Thursday, October 24 14:38:45
Eishtec, a customer contact solution provider, is to expand its operations with the creation of a further 250 jobs for its sites in Waterford and Wexford by mid-2014.
The company has won another contract to provide smart phone technical support in the UK which will allow for the creation of the jobs.
This project is supported by the Department of Jobs, Enterprise and Innovation through Enterprise Ireland.
Eishtec, founded by Colm Tracey, Brian Barry and Heather Reynolds, started trading in May 2011 with just 9 employees, but the awarding of this contract brings their headcount, currently at 700, to 950 people by the middle of 2014. Recruitment for the new positions has already started.
Heather Reynolds, co-founder and Operations Director of Eishtec said: "The rapid growth of the business has been challenging but not entirely surprising. Our company mission is to challenge the standards of service. Therefore at Eishtec we have a particular approach to providing customer service that delivers a performance and experience that our clients, and their customers, love. Not only are people recruited and trained to the highest level , but we also take a scientific approach to each call and the results of this are clearly seen in the how the customers view us - evidenced by sales levels and customer loyalty scores such as Net Promoter (NPS) " she added. "It is this higher level of performance that has driven the growth."
Eishtec uses Lean methodologies supported by data analytics to derive business and customer insight and drive improvements from the thousands of calls they receive each day. This approach identifies the aspects of the contact that the customer values and reinforces them while removing the things that both the company and the customer see as waste.
Brian Barry, Eishtec's Financial Director, commented: "With Lean's emphasis on standardisation, continuous quality improvement, cost reduction and efficiency, its adoption has been a great success for us from a customer and commercial perspective. The performance we have achieved from it can be directly related to the new 250 jobs created. We would also like to acknowledge Enterprise Ireland's support on this project".