clientfeature
Yell’s expansion
plans one year on
It’s almost a year sinceYell,the Andrew Bradshaw, Newport call approachability of management, the
international directories business, centre manager, said: “When it became working environment and the
opened its new call centre in Newport apparent that we needed to expand out development opportunities available were
citycentretosupporttheexpansion of of Bristol, South Wales and the Newport all cited as strengths following a two-day
its awardwinningYellowPages area particularly was immediately put on assessment by the British Standards
118 24 7 service. the list as a possible location. Institute (BSI).
In that time it has seen a successful “It’s a key area for the call and As a result of the BSI assessment,
initial recruitment phase, established itself contact centre industry in the UK. It is the centre has now achieved certification
as a key employer in the region and close to Bristol so there are benefits to the Customer ContactAssociation
attracted official plaudits for customer operationally and it has a reputation for Global Standard – one of the highest
service quality and its pleasant working offering a motivated talent pool to select honours in the customer service industry.
environment. from. In addition, the Newport call centre
Occupying both wings of the second “We are also playing a role in the has also played its part in winning the
floor of the £3.5m Usk House off George regeneration programme for Newport city 118 24 7 service fourth place for
Street, Yell’s call centre currently centre – something we’re proud to be customer satisfaction in the annual UK
comprises around one hundred people, part of.” CompariSat consumer survey. It was the
predominantly call advisors. Yell’s investment, which involves only directory enquiry service ranked in
These are the backbone of the plans for further jobs, secured grant aid the top 10 and was placed behind
118 24 7 service, helping callers find from the WelshAssembly Government Waitrose,Asda andAmazon.
business and residential phone numbers and support from theAssembly’s Andrew Bradshaw said: “We’re very
but also helping with more detailed International Business Wales team. pleased with the first year in Newport and
requests for wider information so as to The initial expansion announcement definitely feel we made the right choice in
find relevant businesses and services. received a huge response, attracting establishing our second centre in the city.
The need for a second call centre interest from 2,500 prospective call “The team has performed well and
became apparent about 18 months ago, centre advisors in and around Newport. there’s a good, fun buzz about the place.
with increased call volumes at 118 24 7’s In June last year, the newly-opened The perception is that people really enjoy
existing centre in Bristol – a reflection of centre received a significant boost with working here.”
its strong reputation for high quality an official launch by WelshAssembly
customer service since its launch in Government Minister Dr Brian Gibbons.
2003. The Newport site, distinctive for its
In recent years, it has won a string of airy, well-spaced design, quickly made
accolades – including being crowned progress in establishing a full and
Best UK 118 service for three years comparable service with its existing sister
running in the industry’s International call centre in Bristol within six months.
Directory Enquiries/AssistanceAwards. The quality of service, the
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