Press release

Call Connection expands operations with ntl:Telewest Business

• Greater bandwidth offers scope for further customer service excellence and business continuity

25 July 2006 - ntl:Telewest Business, the supplier of communications services to the public and private sectors, today announced that Ipswich-based contact centre services specialist Call Connection has chosen ntl:Telewest Business to help the company meet growing demand for its services.

Call Connection acts as a call transfer agency handling calls between more than 40 leading insurers, including The AA, Admiral Group, Swinton, Norwich Union, Allen and Allen and Highway. Its leading edge convergence technology ensures that callers always talk to an agent, not a machine. When launched in October 2004, Call Connection employed just eight agents, now staff numbers total more than 250.

The company turned to ntl:Telewest Business to help it continue to deliver its high standards of service, which includes a 95% answer rate, while allowing for growth. Call Connection currently handles 900,000 inbound and outbound calls each month, equating to around 52 million minutes. ntl:Telewest Business has deployed a resilient, carrier-grade ISDN (Integrated Services Digital Network) solution into Call Connection’s new Ipswich service centre. As well as providing a high capacity platform, the ISDN circuit design offers a fully resilient service, guaranteeing connectivity at all times.

“In our business, it’s imperative for us to have total resilience, we can’t afford to drop calls or have line disruption.”, said Judy Jones, Facilities Director for Call Connection. “ntl:Telewest Business is providing us with both the reassurance and the technology we need to run a successful, secure operation during a time of phenomenal growth.”

ntl:Telewest Business has also supplied Call Connection with its Dedicated Internet Access (DIA) service - a business class 2Mb leased line delivered internet offering. This supports all of Call Connection’s web, email and VPN (Virtual Private Network) applications.

Jones continued: “By using ntl:Telewest Business, Call Connection has been able to cut the cost of leased lines and now has access to a much faster service backed up by 24-hour support and excellent service.”

John Cunningham, Director of Business Markets for ntl:Telewest Business, said: “UK contact centre staff numbers are rising year on year and ntl:Telewest Business is at the cutting edge of this industry, providing the technology that drives productivity and efficiency benefits to numerous businesses across the country. Call Connection is seeing dramatic growth and we are keen to offer our leading expertise to support the company going forward.”

About ntl:Telewest Business

ntl:Telewest Business, part of the UK’s second largest fixed-line telecommunications company, is a leading communications provider to businesses, public sector organisations and service providers in the UK. It delivers a complete portfolio of voice, data and internet solutions nation-wide.

ntl:Telewest Business sales and support teams are located across the UK, in close proximity to our customers, as part of a commitment to deliver superior customer service.

ntl:Telewest Business delivers services over the Group’s £13bn investment  in its state-of-the-art infrastructure giving business customers access to the largest alternative network in the UK.

ntl:Telewest Business is trusted to provide critical communications to high profile customers including: Heathrow's Terminal 5, Birmingham City Council and Cambridgeshire County Council.

About Call Connection

Call Connection is call-handling centre with a distinct difference. Supported by leading edge convergence technology, highly trained agents answer, screen, filter and route telephone calls.  Working predominantly within the insurance sector, Call Connection has a prestigious client list including many major UK insurers and brokers from within the personal lines market.

Launched in October 2004, Call Connection now employs over 250 staff handling in excess of 60,000 calls per week. Based from one location in Ipswich, Suffolk, the company is keen to benchmark its competence and is ISO 9001: 2000 compliant and accredited to the Call Centre Association standard for best practice. Call Connection is also authorised and regulated by the Financial Services Authority. Call Connection prides itself on the exceptional service provided to its business partners and customers.

For further information call 0845 073 1173 or visit www.callconnection.com

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