U.S. praise for RESPONSE

Wednesday, 21 November 2007 00:00

U.S. Ambassador recognises the quality of Glasgow’s thriving customer contact centre industry on a visit to the city.

The quality of Glasgow’s thriving customer contact centre industry has been recognised by the U.S. Ambassador on a visit to the city.

Glasgow, which is often regarded as the call centre capital of Europe, currently employs more than 20,000 people in the sector, primarily across the financial services, telecommunications and retail sectors.

The Ambassador, Robert Tuttle, praised the innovation that is happening within the Scottish market and spoke first hand of the Embassy’s experience of working with Glasgow-based contact centre, RESPONSE.

The Embassy has had a long-standing relationship with RESPONSE, employing the company to deliver their U.S. Visa telephone enquiry and appointment system.  This successful partnership recently included the development of an award-winning new technical solution for the Embassy using RESPONSE’s proprietary CRM software relatistm

A US Embassy Spokesperson said:

“RESPONSE has a long relationship with the U.S. Embassy as they have been running our Visa enquiry and appointment contact centre for the last ten years.

“It has not been an easy decade to keep track of all the changes in our systems and regulations, but RESPONSE has just received the ‘Public Outsourcing Project of the Year’ award from the National Outsourcing Association for their outstanding work on our behalf.”

The U.S. Consul General in London, John Caulfield commented earlier on the award:

“We briefed RESPONSE to deliver the most sophisticated appointment booking system in use in any American Embassy, and we weren’t disappointed as the system has brought greater efficiency and flexibility, whilst maintaining a high standard of service and transparency.

David Wallace, RESPONSE Chief Executive said;

“Scotland has for a long time been at the forefront of the customer contact centre industry, and RESPONSE is leading the way with its focus on creating be-spoke solutions that can provide a real difference to a client’s business.

“The industry is going from strength to strength, which can only help evolve and drive forward Scotland’s economy, and we are proud to be part of this.”

Ambassador Tuttle was in Glasgow to address the Scottish North American Business Council, which was attended by key members of the Scottish Business Community.