• Red Arrow (Southampton) Group Ltd
Correspondence address: Unit 7, Romsey Ind Estate, Romsey Industrial Estate, Greatbridge Road, Romsey, England, SO51 0HR
Governing law: Companies Act 2006
Legal form: Private Limited Company
Place registered: Companies House
Registration number: 07084157
Nature of control: Ownership of Impact shares – 75% or more
Incorporated in: England

• GEBBETT, Nicholas Jonathan
Correspondence address: Impact House, Unit 7 Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, United Kingdom, SO51 0HR
Role: Director
Date of birth: August 1963
Nationality: British
Country of residence: England
Occupation: MD at Red Arrow (Southampton) Group Ltd
Nature of Control:
Ownership of Red Arrow (Southampton) Group Ltd shares- more than 25% but less than 50%

• GRAY, Christopher John
Correspondence address: Impact House, Unit 7 Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, United Kingdom, SO51 0HR
Role: Director
Date of birth: May 1965
Nationality: British
Country of residence: United Kingdom
Occupation: Director at Red Arrow (Southampton) Group Ltd shares

• BUTTERWICK, Ann Rosalynd
Correspondence address: Impact House, Unit 7 Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, United Kingdom, SO51 0HR
Role: Director
Date of birth: June 1961
Nationality: British
Country of residence: United Kingdom
Occupation: Sales Director at Impact and possible shareholder of Red Arrow

• HUTCHINSON, Alexandra
Correspondence address: Units 7-9, Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, England, SO51 0HR
Role: Director
Date of birth: January 1976
Nationality: British
Country of residence: England
Occupation: Head of Customer Service at Impact

• STREET, Deborah Jane
Correspondence address: Units 7-9, Romsey Industrial Estate, Greatbridge Road, Romsey, Hampshire, England, SO51 0HR
Role: Director
Date of birth: August 1965
Nationality: British
Country of residence: England
Occupation: Head Of Call Centre Sales at Impact

Impact Call Centre Ltd is wholly owned by Red Arrow (Southampton) Group Ltd so, in order to detect the key-decision makers of the company, it was chosen the Red Arrow’s Shareholding structure to be listed.

• Statement of Capital (Share Capital)
Class of Shares: ORDINARY
Currency: GBP
Number Allotted: 700
Aggregate nominal value: 70
Amount paid per share: 0.1
Amount unpaid per share: 0
Prescribed Particulars:
The shares have attached to them full voting and capital distribution (including winding-up) rights; The shares do not confer any rights of redemption. The shares are entitled to a dividend but the directors can declare different dividends on different classes of shares. The Directors can declare dividends on one class of shares but no to the others.

• Statement of Capital (Share Capital)
Class of Shares: ORDINARY A
Currency: GBP
Number Allotted: 300
Aggregate nominal value: 30
Amount paid per share: 0.1
Amount unpaid per share: 0
Prescribed Particulars:
The shares have attached to them full voting and capital distribution (including winding-up) rights; The shares do not confer any rights of redemption. The shares are entitled to a dividend but the directors can declare different dividends on different classes of shares. The Directors can declare dividends on one class of shares but no to the others.

• Statement of Capital (Total)
Currency: GBP
Total Number of shares: 1000
Total Aggregate nominal value: 100

• Full Details of Shareholders

Shareholding 1: 125 ORDINARY shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Nicholas Butterwick

Shareholding 2: 125 ORDINARY shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Mrs. Rosalynd Butterwick

Shareholding 3: 125 ORDINARY shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Ms. Karoline Mary Gebbett

Shareholding 4: 125 ORDINARY shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Mr. Nicholas Jonathan Gebbett

Shareholding 5: 200 ORDINARY shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Mr. Christopher John Gray

Shareholding 6: 150 ORDINARY A shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Ms. Karoline Mary Gebbett

Shareholding 7: 150 ORDINARY A shares held at the date of this return (23/11/2015, but no further updates have been published ever since)
Name: Mr. Nicholas Jonathan Gebbett

Note: Concerning the updating, a Red Arrow’s confirmation statement was published in 2016, providing though partial shareholding information, which in fact matched the information of Annual return in 2015. For this reason, the latter was selected to be listed.

Strategy

• Multiple customer target groups industry-wise
• Customisation Strategy:

They provide bespoke solutions based on your company requirements

• Partial Diversification of services portfolio to stay competitive:

Except for typical customer services and telesales, they have invested resources to E-Commerce responding to the current market needs.

• Combination Strategy to attract prospects:

They project their high-quality services combined with a cost-focused narrative promising reduced costs to their potential clientele.

• Learning programmes are available to everyone from external educators offering apprenticeship NVQs all the way up to degree level.

Ambitions

• Clientele Growth
• Expand their influence and increase their market share in the Call Centre sector

The business covers many different sectors:

• Retail
ECommerce – Webshops – Etailers – Homeware – Fashion – Industrial – Grocery – Health & Beauty – Sporting Goods – Technology

• Transportation
Automotive – Rail – Bus – Car Rentals – Dealers – Suppliers – Manufacturers

• Public Sector
Public Services – Education – Organisations – Civil Service

• Healthcare
Pharmacy – Pharmaceuticals – Fitness – Organics – Natural Products

• Travel
Airlines – Bookings – Travel Agencies – Tours – Hotels – Reservations

• Events
Exhibitions – Seminars – Conferences – Entertainment – Event Organisers – Festivals – Sports

• Business to Business
Suppliers – Manufacturers – Business Services & Solutions – Technology – B2B Telemarketing

• Charities
Charites – Not for Profit Organisations – Non-Governmental Organisations

• Impact makes every connection count for its customers, so that they can be confident that they will communicate with their customers with the same professionalism as they would themselves.
• They are more than just ambassadors of their customers’ company. They work as an extension of their customers’ team, considering them their professional partners.
• They improve their clients’ customer experience through scalable multi-channel solutions, their clients can benefit from without the investment.
• They reduce their clients’ costs as they pay only for the exact amount of productive staff time used.

The average monthly number of persons (including directors) employed by the group and company during 2019, amounted to 162 (2018: 173).

Employee Reviews on Glassdoor:

Overall Rating: 2.7/5

Analytical Rating:

• Culture & Values: 2.7/5
• Diversity & Inclusion: 1/5
• Work-life Balance: 2.7/5
• Senior Management: 2.7/5
• Compensation & Benefits: 3/5
• Career Opportunities: 2.4/5

Former Employee – Climate Change in Southampton, England-Oct.2020 (5/5)

“Friendly, professional”

I worked at Impact Call Centre full-time

Pros

Everyone is really lovely, there are simple instructions, nice environment

Cons

Perhaps be a bit tiring being on the phone all day

Former Employee – Inbound Sales Representative in Romsey, England-Nov.2020 (1/5)

“Not a professional Company at all!”

Doesn’t Recommend

Negative Outlook

I worked at Impact Call Centre full-time for more than a year

Pros

Has a tea lady, and some incentives. A good place to work if you wanna mess about

Cons

Management are thick and don’t know how to manage anyone

Advice to Management

Absolute joke of so called “team leaders” and managers. Not a professional company. They don’t care if they treat you like rubbish as people are always coming and going!

Employee reviews on Indeed:

Overall Rating: 4.3/5

Analytical Rating:

• Work-life Balance: 4.1/5
• Pay & Benefits: 3.8/5
• Job security & Advancement: 4/5
• Management: 4.1/5
• Culture: 4.2/5

Inbound Sales (Current Employee) – Romsey – 28 January 2020 (4/5)

“Great starting role

Fantastic place to learn what having a real job is like, brilliant for first job role. Good flexibility with hours and with support. Not so good with stress levels.”

Pros

Benefits, simplicity

Cons

Pay, location, type cast in tele sales

Various Positions (Former Employee) – Romsey, Hampshire – 7 January 2020 (2/5)

“Don’t waste your time.

On the face of it, impact find it easy to lure employees in with the lengthy list of benefits and seemingly great environment to work in. However, having such terrible clients really sets impact up for failure. It causes a multitude of problems which unfortunately make work life there really unrewarding. The pay is terrible, yet they invest what must be a huge sum of money into IT systems which although bespoke, do not work. On top of this ways are still constantly found to cut commission from sales agents who are the back bone of the company. Carrots are dangled to retain the very few decent employees they actually have, even then progressing is not worth the time and effort. Even after progressing to a reasonable position over a number of years I was consistently either left in the dark or straight up lied to. Now having left, I have not heard a single word from any of the people I used to look up to.”

• Their services are professional, cost-effective, flexible and scalable
• Impact is PCI DSS Level 1 Certified, one of a very few outsourced call centres on the Visa Europe Merchant Agent list. They understand credit card and data security at the highest levels.
• IT-driven.
• Scalable resources and dynamic service.
• Delivery queries and returns covered for E-Commerce
• E-Commerce Complaint Management
• 24/7 Support Lines
• Multi-Channel Customer Service Contact Centre:

Email, Webchat & Social Media Support

Specialities:

• Inbound and Outbound calls,
• Upselling and Cross-selling
• Lead generation,
• Telephone answering
• Market research
• Surveys
• DRTV handling
• Response handling, B2B and B2C sales
• Appointment making
• Data cleansing, Technical helplines,
• Telesales, Telemarketing, Fulfilment services,
• Membership and subscription management, Booking lines.

Impact Call Centre Ltd is an established and highly successful outsourced BPO call centre business providing managed services for companies that require inbound and outbound sales expertise and those needing customer support

Annual Report File

Location

Impact House Unit 7
Greatbridge Road
Romsey, Hampshire SO51 0HR

Social Media

LinkedIn

Awards/Accreditations/Memberships:

Complied with Information Commissioner’s Office (ICO) guidance

Institute of Customer Service Member

PCI DSS Certification for Compliance with Data Security Standards (Level 1)

Telephone Preference Service (TPS) Assured

Competitors List (alphabetical order)
Criterion: Industry subcategory, Company Size and Product

ADP Call Centres Limited
Employee Count: 107:2019

Enghouse Interactive (UK) Limited
Employee Count: 126:2019

R.S.V.P (Media Response) Limited
Employee Count: 442:2019