The Scottish Government’s Minister for Trade, Investment and Innovation has formally opened VeriCall’s flagship UK contact centre in Kirkcaldy (Tuesday, 13 August).
Ivan McKee MSP visited VeriCall’s new premises at Lomond House in the town’s John Smith Business Park to unveil a plaque and learn more about the company’s fresh approach to customer engagement.
In May this year, VeriCall announced plans to move to Kirkcaldy after the company was awarded a £1m Regional Selective Assistance (RSA) grant from Scottish Enterprise. VeriCall will create 209 full-time, permanent jobs over the next two years, all of which will meet the Scottish Living Wage of £9.00 per hour.
To coincide with the formal opening, VeriCall also announced that directory enquiries operator, 118 118, was the company’s first major client. The contract with VeriCall has ensured that 118 118 has returned contact centre jobs to the UK from the Philippines.
Speaking after the launch, Mr McKee said: “In May, Scottish Enterprise awarded VeriCall a £1 million Scottish Enterprise grant to support them to grow, innovate and create new jobs. Therefore, I was delighted to officially open their new flagship contact centre in Kirkcaldy and welcome the 209 jobs new jobs that are being created.
“The Scottish Government and our enterprise agencies are committed to providing our small businesses with the right mix of tools and skills and we look forward to watching the business grow and develop.”
Founded in 2017, VeriCall has attributed its growth to recognising that consumers increasingly wish to engage with businesses via social media or direct messaging services whilst also having the ability to complete all the same activity that was previously dealt with over the phone.
Due to the technology approach adopted by VeriCall, they are able to blend the traditional and emerging contact channels to deliver improved customer experiences that meet modern expectations in a cost-effective manner, a key attractant to potential clients.
VeriCall has undertaken a recruitment drive since announcing its plans for Kirkcaldy, with the company already having a workforce of approximately 60 employees.
Adam Taylor, Managing Director of VeriCall, said: “At VeriCall we understand that to deliver exceptional customer contact experiences takes exceptional people, across all areas of our business.
“We have been delighted by the quality, enthusiasm and dedication of the team we have been able to put together in a short space of time. This, coupled with the support of Fife Council and Scottish Enterprise, confirms the decision taken to use Fife as our launchpad to growth was the correct choice.
“We look forward to a bright future working to create jobs and opportunities in Scotland for many years to come.”
Scottish Enterprise provide RSA grants to investment projects that will create and safeguard employment in selected areas of Scotland. In the financial year 2017/18, Scottish Enterprise offered £14m in RSA grant funding to 75 companies to support expansion plans and job creation.
Scottish Enterprise worked in partnership with Fife Council to attract VeriCall to the Kingdom, fending off competition from other UK locations.
Mark Hallan, Director of Global Investment at Scottish Enterprise, said: “As Scotland’s national economic development agency, Scottish Enterprise is committed to delivering investment and jobs into our communities. We were therefore very pleased to provide VeriCall with a £1m RSA grant that supported the company’s exciting plans for Kirkcaldy.
“The formal opening of VeriCall in Kirkcaldy will have been a special occasion for everyone connected with the company, and I am delighted that the Minister will have had the opportunity to hear more about VeriCall’s innovative work.
“VeriCall has shown a real commitment to Kirkcaldy since moving to the town earlier this year, and I understand its initial recruitment process has proven to be successful. Scottish Enterprise looks forward to continuing its productive working relationship with VeriCall and attracting similar companies to locate in Fife.”
Councillor Altany Craik, Convenor of Fife Council’s Convener - Economy, Tourism. Strategic Planning & Transportation Committee, added: “I am more than pleased that VeriCall has established its headquarters in Kirkcaldy.
“We’re committed to improving Fife’s economy and ensuring local jobs for local people by encouraging investment in the region. The Scottish Government and Fife Council set up the Fife Task Force to assist the mid-Fife area, following local job losses. Part of that work involved providing ready to go premises in John Smith Business Park, alongside other technology firms.”