Spark Contact Centre
Leanne English

Member Article

Spark secures major contract win with BT

Gateshead-based Spark eCommerce Group has announced a major new contract win with BT.

The group’s contact centre and fulfilment division, Spark Response, is to provide customer call centre support to the telecoms giant.

The win marks a strategic re-entry into the telecoms market for Spark as Managing Director Peter Slee explains: “Working in competitive, highly regulated and compliance-driven markets with leading global brands is very much part of our legacy at Spark. We enjoyed eleven successful years delivering campaigns for clients in the energy and telecoms sectors up until 2011. During this time, we provided a fully dedicated, large-scale, blended inbound and outbound contact centre offering which could include 50 to 100 seats for a single client.

“Over the past 18 months, we have concentrated on growing our multi-client inbound customer service offering whilst actively seeking to identify products and brands that are in line with changing consumer trends and demands in order to make a return to operating blended, dedicated campaigns of scale. We have always retained the infrastructure, leadership and technology required to make that return with the right partner. Part of our growth strategy has been to find the right brand to work with and BT is a perfect fit for us.

“We’re excited to be partnering with such a prestigous and progressive brand. Telecoms, broadband, mobile and digital TV are undoubtedly products of the future that present such fantastic growth opportunities, both for Spark as a service provider and for BT as the country’s market-leading brand.

“The win also represents a major investment into new cloud-based CRM and dialling technologies and will add up to 50 seats to our existing contact centre for which we’ll be recruiting both internally and externally. We’re keen to invest in finding the right people to work with our existing team and make our campaign with BT a great success.”

Spark Response, along with sister company Spark Etail, recently announced the formation of a new overarching brand, Spark eCommerce Group.

Peter said: “We’re a highly diverse business with our pedigree firmly in the contact centre and eCommerce fulfilment markets as a service provider. We also have the benefit of being an online retailer ourselves through our own brands that include Ethical Superstore and Natural Collection. Our return to running large scale dedicated contact centre campaigns strengthens our diverse offering and we’re proud to be working with BT in making that happen.”

This was posted in Bdaily's Members' News section by Leanne English .

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