Smartcards underpin growth at Journeycall

COMMUNICATIONS: Arbroath contact centre reports jump in full-year profits

Arbroath-based contact centre firm Journeycall saw a five-time jump in pretax profits last year.

The fast-growing company, which is a member of the ESP Group, provides contact centre support for public transport and smartcard industries.

Journeycall’s sales rose by £3.3 million to £73.7m for the year ending July 31 2017. Pre-tax profits increased from £396,000 in 2016 to £2m last year.

The company produces more than two million smartcards annually for National Railcards and local authorities.

Last year the firm, which is Arbroath’s largest private sector employer, secured a £2m contract with Transport for London to provide support for the capital’s so-called Boris Bikes cycle hire scheme.

Director Terence Dunn said the firm had placed an emphasis on “cost savings through investment in efficiency and technology whilst continuing to drive forward sales at an increasing pace and managing growth effectively.”

In his strategic report within the company accounts, he said the firm had invested heavily in research and development, cloud based telephony systems and software during the year.

He said: “Since Journeycall moved to their impressive new offices at Arbroath in November 2014, the business has flourished in an environment that promotes service excellence whilst providing scope for business expansion.

“Investment in research and development is highly important to support Journeycall’s future growth strategy.

“2016 saw the market launch of Delay-Check, the most technically advanced delay-repay software solution on the market.

“Significant investment in cloud based telephony systems provides rapid scalability, resilience and virtual options for multi-language support.”

In 2017 the company employed 342 staff, a rise of 21. Staff costs rose from £4.4m to £4.9m. Mr Dunn noted the firm was operating in a market that had become more competitive with some businesses following a trend to move this function overseas. He said the company was committed to operating from the UK.

He added: “Journeycall Limited remains committed to delivering high quality UK-based services which is emphasised by the number of awards the company has received for customer experience excellence.”

Miller. Picture: Kris Finance Secretary Derek Mackay talks to a staff member during a ministerial visit to Journeycall in Arbroath.