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 telephone answering 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, CNN and consumer programme, Don't Get Done Get Dom - see Confero's 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 legendary Champions League final as 'the best football day of my life.’ He is a keen road cyclist, having participated in multiple charity challenges - from Paris to London twice, conquered the mountains of Corsica, completed the London Pru100 twice 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 deliver 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’
Aby Smith – Head of Contact Centre
Managing the heartbeat of the organisation, Aby’s role as Head of Contact Centre is to co-ordinate the operational departments to meet Client, Customer, People and Business needs. She focusses on providing tools and strategies for her teams to meet internal and external KPI’s whilst maintaining control of budgets in order to deliver the commercial targets of the business. As an experienced innovator with a focus on delivering exceptional experiences for all stake holders, Aby strives to develop sustainable growth plans whilst keeping the call centre at the forefront of providing solutions using technology and Call Centre best practice.
Aby’s career has been forged in Contact Centres across multiple industries including Retail, Healthcare, Regulatory Bodies and more. Working with big names like ASOS, Aby brings key skills, in Leadership, Performance Management, Engagement and Communication.
Aby is an equestrian sports enthusiast and loves to travel, her favourite places include Singapore and Australia. Aby is a twin and has twin sisters.
Valerie Hyacinth – Assistant Contact Centre Manager
Valerie’s main focus is to manage the Contact Centre Team on a day to day basis. Using strategic development and continuous improvement methods to ensure the KPI’s and SLA’s are delivered consistently, she provides our Client’s the expertise and peace of mind that their customers are receiving world class customer service. Managing productivity and efficiency is key to Val ensuring that a cost effective first contact resolution is delivered to our clients.
Valerie comes from a Travel and Aviation background working in both accounts and operations, bringing vital experience in Operational functions, Communication Skills and Customer Service.
Valerie is a lifelong Liverpool fan but her priority is her Family. Her four Children are the most important thing in the world to her, when she is not spending time with them she loves to travel abroad and explore.
'It is the skill and dedication of the team at Confero which makes it greater than the sum of it's parts.'
Chris Pillai - Head of Training
As Head of Training Chris is responsible for the Confero Training Strategy, starting from formulating Onboarding Plans, Client/Campaign Training and Refresher training. Chris also plays a pivotal role in providing the World Class Service Confero prides itself on, by delivering Customer Service Development Training to all of our employee’s.
Chris comes from a Hospitality background and understanding the serious demands of that industry has lead him from Operational Team Management, Sales Management and finally to where his true passion lies, Training Manager and L&D specialist.
Chris is a devoted father to his daughter and grandfather to his grandson, and likes to spend time living his music dreams including Rapping in Hip Hop style.
“Confero is exceptional at focusing on World Class Service and really trying to understand what the callers/customers require that is what makes Confero so successful”
Niall Tatchley – Project Manager
Niall is the first point of contact when it comes to client requests and queries. Co-ordination and implementation of New Campaigns and Services is a significant element of Niall’s role, which allows him to use his creative and innovative talents to turn individual and bespoke client requirements into reality. Niall liaises, supports and works with clients to ensure their needs are regularly reviewed and undertakes all aspects of project management on any change large or small, giving clients the flexibility they need to keep their accounts as up to date as possible.
Niall has come from a contact centre background, with previous experience in BPO’s, giving him the full understanding of managing projects for both internal and external stakeholders.
Niall is an avid cinema, theatre and gig goer. He often has multiple books on the go and listens to an excessive amount of indie rock and post-punk.
“Confero is able to offer bespoke services where advisors are trained and regularly use complex client portals. The FCA accreditation also means our advisors are confident in dealing with financial services”.
Martin Franks - Call Quality Assessor
Martin plays a key role at Confero ensuring regular Quality checks are carried out on all of our Clients and ensuring the correct processes have been followed. He lives the true spirit of Confero in supporting our Agents in delivering the best service to our clients’ customers. This starts from the moment our Agents join our Graduation Bay, from week 1 Martin spends time with each Agent giving them vital support and setting them up for success and ongoing mentoring through their time at Confero.
Martin’s background is in the Charity sector working with some of the most well-known charities including Save the Children and Marie Curie. He brings with him the core skills needed to work in a fast paced call centre.
Martin is a keen football fan and appeared on Soccer AM with friends and family representing Bury FC back in 2014, also a proud son when his dad appeared on the TV show Pointless at 94 years old making him the oldest person to appear on the show and has a talent for language as he can fully pronounce Llanfairpwllgwyngyllgogerychwyrndrobllllantysiliogogogoch
“Working on behalf of many different clients gives a new challenge each day and receiving excellent client feedback breeds success”
David Hinder - IT Manager
David is our IT Manager at Confero and has worked in various call centre prior to joining us in 2010. He started in our operations team and moved over to IT and focused on Software Development before becoming the IT Manager.
David and his team play a core role in the functioning of the IT suite, running day to day activities but also delivering the bespoke requirements for each client, ensuring we remain on brand and giving our agents the tools to deliver world class customer service.
David is a big fan of cats and animated movies, and when he is not watching movies he is listening to upbeat electronic music.
'Confero provides bespoke solutions to help its clients succeed. Simple to complex services are handled within a shared desk or dedicated environment, making Confero a cost-effective choice for its clients as well as providing high quality customer service.'
Team Managers - Our Call Centre staff
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.'