Personal touch was vital in contract win

FCMS staff celebrate
FCMS staff celebrate
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A company says its ability to “make a difference” has won the day in a successful bid to land a major contract.

As reported in The Gazette on Wednesday, 100 new jobs are set to be created across the Fylde coast after charity The Silver Line, which acts as a support and advice service for elderly people, decided to base its operations in Blackpool and Wesham.

FCMS won the contract, which will see it take on the charity’s national operation from offices on Whitegate Drive, in Blackpool, and Wesham’s PCT building.

Suzy Layton, chief executive of FCMS, said its call handlers are the vital part of the business.

“Of course we have developed a solid commercial proposition for our service to The Silver Line, but for us it’s about the person on the other end of the phone,” she said.

“We took one of our call handlers to the interview and she told real stories about how her conversations with callers really made a difference, and about the reality of how the service helps them.

“Our attitude and values won the day.”

The contract is a welcome boost for the company, which lost the NHS 111 call handling contract to national provider NHS Direct last year.

The Sliver Line made the decision after taking FCMS on a three-month trial for Greater Manchester and the Isle of Man.

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