Ewing plans to widen his net of worldwide contact centres

                                                                                         

TELECOM Service Centres (TSC), Scotland’s largest contact centre company, is embarking on a worldwide acquisition trail with ambitious expansion plans for Australia and the United States. Adding to its nine-strong network of UK sites, which stretches from Aviemore to Yorkshire’s Dearne Valley, is the priority for TSC’s chief operating officer, David Ewing, who has set up a “growth team” to cast an eye over acquisitions in English-speaking territories.

The company is also hoping to increase its presence in India through organic expansion and is actively looking at businesses that will complement its call-centre offering.

Ewing said: “TSC is now in a different place. We have set up a growth team to concentrate on acquisitions to delivery.

“We have a global remit and our capability in India 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.

“We are looking for companies that provide frontline services and back-office functions such as human resources, procurement outsourcing and we are very optimistic,” he continued.

“The contact-centre market is largely untapped. There are so many services that impact on the customer and the bottom line and we can provide these services for our clients.”

Launched with just seven employees in Rothesay on the Isle of Bute in the mid-1990s, TSC expanded with further sites in Dunoon, Greenock, Falkirk and Aviemore. In 2003, the firm was the subject of a £24 million management buy-in, funded by the venture capital arm of Lloyds TSB. Further sites in Shawbost on the Isle of Lewis, Glasgow, Dearne Valley in Yorkshire and Kilmarnock are now operational and staff numbers have almost doubled in the past three years to more than 3,000.

Last year, Lloyds Development Capital exited in a £40m deal which saw TSC merge with Hero Ites, the contact arm division of the £2 billion Hero Group conglomerate based in New Delhi. Part of the merger deal involved the retention of the TSC senior management team who now run the Indian arm of the contact-centre operation as well as the UK business.

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