William Carson

William Carson

William Carson is Market Engagement Director at Ascensos. He sits on the Global Sourcing Association Council and is an active member of the UK Contact Centre Forum and the Institute of Direct and Digital Marketing. William is dedicated to the pursuit of end-to end business conversations with clients focused on developing better 21st Century CX, delivering on business outcomes that help achieve and exceed clients' strategic goals. He is a writer, speaker and general disruptor of all things customer experience (CX) related.

Recent posts by William Carson

3 min read

Major expansion into Turkey announced by CEO

By William Carson on 08-Jul-2020 09:43:58

Contact centre operator Ascensos announces major expansion into Turkey – part of planned Pan-European push.

Customer management and service provider Ascensos is to open its first contact centre in Turkey as part of an expansion into eastern Europe, the Middle East and Asia.

The move by Europe’s leading independent customer experience operator will serve clients that plan to expand across western, central and eastern Europe. Ascensos will also support brands flowing in the opposite direction.

The new operation by the rapidly growing Motherwell-based company will be located in a central business district of Istanbul, the largest metropolitan city in Europe.

John Devlin, Ascensos CEO, said: “We see the same global growth opportunities that our clients do coming out of the Covid-19 lockdown, particularly looking deeper into Europe and Asia, although this is a move we began planning before the coronavirus pandemic. We will help them develop those opportunities, using our strong regional connections and innovative, agile customer support culture.”

Turkey sits at the crossroads of Europe and Asia, retaining its historic position as a global centre for international trade. Much of its workforce is fluent in languages such as English, German, Russian, Greek, Spanish and Arabic.

“Turkey is the perfect cosmopolitan hub from which to seize growth in a profoundly changing retail trading landscape. It opens up opportunities for Ascensos to compete in new markets, such as Germany and the Middle East, helping brands reach into the UK and EU as well as to better serve their domestic and regional customers.

“Our expertise in managing omnichannel customer engagement in the UK, one of the most competitive and demanding markets in the world, is invaluable to retailers based in other parts of the globe.

Executive Chairman, Dermot Jenkinson added: “The launch of Ascensos Turkey is a key strategic move for us, and Istanbul is the appropriate place to be geographically because of its long history as the bridge between trading worlds.”

The move into Turkey is the latest stage of an expansion strategy developed by Ascensos last year that includes reaching into substantial untapped consumer markets across the world.



The company, which is headquartered in Motherwell, Scotland, was founded by Dermot Jenkinson and John Devlin in 2013 and has six contact centres across the UK, Central and Eastern Europe. It is a gold medal winner at the European Contact Centre and Customer Service Awards and supports more than 20 clients, including high street names such as KFC, Aldi, B&Q, Wickes and JD Sports. Revenues in 2019 were £30 million.

For further information visit www.ascensos.com


ASCENSOS Media Contacts:

Toby Moore

E: toby@applebycomms.com

M: +44(0)07976 942209

2 min read

Plan early for peak success

By William Carson on 13-Mar-2020 12:19:41

For many brands, last year’s Golden Quarter has ended and the subsequent ‘deep dive’ reviews and lessons learned now form the basis of planned strategies and tactics for next year’s peak.

To truly benefit from such an intense programme of reflection, planning needs to start immediately to ensure that retailers can deliver on their objectives and achieve their goals. This will allow time to explore in detail everything from better use of automation tools, workforce management, resource structure and forecasting, to use of partners and suppliers.

Get ahead of the game on traditional peak season planning

According to Statista, the most recent UK governmental figures placed the value of UK e-commerce sales at £586 billion.
By 2021, roughly 93 percent of UK internet users are expected to do online shopping, the highest online shopping penetration rate in Europe.

At the same time, what constitutes ‘peak’ in retail and ecommerce is extending across multiple quarters, with annual public holidays and discount and promotional events augmenting traditional seasonal sales and celebrations. Combined with the ubiquitous use of smart mobile device and ‘in-app’ purchases, the demands on customer contact channels are only going in one direction.

Peak preparation then should incorporate all available tech tools, examine opportunities for automation in front and back office, and review the structuring of teams to include ring-fenced specialists and blended activities. Volume forecasting and subsequent resource modelling is also crucial, and that includes social media teams, to ensure 360 degree coverage of channels where brand reputation can fall foul of third party challenges including logistics such as delivery issues.

blog-analysis-people-technology-mission_t20_VKNvmP📷 @FotoArtist via Twenty20

People remain core to customer contact and many retailers will continue to offer overtime at their busiest periods. For many employees, overtime is attractive for obvious reasons, but contact centre operators need to ensure staff want to be there. By providing good down time activities and amenities, and by being cognitive of staff burnout, it will be easier to put in place processes and facilities to address employee ‘wellness’. Well-being is important to morale at any time of year but especially when teams expand for peak.

Partnering with a customer management services provider is also a core component for many national and international brands. With their focus on scalability and flexibility across multiple channels, sites and geographies, they can help retail brands reduce the pressure on in-house teams. The added complexity of resourcing multi-lingual customer contact for peak can also be passed to the services provider and will benefit from in-country recruitment knowledge and expertise.

According to the Sabio CCMA Benchmarking report 2019, for the first time, voice is no longer offered by 100% of participants. Email remains strong, offered by 95% while Social is offered by 79%, and Webchat continues to grow. Once again, a partner can be the right choice where contact channel capability or capacity is insufficient to accommodate spikes in customer demand and helps avoid service degradation and associated reputational risk.

Whatever the options retailers choose to consider, early co-planning is critical, both internally across sales, operations and marketing, and externally with partners and suppliers. And communication will remain key between all stakeholder partners
and is never more important than during peak to achieve success and business goals.


If you’re looking for a fresh approach to customer service outsourcing, get in touch and let’s talk or email us at partnership@ascensos.com.

Topics: customer service outsourcing peak planning