'Happy staff = happy customers = happy clients' is the simple philosophy by which Fiona Temple, managing director of OpenContact, does business.
By providing the best possible working environment, through personal development and training, employee engagement, and supporting the health and wellbeing of our employees, she runs a top quality outsource call centre with a staff retention rate of 85pc among permanent employees.
The centre was established in 2000 and Mrs Temple joined the business in 2004.
She took on her current role in 2009, in anticipation of her father, Ron Pollin, taking planned retirement in January 2010.
'I took over management of the business at a particularly challenging time,' said Mrs Temple.
'In 2009 a major client went into administration leading to an end of year loss of £135,000.
'Since then we have won a major contract effectively doubling the business, with an incoming TUPE team of 35 staff.
'This led to a complete restructure of the business, the appointment of a new, highly effective leadership team, harmonisation of employment terms and conditions and integration of two company cultures while preserving the 'family business' culture.'
Staff satisfaction ratings moved from 54pc to 71pc in a year.
At the end of 2010 OpenContact posted a profit of £155,000, and profit projections for 2011 are £200,000. This represents a 14pc net profit margin, which Mrs Temple said was 'well above average' for the industry.
'Over the last 11 years our core offering to clients has been cost–effective inbound call handling services,' she added.
'And while we continue to innovate and add value for our clients and their customers, we have resolutely 'stuck to the knitting', recognising the need for a professional, friendly, efficient and competent human voice to support our client's brands.'
The business 'confidently expects' to double turnover in the next three years and to raise it to £2m by the end of 2012.