More good news for Rothesay contact centre firm

David Turner, CEO of HEROtsc, where operating profits more than doubled in 2011-12.
David Turner, CEO of HEROtsc, where operating profits more than doubled in 2011-12.

Fast–growing Rothesay-based contact centre company HEROtsc has reported a healthy set of year-end figures, and considerable growth, despite the current economic climate.

The company, which now employs almost a hundred staff in its Barone Road centre, saw a surge in profit and a healthy rise in turnover in the year to March 2012.

Turnover moved from just over £63 million in 2011 to just under £82 million in 2012 and operating profit increased from £4.1m to £8.9m.

Earlier this week the company announced a three-year extension to a customer service contract with stationery firm Office Depot’s Viking brand, safeguarding jobs both in Rothesay and at the company’s Dearne Valley centre in south Yorkshire.

A statement attributed the strong results to the development of new accounts and strong growth within the existing client base, alongside improved efficiency through economies of scale, which enhanced the underlying profit margins.

Adding to the estate to meet demand the company opened a 1200-strong centre in Derby on behalf of Sky in February and an additional site in Glasgow in April.

David Turner, HEROtsc’s CEO, said: “We have performed strongly in difficult times, demonstrating year-on-year growth.

“Over the past 12 months we’ve made significant improvements to the business, both in terms of how we’re structured and the quality of product we’re delivering.

“For example, we’ve developed a Smart Solutions product offer to customers, which is providing us with the cutting edge to provide better results for our clients and differentiate us from our competitors.

“This innovation in our business has continued post March 2012 and will have a long-term positive impact on our business.

“The full benefits of the two sites we opened earlier this year, in Derby and Glasgow, are still to be reflected in the company’s performance. With £11.2m in capital investment having been spent or planned across 2012 and 2013, the platform for further growth is strong.

“It is particularly pleasing to see the strong results reflected in job creation. We have seen a phenomenal increase in the number of team members we employ. Just four years ago we totalled 1,800 staff, today this is now six thousand.

“Importantly the quality and professionalism of the staff we have is of the highest standard and the centres are performing outstandingly.

“We look forward to that level of service and delivery continuing as we go forward.”

Founded in Rothesay as Telecom Service Centres Ltd in 1994, the company changed hands in a £23m management ‘buy-in’ in 2003 and was sold to the New Delhi-based Hero Group for £40m four years later.