FTS TEAM FOLLOWS THE ROAD TO SUCCESS
Financial Telemarketing Services Ltd is going places – and it makes no secret of that ambition.
Its aim is to double or even treble in size over the next two years. It is putting the right teams into place to drive it forward; and confidence abounds.
FTS, part of the BNP Paribas group, one of the world’s largest banks, and sister company of Cardif Pinnacle, was established 15 years ago at Borehamwood in Hertfordshire, set up at Lowestoft in 2006 and confirmed that East is best by moving to Gorleston a year later. It is a success story built on more than a decade of contact centre experience and financial stability.
But for FTS Managing Director Andrea Peskett, that is just the stepping stone to future expansion. She is delighted with the latest growth, and with the support the company has received from the local councils since it arrived on the East Coast.
Call Centre Manager Vicky O’Leary is something of a newcomer to FTS, joining in February this year, but has already embraced the enthusiasm of the business. “The emphasis is very much on team spirit,” she said. “We even recruit a whole team at one time, to embed the team ethos from the start. It’s a major influence on everything we do. We also believe in cross-training as it adds variety, creates more skills and attracts more people. And we back it up by helping staff to attain their NVQ qualifications in Telesales or Team Leading, for instance.”
FTS also adds more fun to the workplace with monthly incentives and rewards like Nintendo Wiis.
The training is vital to uphold the principle of ‘Treating Customers Fairly’, which is key to FTS. A full two weeks training is dedicated to meeting those criteria before the team of up to 12 staff, with a dedicated Team Leader for support, go about their business.
Even then, there is a ‘verification officer’ to ensure full compliance on all sales – followed by a red, amber or green assessment. This further embeds the Treating Customers Fairly strategy.
The FTS contact centre team of around 80 operates from modern premises at Minerva House on the Beacon Business Park, backed by state-of-the-art technology. There is capacity for 150 ‘agent seats’ at the Gorleston site.
Anyone keen on joining should watch out for recruitment open days being arranged by Vicky, who reports to Andrea Peskett, Managing Director.
The company enjoys a diverse client portfolio with the core business coming from a range of financial companies.
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