Ross is responsible for developing and delivery of our strategic plan, the overall performance and day to day running of the company.
Ross’s career in call centres started over 20 years ago selling advertising on the phones for Yellow Pages in London. Direct sales is a hard place to learn your trade, but there are very few places that teach you as well as Yell. Having mastered selling on the phones, he went on to do the same in Field sales and his final role was as Call Centre Manager. After 10 years and several promotions it was time for new challenge, this came about with a move to Vodafone as Head of Telesales and Retention. Four call centres to lead and the first exposure to a Telco gave him the confidence that the skills he had learned at Yell were transferable within the call centre Industry. The highlight of his time at Vodafone was accepting the award for large call centre of the year award on behalf of the Stoke Call Centre at the National Sales Awards in London in 2008. Stoke had been a part of an acquisition deal for Vodafone back in 2003, and had been set to close, now it is seen as the flagship call centre for Vodafone throughout the group.
Ross joined Shop Direct for a 2 year contract as Sales Director. A board had been formed to take the business through a transformation which included closing 5 centres and outsourcing the work. Whilst opening a dedicated sales channel at the same time. The programme delivered on time and within budget, also delivering 5 Million GBP incremental Ebitda.
This led on to a role with Talk Talk, again a fixed contract to close 3 sites and to relocate the work to Durban, the programme was delivered in 14 months rather than 24, and the experience of living and working in Durban proved too much to resist. When the offer was made to head up the team at Coracall and build a new business , the decision was quickly made to pack up the family in the UK and relocate to South Africa.
Ross is based in Durban, South Africa.Ross Telfer