The Confero Management Team
Since 2001, Confero has grown into a class-leading mid-size outsourced call centre. We focus our efforts on technical innovation, expert-level market knowledge, a highly-trained and motivated workforce and by having an unwavering commitment to client service.
We have assembled an ambitious management team with senior board-level experience and a consistent and proven track record of delivering measurable results to clients of all sizes and complexities across a myriad of industry sectors.
David Freedman - CEO
David founded Confero in 2001. Under David's strategic leadership, Confero has cemented its place as a ‘Top 20’ UK outsourced call centre offering its clients a full-service solution based on adding real-time value to their businesses.
Headhunted into the call centre industry in 1994 as Sales & Marketing Director for Answerlink, an emerging answering service business, David drove sales through innovative marketing strategies and by building successful and scalable sales teams. He grew the company to become the number two answering service business in the UK.
David is well known for his representation of the UK Contact Centre industry in the media, and is regularly interviewed on Radio and TV, including BBC Newsnight, Ch5 News and consumer programme, Don't Get Done Get Dom - see our You Tube channel to watch or listen.
Married with two children, David is a fanatical Liverpool fan and describes the thirty-six hours without sleep in Istanbul for the 2005 Champions League final as 'the best football day of my life.’ He is a keen cyclist, having participated in multiple charity challenges - from Paris to London twice, conquered the mountains of Corsica, completed the London Pru100 and climbed for 5 long days on a mountain bike in Kerala, India.
‘We add value to businesses of all sizes by working in partnership and using our experience to increase customer service excellence’
Daniel Sassoon - COO
Daniel is a co-founder of Confero and is responsible for IT and Operations, two departments which play a pivotal role in the efficient running of the call centre.
A highly experienced senior manager, Daniel has been involved in cutting-edge technology and engineering for a host of global corporates including EMI, ASCOM, Bell Northern Research, Reuters and Independent Newspapers.
Daniel is married with three sons and owns a classic Japanese sports bike which he loves riding and tinkering with.
‘Our success is down to the dedication and quality of work from our staff; a clearly defined business model; sensible price points and a solid, robust and scalable IT infrastructure’
Rik Vercoe - Head of Operations
As Head of Operations, Rik has overall responsibility and leadership of the day-to-day operation at Confero across multiple client sectors. He is the glue between Client, Operations, IT, Training, Quality and the Contact Centre, to ensure the business delivers on or above it’s service delivery objectives.
Previously as Commercial Director and then Business Efficiency Director at Serco Global Services, Rik began his career in call centre outsourcing in 1996. Initially with the Decisions Group & Sitel Corporation, he joined The Listening Company near the start of its journey in 2000 working his way up from Project Manager to Site Director and Operations Director.
Rik is the current Guinness World Record holder for the fastest 10 marathons in 10 days, having run more than 300 global marathon events. He’s also a keen SCUBA diver, particularly in shipwreck exploration; however as new father to a baby girl, he sees this as his biggest challenge to date!
By ensuring employees are fully engaged and motivated to achieve their objectives, we foster the development and sustainability of long term partner relationships.
Ian Kightley - Head of Learning & Development
Ian heads up Learning & Development across the business, managing the training and quality assurance teams to deliver both client and internal projects. Ian is also responsible for the ongoing development of staff through a bespoke modular contact centre programme encompassing 22 core areas, which develops the skill sets of advisors and managers to help deliver the highest contact centre standards.
He also overlooks Confero’s quality assurance calibration exercises with clients' QA teams to assess advisors on factors including customer experience and satisfaction, product knowledge and call control.
Before Confero, Ian gained enormous experience at outsourcers such as SITEL and The Listening Company, where he progressed from Induction Trainer to Academy Manager and latterly heading up learning and development.
Having been an RAF chef in his early working life, Ian enjoys cooking and a great Sunday lunch. His guilty secret is that is he’s an avid fan of multiplayer Call of Duty.
‘Our people bring skills, professionalism and world-class customer service which results in a service both the business and our clients can be proud of’
Carl Wright - Business Development Manager
Carl is responsible for sourcing and winning new business opportunities with prospective clients and overseeing the management of existing client accounts. He has been with Confero since 2007.
An industry veteran, Carl held a senior role at BT responsible for winning and managing blue-chip and SME accounts as well as successfully developing and managing client accounts for some of the UKs largest corporate companies.
Carl is a Liverpool supporter, an F1 fanatic and a retired county-level goalkeeper.
‘Our call centre offering is based on quality, and a key to success is giving our clients a value-added service and value for money’
Giuseppe Iantosca - Client Development Director
Giuseppe's primary role is to generate and develop Confero's client base, with a particular focus on the Charity and Not-for-Profit sector.
Prior to Confero, Giuseppe was part of the senior management team that created an award winning telephone fundraising agency, expanding it from 3 seats to a 165 seat call centre. With 16 years of experience as a client services and sales professional, his key focus was on building and managing their extensive client base incorporating many of the leading UK and global charities.
A dad to two boys, Giuseppe enjoys spending time with his wife and kids, poker nights with his pals, and playing and watching football (especially his beloved Italy).
'It is the skill and dedication of the team at Confero which makes it greater than the sum of it's parts.'
Team Managers - Team Managers
All of Confero's teams, whether Bureau, Dedicated or Multi-Lingual, are managed by a group of Team Managers. These experienced personnel are deployed to monitor agent activity on inbound and outbound calls, as well as written correspondence, with a specific remit to deliver the high quality service that Confero's clients expect.
'Our job satisfaction is derived from developing individual agents into highly skilled contact centre professionals, by providing ongoing training, monitoring, feedback and motivation.'