About Journeycall, Part of the ESP Group

Senior Management frequently work extra hours, including weekends, to ensure consistent delivery of high quality services within SLA targets for all clients. They very much believe in "walking the talk". Having happy staff is vital to a successful business so employee engagement is key to the Senior Management Team. There is a weekly report to agents covering performance, upcoming forecasts, issues and anything else that is relevant. The Team Leader groups carry out team briefings on a weekly basis to inform individual teams of campaign specific matters and more detailed performance and forecast requirements. They also hold regular drop-in workshops where all team members are encouraged to contribute by making suggestions for improvements in respect of client services and processes. Journeycall even hold monthly Employment Engagement meetings, where elected representatives from each department meet and discuss issues and suggestions to improve services and the working environment. On top of this, Theresa Wishart was named Employer of the Year at the 2016 Scottish Business Women awards. In 2015 Theresa also collected the Dundee & Angus Chamber of Commerce award for making Journeycall the Most Enterprising Business of the Year.

Fun Fridays are just one of the ways in which the Entertainment Committee organises social activities that help staff to relax in the office. These can involve dressing up, charity bake sales and celebrating events such as Easter and Halloween. Journeycall is also a finalist in the Medium Contact Centre and Quality Team of the Year European Customer Service and Contact Centre awards. The combined efforts of the company’s Employee Engagement Association work processes and the Entertainment Committee are the best possible way to ensure that workplace stress is kept to a minimum. The EEA discusses any problem areas that staff may encounter and looks for solutions to help ensure that coming to work is a pleasure. Journeycall also runs HR workshops to allow team leaders to feel prepared in dealing with a variety of scenarios that may arise. This helps to prevent stress in handling difficult situations, as well as ensuring that members of the team leaders group feel confident that they are being looked after.

Journeycall have a nominated charity which is decided upon by staff. This year it is Arbroath Infirmary Dialysis Unit. The company also do a lot to raise charitable funds for organisations like Macmillan Cancer Nurses. Most of the fun initiatives organised by the company Entertainment Committee have a charitable link, including charitable donations for dress down days. Last year Journeycall raised over £3200 for Angus Women's Aid. The company take part in careers fairs in the area and are one of the largest employers in Angus, being the biggest single employer in Arbroath. The company also have a longstanding and successful partnership with the Towards Employment Team, who they engage with to recruit candidates who have completed the Towards Employment programme. Further to this, Journeycall have an ongoing partnership with Triage, which supports those who have been unemployed for a long period of time getting back into work.