8/17/2011 12:11:42 PM
Voice Mobile seeks sales and service staff
Birmingham-based Voice Mobile is on the hunt for new staff after three years of rapid growth which has seen the company more than double turnover each year and increase its customer base from 17,000 handsets in 2009 to 20,000 in 2010.
The firm is seeking both support and sales staff to help maintain service levels while continuing to drive growth. The new recruits will join Voice Mobile’s 37 staff at its HQ in Fort Dunlop in Birmingham.
Voice Mobile MD Ian Watson (pictured) told Mobile that the company has increased staffing levels by over 35% in the past three years but is seeking more. He said: ‘We want sales people with drive and ambition. We want to expand our back office as well, to make sure our service levels do not change as we grow.’
Watson is determined not to sacrifice service levels for growth. He said: ‘We have expanded our base rapidly, and opening our own in-house call centre made a massive difference to customer acquisition levels. Now we want to concentrate on maintaining that base and making sure that churn levels remain below 5%.’
Voice Mobile’s customers range from corporate enterprises to SMEs, with the average Voice Mobile customer employing around 20 staff.
Watson said Voice Mobile’s CRM system plays a pivotal role in keeping churn rates low and ARPU high. The system, which cost around £50,000 to install, allows Voice Mobile to evaluate customers by spend and automate the entire sales and billing process.
Watson explained: ‘We have automated every part of our business and the level of information we have on each of our customers is phenomenal. The system will automatically alert our sales force on the day each customer needs an upgrade. We can see every customer’s bill and what we acquire in revenue.
‘We can tailor-make an investment plan for each customer – we know the banding of each customer and the level of investment the network will put into that customer.’
Working with Orange
Voice Mobile MD Ian Watson defended Orange’s b2b team following the recent defection of fellow Orange Principal partner Phonebox Solutions amid claims Orange’s service levels had deteriorated since the Everything Everywhere merger.
Voice Mobile makes 90% of its connections with Orange and is about to start dealing with T-Mobile. It also does Vodafone, O2 and Three connections.
Watson admitted that ‘there was a bit of treading water when the merger first happened’, but added: ‘That has changed now. Under Darren Goldsmith (Everything Everywhere’s business sales chief) there is now a very strong, focused management team with clear plans.
‘Everything Everywhere offers pretty much everything our customers want. T-Mobile also has some exciting tariffs and data opportunities that will help us cater for a new part of the market. So we see these as very exciting times.’