TSC celebrates 12% growth with £5.1m profits.

Telecom Service Centres, Scotland’s largest contact centre company, has again out performed the sector in another excellent year of growth.
For the third successive year, the company has announced a significant rise in both turnover and profits as it continues to attract new business to its nine-strong network of UK sites which stretch from Aviemore to Yorkshire’s Dearne Valley.

For the year ending August 31 2007, TSC saw turnover rise 12% from £49.3m to £55.1m with profits up £3m to £5.1m – a hugely satisfactory performance.
“I am delighted that we are continuing to maintain such a consistently strong record of growth,” says Chief Executive Officer Ken Hills. “Our growth last year was 50% ahead of the average for the sector which, in itself, is a real achievement in the face of tough competition.

“But to couple that with such a significant rise in profits underlines our overall competitiveness – and shows we are in excellent shape to secure further expansion during 2008.

“While the financial figures are important, TSC is also about people, and I am equally proud of the fact that in the last three years we have doubled our staff.
“In that time our employee numbers have risen from 1600 to over 3000 – often bringing jobs to areas where there is a real need for employment.
“That is a hugely important aspect of the TSC success story.”

Last autumn’s merger with the contact centre arm of the Hero Group brought their 800-seat site in Gurgaon, near Delhi under the control of the existing management team and Hills is positive this promises even better growth in the future.

“I am sure that the industry will see a much-increased demand from customers for a mixture of on-shore and off-shore services,” hHills explains.
“We are ideally placed to offer these services together with the transformational capability which is all so important to the success of business process outsourcing. It is about adding value and the transformation of business critical processes and operating models which will differentiate successful BPO organisations.

“We feel that the approach to provide quality voice services, together with a widening of service provision, will position the business to achieve the expected growth targets.

“In addition, our alternative offshore solution mitigates the impact to the company of work being transitioned to low cost locations.”

While maintaining high standards of service it will still be vital for the company to maximise its efficiency and Chief Financial Officer Dean Hartley is satisfied with another excellent year of tight fiscal management “In the previous year we had secured efficiencies of circa £400,000,” says Hartley. “For the last year, although turnover has again risen considerably, our outgoings have increased only marginally – emphasising the continued efficiency of our operation when compared to many of our competitors.”

While the UK will remain their main operational base, TSC are now on a worldwide search for new customers to join a blue-chip client list which includes Vodafone, T-Mobile, HSBC and Hewlett Packard.

Chief Operating Officer David Ewing is leading a growth strategy targeting the UK, with the USA, Australia and India as key new business areas for both organic and inorganic expansion.

He explains: “Our new capability not only gives us huge financial stability, it opens the door to new marketplaces like the United States and we are determined to take advantage of those opportunities.”