Outsourced call centre specialist ResQ saw revenues grow 47 per cent to more than £33 million in its latest financial year.
Crowned Large Business of the Year at the Hull Live Business Awards in November, the results filed at Companies House underlined the impressive achievements recognised at the city firm. Turnover was up from £22.7 million to £33.3 million, with profit up 34 per cent from £1.7 million to £2.3 million.
The year 2021, to which the accounts are aligned, saw it take on the 32,000 sq ft second floor of Hammonds of Hull, welcoming 600 staff to the high profile city centre location. It was added to the Criterion House base, with two further locations in Durham.
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It followed a 53 per cent uplift in 2020. Nic Marshall, co-founding director, said: “Despite headwinds from the worldwide pandemic, the company continued to demonstrate true resilience. The operating rhythm that was established the previous year, combining home working on ResQ’s in-house technology, was well established.”
Having hosted a grand opening once Covid restrictions were fully lifted in the summer of 2021, Mr Marshall told how the move into the former department store was made “in support of the confidence in the market and the ability to secure new business”. A major extension with key client Vodafone was heralded, with further additions made, including with British Gas.
“The exciting element on the scaling of existing clients was the confidence from the clients in ResQ’s ability to deliver a range of diverse work streams on their behalf,” Mr Marshall said, highlighting debt management as a new sphere. “These opportunities have significant scale for the future,” he added.
“Having navigated the challenges of 2020, the business has demonstrated great resolve and grown significantly during the year. The outlook for 2022 is positive as the momentum from 2021 continues.”
Pride in remaining an employer of choice was also underlined, with attrition numbers remaining below industry standards. The coming years have seen 100 promotions identified.
Employee numbers were up from 849 to 1,241 - a figure now at 2,000.
Looking further ahead, Mr Marshall said: “Whilst 2022 is set to be another strong performing year, there is the unknown element of the public sector work continuing in its current form. The private sector clients have weathered the storm and are positioned for growth.
“Significant interest has been garnered in ResQ’s technology stack. The ability to integrate into third party systems to harvest information, in order to complement operational metrics, is going to be of immense value going forward.
“ResQ’s continued ability to work consultatively with existing and new clients will ensure that the business moves forward at pace and certainty. The mantra of supercharging every human interaction with technology will underpin ResQ’s ability to deliver high value transactions, market-leading net promoter scores and customer satisfaction. Accordingly the directors are delighted with the outlook for the company for the coming year.”
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