Q2 2021

EU BUSINESS NEWS / Q2 2021 9 , Apr21080 Outsourcing Consistent Success When OceanConnects was founded in 2004, the teamwere committed to delivering personalised Outsourcing Solutions for Companies in Ireland and United Kingdomwhich focus on customer service and integration. Their incredible success saw the firmand its leadership recognised in EU Business News’ Irish Enterprise Awards as Best Inbound &Outbound Contact Centre 2021 andMost Outstanding Communication Services Entrepreneur 2021. We celebrate their incredible achievement and take a closer look at how they did it. At the heart of OceanConnects is a long history of experience in the field of call centres. Director, Helen Rowland, maintains that “one of the most important aspects of outsourcing is to have 100% confidence in the company that you have chosen to work on your behalf”. This insight inspired her to found the company, and it still informs the vital strategic planning that forms the core of day- to-day operations. When companies turn to OceanConnects, they turn to a business that represents and protects your brand. The aim is to always ensure that clients are provided with the best Customer Service to customers and clients. The nature of the business means that the team are always working with a variety of customers and clients. They have repeatedly proven their ability to deliver excellent results in a timely and efficient manner. Each new client – or new project from retained clients - acts as recognition for the work the team has achieved so far, as well as a motivation to keep the work going and to achieve even more in the future. The excellent rate of client retention is another feather in the cap for the OceanConnects team. They have always believed in their approach and in the value of what they have to offer. OceanConnects is unique as its small to medium size enables us to work to become a valued part of a client’s team. Instead of standing aloof, a fully-trained staff works closely with the existing team to ensure that they deliver on all business goals. From the Director down, the team behind OceanConnects pride themselves on understanding their clients and what they want from a project. The result is a customer service record that is exceptional. Some of the clients have been with the company since it first opened its doors, while the team have been hard at work adding to an impressive client portfolio. The firm’s flexible structure and determination to provide excellent service every time gives them the ability to adapt. As the business has grown, they have introduced new capabilities and systems such as voice broadcasting to ensure top tier service. Clients have benefitted considerably over the years from the firm’s flexible business plan. This reflects the uncertainty caused by current geopolitical trends. At the core of the firm’s current plan is a desire to grow the business by 10/15% within the next year by developing new campaigns and attracting new customers. The team will specifically be targeting more businesses in the United Kingdom as well as within Europe. They also aim to be more proactive within the Irish markets, further developing their MultiLingual HelpDesk services to appeal to companies throughout the EU and internationally. A sign of the success of this approach is the popularity of OceanConnects’ Bulk Voice Messing service - leading to financial growth as well as an increased portfolio and reputational growth. While the team at OceanConnects have explored new technological capacities, it is their consistent yet customisable approach to business that has brought them success thus far. By creating a scenario where they can do their best work in an everchanging market place, it has been possible to achieve overwhelming success. This success is certain to prove popular as the team explore new markets in the UK and the EU. Although an SME business, OceanConnects prides itself on operating at the level and ability of a much larger business. This is due to the care and attention the team provides to each client. They strive to confirm to those clients and to prospective customers that not only do they develop different processes for each and every project, but that each project is given the attention and respect it deserves. It’s a winning formula, one which has proven immensely popular within the industry at large. Name: Helen Rowland Email: [email protected] Clients have benefitted considerably over the years from the firm’s flexible business plan. This reflects the uncertainty caused by current geopolitical trends.