More jobs for Wales as Conduit doubles its UK workforce

by Sion Barry - 12/11/2009

"A CALL centre venture which employs 2,000 in Cardiff and Swansea plans to double its UK workforce over the next two years, with a significant number of the new roles being based in Wales."

Conduit UK, which operates two call centres in Cardiff and one in Swansea, has increased its Welsh workforce during the recession by 1,000.

And over the next two years the company – which has a total UK workforce of 2,500 including at a 500-seater call centre in Plymouth – plans to increase its UK workforce to 5,000.

In South Wales its workforce is split between 75% full-time and the rest part-time. The majority, 1,500, are based in Cardiff.

Conduit’s recent growth has been driven by new contracts from clients such as Sky and by the expansion of existing contracts with big names such as Vodafone. It has also won substantial work from the UK Department of Health and recently began running the 999 emergency services for Ireland.

News of Conduit UK’s further growth intentions came during a visit yesterday to its Cardiff city centre operation at Hodge House, by Welsh Assembly Government Finance Minister, Andrew Davies.

The firm’s managing director, Neil Evans, said the out-sourced contact centre sector was a highly competitive environment where providing very cost-effective services and an excellent customer experience were no longer enough.

He said: “To become a strategic long-term partner to global brands such as Vodafone, significant investment is needed in staff skills, business analysis, process improvement, reliable and innovative technology, detailed industry expertise and understanding. The over-riding approach is a relentless focus on the client’s business, and on making it better.

“I am delighted to say that we have the calibre of workforce in Wales that can deliver this kind of service, and that is why we’re still bringing jobs to Wales at a time when the economy generally is facing some pretty tough challenges.”

Mr Evans predicted that jobs growth would accelerate as the recovery took effect and more firms sought external support to meet rising market demand.

During the visit the minister was briefed on Conduit’s client strategy and ambitious growth plans.

Mr Davies said: “The contact centre industry is now a very significant part of our economy and it is encouraging to see that, by achieving the highest standards and efficiencies, and adding real value to their customers, Wales-based firms in this sector can continue creating jobs of many different kinds, even in the current climate.

“The Assembly Government is committed to boosting the competitiveness of Welsh industry and that means developing our skill base and implementing world-class management.”

Mr Evans said: “It is already evident from our knowledge of the market that those merely providing ‘bums on seats’ are a rapidly dying breed.

“Many firms which need to scale down their operations to cope with the recession are likely to look to good out-sourcers to help them generate the savings needed now, and enable them to start growing again without the significant risks and costs involved in trying to deliver everything in-house.

“Out-sourcing will undoubtedly be a sensible option for many businesses over the next 12 to 18 months.”

Sandra Busby, director of the Welsh Contact Centre Forum, said: “This is great news and further evidence the contact centre industry is a major contributor to the economy in Wales.”

Conduit UK is part of the Conduit Group, which was set up originally in Dublin where it still has its headquarters.

It was acquired by US-owned kgb group in 2006.

More Details: http://www.walesonline.co.uk/business-in-wales/business-news/2009/11/06/more-jobs-for-wales-as-conduit-doubles-its-uk-workforce-91466-25103038/