Allstate Northern Ireland opened its Strabane location in 2004 after piloting a very successful business process outsourcing and call centre operation out of its Belfast office. It was decided that to grow that part of the organization, a new office location would need to be found with access to a larger workforce, rather than competing with the market in Belfast. Strabane was an ideal choice, close to the high population bases of Derry, Letterkenny, Omagh and Donegal, and Strabane itself had a good base of unemployed people, unemployed—but very capable people.
The Strabane office opened in 2004 and has proven to be a very successful operation, with over 400 employees delivering excellent customer service to the US. Allstate NI is also the largest employer in Strabane, providing a much welcome boost to the local economy. As well as being a call centre for Allstate customers, Strabane provides a wide range of services including;
- Software Development
- Technical Support
- Transactional Processing
- Security Administration
- Knowledge Management
- Content Publishing
- Project Management
Over 50% of the staff work in the Technical Support Contact Centre where they support and resolve hardware and software issues for Allstate employees, Allstate Agents and support staff, Contractors and specific business areas such as Allstate Financial and Allstate Investments.
The leadership focus on helping employees map out careers and tailoring personal development plans has resulted in over 100 employees being promoted or moving into a career in IT over the last 3 years. With a strong focus on providing superior service and support to the parent company; Allstate Corporation, the Strabane Operation has won many accolades such as Investors in People Gold Standard (less than 1% of organizations recognized under IiP have been successful at this level), a Gold Accessibility Award as part of the Change a Little Change a Lot Accessibility and Employer of The Year 2011 and 2012 at the Strabane Business Awards where Allstate NI was described as ' . . . a company embracing a philosophy which promotes a lifestyle and not just a job'. The award was a great praise for the Strabane site and a direct result of consistent focus on our people strategies; Training and Development; Employee Health and Well Being, Employee Engagement and Reward and Recognition.
Catastrophe Support—Testimonials Anne-Marie Carlin ATSC Agency analyst, has been involved in all CAT campaigns and long term employee:
'Taking CAT calls was a really humbling experience. I spoke with one home policy owner who was in danger of his bathroom falling in, but he was so light-hearted about the situation.'
Emma Doherty, ATSC Agency analyst. When Superstorm Sandy hit, Emma had just joined Allstate and was still in classroom training. Training was cancelled and all staff repurposed to CAT calls due to the emergency situation, so a CAT call was the first call Emma handled for Allstate:
'It was a really positive experience, everyone I spoke to was really thankful for the support. Taking the calls helped me grow in confidence in my new role and it was nice to interact with customers who although distressed remained positive throughout their ordeal.'
Orchard Road Industrial Estate,
Strabane, BT82 9QR
Tel. +44 (0) 28 7138 5185 / (0) 28 7138 5186