It’s been CC33’s most successful year since business began back in 2015 and the Sheffield-based firm now boasts more than 550 staff and over 30 blue chip clients. unLTD’s Jade March caught up with MD Paul Fletcher to find out how promoting a positive workplace culture is part of the winning solution for success.
CC33 was founded by former unLTD cover star Paul Fletcher in 2015 after he worked in the call centre industry for more than 20 years. Paul worked his way up through the ranks and set up centres in South Africa before setting up on his own in Sheffield.
In 2015, Paul decided the time was right to establish a more boutique and tech-enabled contact centre in Sheffield – and CC33 became a reality.
Over the last six years since the firm was established, CC33 has continued to grow and flourish and now employs more than 550 people across its Sheffield and Rotherham offices.
The company is committed to not only going above and beyond for clients but is dedicated to creating a positive workplace where individuals feel valued. The firm offers competitive job packages for staff which include a fixed salary, a generous annual leave allowance, team incentives, and comprehensive training and progression opportunities.
CC33 is committed to providing excellent employee benefits and has a robust internal engagement programme to ensure people reach their true potential. All employees follow the company’s ‘Dependability, Respect, Innovation, Value, Efficiency’ (DRIVE) value system and use it in every client interaction, every day.
CC33 tailor services in a way that is both beneficial to staff and bespoke to clients. A smaller team of agents is assigned to each Team Leader which in turn means specific 1-1 attention. This way of working helps the agent’s development and performance and helps ensure costs are significantly lowered for clients.
The team find that adopting a culture of close, attentive communication is mirrored in their relationship with clients and they can be more responsive.
Priding themselves in creating a positive workplace, CC33 operates in a way that helps staff thrive. They believe in creating long-term careers for their people and work hard to create an environment that is positive, fulfilling and provides opportunity for growth and progression.
CC33’s high staff retention rate is a testament to providing excellent work opportunities for team members. Many employees progress quickly within the company, are regularly rewarded, and become part of the CC33 family.
Paul said: “We are firm believers in rewarding our staff and will never overlook hard work. Every month we offer fantastic incentives to our highest-achieving employees. We’re also committed to encouraging staff to thrive in their interests outside work, as well as in the workplace. Whatever your out-of-work passion, we want to support it.
“We’ve also just launched a new employee benefits package for all staff which includes a free gym membership, mobile phone contract and Sky TV.”
Paul’s passion for people and providing excellent services is second to none. He thrives in the office space and being around people. His infectious positivity is felt amongst the staff teams across the offices and by implementing a strong work ethic himself he is able to use his past experience to inspire his teams.
Paul said: “When we set up back in 2015, I had a vision of creating not only a successful business but a workplace where people can thrive and have a real career opportunity. I wanted to break down the stigma around call centre jobs and I wanted to curb the belief that our jobs are just ‘stop gaps’ or a steppingstone to something else.
“We have plenty of examples of people who have joined us as telesales agents and are now senior members of the team. We offer fantastic benefits, opportunities for bonuses, and promote a friendly and hardworking atmosphere that everyone feels welcome in.”
Team manager Nathan Wilson started out as a sales apprentice more than eight years ago and has since gone from strength to strength. He oversees a team of 18, provides specialist training and manages key clients.
Nathan puts his long service down to the company’s strong commitment to company culture.
He said: “CC33 is more than ‘just a call centre’, it is a place where you can really grow a career and feel motivated in doing so. The company goes above and beyond for its staff, and I think that is why we have such good staff retention.
“They provide great company benefits and really care about us which is one of the reasons why I see myself here for a long time.
“A lot of workplaces have a list of ‘values’, but at CC33 all staff members live and breathe them to ensure we are working at our best – not only our clients but for ourselves.”
After six years in business, CC33 is regarded as a market leader in the call centre industry and works across some of the biggest household names in the country.
Due to client growth, CC33 recently moved into their new 50,000 sq ft office on Ecclesall Road in Sheffield. The move has enabled them to take on new campaigns, bring in bigger teams to accommodate demand and take on new blue-chip clients.
The firm is expanding year on year and is always on the lookout for new team members. Last year CC33 created 300 jobs and is now recruiting a further 200 more.
As well as telesales agents, CC33 recruit senior team members, offer roles in operations, HR, marketing, admin, recruitment, and HR.
CC33 is increasingly becoming more and more known in the contact centre industry and has recently announced its DMA (Data and Marketing Association) membership – a much sought after accreditation. Paul has also been shortlisted in the Top 50 City Region Leader category in The Business Desk’s Northern Leadership Awards. The award recognises his commitment to creating a positive workplace, leading a successful business, and empowering his staff.
With 2021 marking six years since the start of CC33, Paul is now looking ahead.
He said: “We’re already working on the next stage of business to facilitate the advantage of more advanced technology, industry changes and plan to employ more than 750 people by 2025.
“We’re now set to grow our services even more within the South Yorkshire region and beyond.”
