Abtran handling over 45m calls annually

Since its inception in 1997, Abtran has become one of Cork’s major employers with more than 1,500 people working for the company.

This can reach up 2,000 people during peak times throughout the year, too.

Abtran is a business processing outsourcer connecting customers to services, by a team of people committed to delivering excellent, personalised and consistent customer service

With 22 years of customer service and business processing management services partnering with Irish utilities and Government departments Abtran, in a single year, could handle over 45 million calls, send 40 million emails, process 100,000 student grants, 600,000 licences processed and 250,000 health insurance claims on behalf of its clients.

The company operate 365 days of the year and provides 24-hour customer care for its clients. Mike Maloney, Executive Chairperson of Abtran, said: “We design, build and transfer our people know-how, process expertise and technology capability to deliver a great service experience.

“Whether we are designing a new set-up, to transitioning and transforming an existing operation, our approach is always about how we can deliver a better outcome for your business and a better service experience for your customers.”

Mr Maloney continued: “Our people are the core of our business and are the most important investment we make, they are committed and dedicated, and we are continuously proud of the effort the put into their roles daily. We have a diverse range of people across the company from Cork to Sligo. We strive to create a work environment that enables our people to be their very best. We enable our people to be able to work autonomously, to develop skills and set themselves goals that will challenge them and help them to develop within the business.”

It’s not always about business for Abtran, though. Its sports and social club and charity club bring much fun and inclusion to the day.

This includes organising Pride events and creating an Abtran soccer team to working with its charity partners to raise funds through fun activities like Movember and bake sales. Be sure to check out its social media channels for all the pictures throughout the year.

Abtran say that its unique selling point is that it invests a lot in its people.

The company has an award-winning Learning & Development Department that create training programmes that allows workers to develop the skills they need to progress within the company.

It also has a benefits programme that is designed to reward people for their hard work and provide optimal physical, financial and emotional health support.

Mr Maloney explained: “Investing in our people is something that has made us very strong as a company. This investment has made us a better company and enriches the services we provide to our clients.

“Utilising the training and skills our people have acquired, personally or through our development programmes, along with the strong leadership within our departments, we are able to offer unique and smarter services where we can deliver better outcomes across and technology solutions for our clients and their customers. So far this year, over 70 of our people have received promotions for varying roles such as management to IT support functions.”

Mr Maloney continued: “We do our best for our customers because we ensure that at every part of their service journey, beginning with the hiring of our staff, that we are vision aligned to our customers vision and needs. This ensures that the end user has a seamless experience. We are continuously working to improve the services that will then improve their journey. Utilising feedback and data to adapt the service to their wants and needs. We design service solutions that deliver the right outcomes for our client’s business and the best service experience for their customers.”

Utilising technology from mobility and virtualisation to data analytics and customer insights, Abtran is always harnessing technological innovation from a customer perspective.

Marguerite Sayers, Electric Ireland's Executive Director, said the company was confident that Abtran's expertise will help it focus on excellence and personalised service provision across every customer interaction.

She said: "Abtran's innovative approach also enables efficiency and this has created the overall best value for our requirements and, in turn, for our customers.

"I’m confident that this mutual commitment will support our continuing competitiveness and enhanced service delivery in the rapidly evolving Irish energy market.”

The company has two offices in Cork, one on Model Farm Road and the other in Mahon. It also has offices in Maynooth, Dublin and Sligo.

As for the next five years, staying Irish-owned and embracing the new technologies like robotic process automation, is important to Abtran.

“Over the next five years, we plan to develop our technology and increase our partnerships so that we can continue being a strong and reliable solutions service to the businesses of Cork and throughout Ireland,” said Mr Maloney.