Kirkcaldy call centre wins 118 118 contract

VERICALL: Directory enquiries jobs to be relocated from the Philippines to Kirkcaldy

A new contact centre in Fife has announced a landmark deal with directory enquiries provider 118 118.

VeriCall’s new facility in Kirkcaldy, which opened earlier this year, has already created 46 jobs after securing the contract.

The jobs, which have been relocated to Fife from the Philippines, are the first tranche in a recruitment programme with the company aiming to create 209 full-time, permanent positions over the next two years.

VeriCall managing director Adam Taylor said the move was a “big step change” for the company which had seen the firm expand “five-fold”.

He said: “The 118 118 contract is our first major client and we expect it to be the first of many.

“The company was founded in 2017, and the fact that we do not have any legacy systems, in terms of equipment for example, has been an advantage.

“It has allowed us to be nimble in an already rapidly-changing market.

“There is a new generation of people who won’t necessarily pick up the phone, so being able to communicate on different platforms such as social media and direct messaging services, is important for customer satisfaction and also allows us to deal with customers concurrently.”

Mr Taylor added that despite technology such as artificial intelligence and chatbots, the emotional intelligence and empathy required when dealing with customers can only come from dealing with a real person.

The expansion was enabled by a £1 million regional selective assistance grant from Scottish Enterprise.

Mr Taylor also praised Fife Council for their assistance in getting the project operational within a matter of weeks.

Mark Hallan, director of global investment at Scottish Enterprise, said: “We were very pleased to provide VeriCall with a £1m grant that supported the company’s exciting plans for Kirkcaldy.

“VeriCall has shown a real commitment to Kirkcaldy since moving to the town earlier this year, and I understand its initial recruitment process has proven to be successful.

“Scottish Enterprise looks forward to continuing its productive working relationship with VeriCall and attracting similar companies to locate in Fife.”

VeriCall, which also counts Royal Mail among its clients, also has a team of 13 staff based in London.

The facility was opened by the Scottish Government’s minister for trade, investment and innovation, Ivan McKee MSP.

Picture: Kenny Smith. Ivan McKee MSP, left, was shown around the centre by VeriCall founder Adam Taylor.