Gateshead-based Spark eCommerce Group has announced a major contract win with BT. The group’s contact centre division, Spark Response, is to provide outbound support to the telecoms giant.
The win marks a strategic re-entry into the outbound contact centre arena for Spark as Managing Director Peter Slee explains: “Outbound contact centre services are very much part of our legacy at Spark and we enjoyed a highly successful eleven year campaign working with clients in the utilities sector with a fully dedicated and accomplished outbound team. We exited that market in 2011, as we looked to identify sectors more in line with changing consumer trends and demands, but retained the infrastructure, leadership and technology required to return. Part of our growth strategy has been to find the right brand to partner with and BT is a perfect fit for us.
“We’re excited to be partnering with such a prestigous and progressive brand. Telecoms, broadband, mobile and digital TV are what we term ‘products of the future’ and present such fantastic growth opportunities, both for Spark as a service provider and for BT as the country’s market-leading brand.
“The win also represents a major investment into new cloud-based CRM and dialling technologies and will add up to 50 seats to our existing contact centre for which we’ll be recruiting both internally and externally. We’re keen to invest in finding the right people to work with our existing team and make our campaign with BT a great success.”
Spark Response, along with sister company Spark Etail, recently announced the formation of a new overarching brand, Spark eCommerce Group. Peter said: “We’re a highly diverse business with our pedigree firmly in the contact centre and eCommerce fulfilment markets as a service provider. We also have the benefit of being an online retailer ourselves through our own brands that include Ethical Superstore and Natural Collection. Our return to the outbound arena strengthens our diverse offering and we’re proud to be working with BT in making that happen.”