Delivering emotive CX for 16 years

Ventrica launched

Based in Southend-on-Sea, Ventrica is launched creating a 134 seat facility Contact Centre in Tyler’s House in the town.

Based around a bureau model, many small to medium-sized clients were represented on a 24/7 delivery model.

Gold with McCarthy Stone

Awarded Gold at the UKCCF awards for best-outsourced partnership with McCarthy Stone; Gold at the European Contact Centre & Customer Service Awards for best contact centre outsourcer in Europe. Achieves an impressive Net Promoter Score, (NPS) of 91%.

Welcome McDonald’s

McDonald’s form partnership with Ventrica.

During the year we also:

• received a £9million investment by Mobeus Equity, our PE partner
• awarded silver at the European Contact Centre & Customer Service Awards for Best Outsourcing Partnership with New Look; Gold at the UK National Contact Centre Awards in the individual awards category of resource planning manager

NHS Pandemic Helpline

Ventrica partners with the NHS to provide a “Coronavirus Helpline” Services.

During the year we also:

• awarded gold for Best Outsourcing Partnership with Royal Voluntary Service, and Silver for Outsourced Contact Centre of the Year at the European Contact Centre & Customer Service Awards

Launch of multilingual bureau

We launched a Digital multilingual bureau to provide support charged on a ‘per minute’ basis.

During the year we also:

• awarded silver for Best Small Customer Service Team for Charlotte Tilbury; and highly commended for Best Customer Engagement Approach with Fortnum & Mason at the European Contact Centre & Customer Service Awards
• won an accredited place on Crown Commercial Service framework

Welcomed our new CEO

Iain Banks joins Ventrica as our CEO.

During the year we also:

• awarded Gold for “Manager of the Year”, and Silver for “Head/Director of the Year” at the UK National Contact Centre Awards
• launched a new strategic partnership in South Africa, opening an operations centre
• won the “Sales and Marketing” service excellence gong at McCarthy Stone supply chain awards

Strengthened our team

Ray Biggs joined Ventrica as our COO.

During the year we also:

• launched a suite of bespoke solutions including Ventrica AI and Ventrica CSAT in partnership with Zendesk
• become a fully accredited “Living Wage” employer
• helped a leading retailer elevate its Trustpilot score from 3.1 to 4.6. Impressive right!

Everest Peak Matrix success

We achieved recognition as a Major Contender in the Everest Group’s 2024 CXM PEAK Matrix® Assessment for EMEA.

During the year we also:

• announced Strategic Premier Partnership with Zendesk
• launched “Team Ventrillion-makers” to raise funds for the King’s Trust
• awarded Silver for best BPO partnership at ECCCSA Awards

Headline Partner in Vegas

Cementing our strategic Premier Partnership with Zendesk our CEO, Iain Bank, took centre stage in Vegas on stage with Zendesk’s CEO.

During the year we also:

• helped a leading property company elevate its Trustpilot score from 3.1 to 4.3
• team Ventr-illion Makers were nominated for the Innovation Award at The King’s Trust Million Makers National Final!