Award-winning Southend contact centre outsourcer, Ventrica, who work with some of the world’s leading brands including McDonalds, Jimmy Choo, Canon, UGG and Barratt Homes, has recently received a £9 million investment from equity investor, Mobeus Equity Partners.
The contact centre outsourcer is already one of Essex’s top employers and with support from Mobeus, the company has plans to further expand its footprint in the UK and Europe to support its growing multi-lingual client base.
“With Mobeus as a partner, we are well positioned to strengthen our team to support our significant growth whilst also allowing us to better focus on our existing clients which will be our key priority moving forward.”
Multi-lingual eCommerce services
Ventrica, based in Southend, employs a team of highly-skilled workers who provide fluent multilingual eCommerce customer management and communication services in a range of European languages for businesses across fashion, retail, insurance, finance, health, transport, construction and publishing. They support their clients with native-language customer experience speakers in German, French, Italian, Spanish and Dutch.
“Ventrica is right in the sweet spot for the growing outsourcing contact centre market – it is large enough to deliver multilingual and leading-edge technology solutions to its blue-chip clients but small enough to be dynamic and innovative and to provide the personalised service its clients require.”
Contact centre evolution
Ventrica’s Managing Director, Dino Forte, recently delivered a speech on ‘Contact Centre Evolution: Ventrica’s Guide to the Galaxy’ at the Association of Portuguese Contact Centres’ International Conference. His talk provided an insight into how the UK’s 6,225 contact centres are changing in a world of heightened customer expectations, the rise of social and the opportunities of AI and automation.
At the conference, Forte discussed the shape-shifting nature of the current contact centre landscape and how it is likely to develop over the next few years. One of the key conclusions was that Customer Experience (CX) would continue to grow in importance and would provide a crucial differentiator for brands who wanted to stand out from their competitors.
As customer experience and sales are becoming more complex, companies recognise the need to use specialist third parties as they often do not have the expertise, capacity or infrastructure in-house.
“Not only are customers communicating in different ways there are also massive opportunities to provide around the clock services to take advantage of international markets.”
Essex is the location of choice for outsourcing
The London-Essex UK Finance Corridor has attracted leading financial services business seeking to combine reduced costs with fast transport access to London. Major finance companies including RBS and LV= have based support functions in Essex, and several specialist outsourcing firms including Ventrica and First Data are based in the county.
South Essex is a preferred location for both ‘in-house’ and outsourced back office functions for finance businesses involved in Business Processing Outsourcing (BPO), Shared Services and Contact Centre operations.
Founded in 2010, Ventrica has experienced phenomenal growth over the last few years and continues to expand with the opening of a Penthouse Suite contact centre which increased the company’s footprint to 19,000 sq ft.
Ventrica are growing considerably as they have expanded their second site in Southend to meet growing demand. They plan to recruit up to 200 additional staff by the end of September as it prepares for its busiest peak season in the run up to Christmas 2018.
Read our Ventrica case study here