.
Director Melvyn Hill, company director, said: "When Insight CCI was planning a diversification in to other markets rather than just Australia it was never an option to go to somewhere like India.
"Insight CCI bases its performance on the quality of its workforce and feels it is right to invest in the community in which you operate.
"Norwich was picked for its proximity to London and Stansted, its community feel and the quality of the workforce."
The UK part of the business is going so well that Insight CCI is now moving from the outskirts of Norwich into the city centre and is currently undertaking a recruitment drive which will see the business double in size.
Mel Smith, operations manager of Insight CCI, added: "We launched the pilot business here last year and after a successful first year are re-locating to a more central position in the region to make travelling easier for staff.
"The move is also in time for our biggest recruitment drive since we started in the UK. We are currently looking for 25 full/part-time staff, which will almost double our team in size."
Insight CCI has revolutionised fundraising for charities. Two of the main tactics developed for effective fundraising by the company are the selling of lottery and raffle entries.
The directors have been involved with fundraising in the Australian charity sector for years and the company has a turnover of around £5 million a year.
Working in Australia for some of the country’s largest not for profit organisations such as Telstra Child Flight Air Ambulance, the Australian Volunteer Fire Brigade and the Police, Insight deals with clients such as Age Concern and Marie Curie Cancer Care in the UK from the headquarters in Norwich.
Smith said: "Insight CCI is completely unique to both the UK call centre and charity fundraising markets.
"We have found our niche in the UK, in that most charities depend on direct mail campaigns, whereas our experience in Australia has proven that a combination of direct mail and outgoing calls are far more effective in improving funding performance for charities."