Member Article

Behind the business with New Call Telecom

Nigel Eastwood is chief executive at UK telecoms service provider New Call Telecom, which provides services under the retail brands of Primus Saver Primus Business, Planet Talk, Just Dial and Rate Buster. Here, Nigel told Bdaily more about how the business works, and what he expects to happen in the TMT sector.

What key challenges has your company recently faced?

As a fast growing company in a competitive and dynamic industry one of New Call’s key challenges has been to develop the right strategy to take the business to the next level. Relocating our main contact centre from Mumbai to Burnley in 2011 was an important foundation for that strategy in terms of customer service.

What is your biggest achievement over the past 12 months?

My biggest achievement has been securing a major recent investment into the business which provides the financial strength to develop our existing best in class service and market leading value offer. It also gives us significant firepower to complement our organic growth with suitable acquisitions.

What is your most important focus for the coming year, and what do you hope to achieve?

New Call’s focus will always be to deliver the best value and service to customers. In the next year that will enable us to build on our existing significant customer base and become an even bigger player in the market.

What excites you most about your industry and business?

This is an industry without limitations and we are a nimble, challenger brand offering great value and without the high fixed costs of the giants of the sector. We see ourselves as the Davids of the industry and are looking forward to challenging a few of the Goliaths.

What do you wish you’d known when starting out?

One of our earliest business decisions was moving back from Mumbai to Burnley and it took a lot of thought, but I wish we had realised earlier it would be a really smooth transition. We originally worried it could be disruptive or a big challenge to the budget , but in fact it went far better than we hoped and has proved to be a major positive move for the business.

What will be the “next big thing“ in your industry, and how do you plan to handle it?

We see our customers going for better value for money approach. Rather than taking on the complex triple and quad play options they are opting for bundled broadband packages and substituting free broadband content and prepaid mobile phone services. Having just launched superfast broadband we see this as a key driver for our business moving ahead.

This was posted in Bdaily's Members' News section by Miranda Dobson .