awards
demonstrating industry leadership
2026
Silver Award — Best Apprenticeship Programme
Michael Petts
UK National Contact Centre Awards
Award link: https://ukncca.com/finalists-2026/
2025
Winner — Best Operations Manager
Laura Fortain
CCMG Contact Centre Industry Awards 2025
Company (now part of ATM Group): SA Commercial t/a ATM SA
Award link: https://awards.ccmg.org.za/2025-contact-centre-industry-awards/
Winner — Most Effective Customer Service Professional
Ziyaad Andrews
CCMG Contact Centre Industry Awards 2025
Company (now part of ATM Group): SA Commercial t/a ATM SA
Award link: https://awards.ccmg.org.za/2025-contact-centre-industry-awards/
2024
Gold — Recruitment Team of the Year
ATM
UKCCF Awards 2024
Award link: https://www.ukccfawards.co.uk/2024winners/
Finalist — Outsourcing Partnership of the Year
ATM with VUE
UKCCF Awards 2024
Award link: https://www.ukccfawards.co.uk/2024-finalists/
Winner — Best Contact Centre Supervisor / Team Leader
Laura Fortain
CCMG Contact Centre Industry Awards 2024
Company (now part of ATM Group): TCMS
Award link: https://awards.ccmg.org.za/2024-awards/2024-winners-finalists/
Finalist — BPO Sales / Marketing Professional
Olivier De Boever
CapeBPO Awards 2024
Company (now part of ATM Group): SA Commercial
Award link: https://capebpo.org.za/wp-content/uploads/2024/10/CapeBPO_Finalists_FA.pdf
Finalist — BPO Operational Manager
Laura Fortain
CapeBPO Awards 2024
Company (now part of ATM Group): SA Commercial
Award link: https://capebpo.org.za/wp-content/uploads/2024/10/CapeBPO_Finalists_FA.pdf
client successes
Proactive customer engagement (WhatsApp outreach + AI bot)
Outline Many outbound programmes plateau after a maximum number of call attempts, leaving a large portion of eligible customers unreached. In this programme, the client’s traditional approach reached around 55% of the audience — leaving ~45% unreached and the booking opportunity unrealised. ATM Group proposed an alternative engagement strategy
B2C & B2B trade partner and customer operations (after‑sales service)
Summary A global appliance brand required an end‑to‑end after‑sales service operation that could manage both trade partners (B2B) and end customers (B2C) across the service lifecycle — from booking engineer appointments to parts ordering, technical support, and closure validation. ATM Group’s South Africa delivery team supported the operation by
Appointment scheduling and booking (inbound optimisation POC)
Outline ATM Group ran a three‑month Proof of Concept (POC) to optimise inbound activity for an appointment‑based service brand. Eligible customers (aged 50+) were offered the ability to book an appointment during their inbound interaction, with the goal of increasing bookings without negatively impacting Average Handling Time (AHT) or
Transition support (CLRP) + self‑service enablement
Overview During a high‑risk operational transition, a healthcare organisation needed continuity, high‑touch support for critical interactions, and a controlled pathway to embed a new operating model — without disrupting patients/customers or overloading frontline teams. ATM Group created a temporary specialist transition‑support team (the “CLRP” silo), introduced multi‑channel support, and
Transformation & migration at scale (COE, trials, upgrades, rapid campaigns)
Overview A telecommunications provider running major upgrade and migration programmes needed to scale customer operations without disrupting service, while improving experience and reducing churn. The environment demanded rapid test‑and‑learn, real‑time insight, and the ability to launch campaigns quickly as products and eligibility rules evolved. ATM Group supported large‑scale migrations
Retention programme (blended channels + analytics‑led optimisation)
Overview A large telecommunications provider needed to improve retention (“save”) performance and customer journeys while managing peak demand and maintaining service quality. The programme required more than additional capacity: it needed omnichannel coverage, evidence‑led optimisation, and a scalable, multi‑skilled workforce model. ATM Group delivered a blended voice + digital
Digital-first customer service transformation + rapid CCaaS migration
Overview ATM Group was engaged to stabilise and modernise customer service for a leading entertainment brand during a time‑critical programme. We built a digital‑first, omnichannel operating model, enabled advisors with better tools and real‑time insight, and reduced friction for customers. Later in 2023, ATM Group led a full CCaaS
press & mentions
Boots Opticians praises the dedication of ATM group
February 2026 — LinkedIn
Public LinkedIn post from Amy Dracott, Boots Opticians Operational CX Manager, praising the collaboration between the Boots Opticians teams and the in-house team at ATM. The post describes the relationship as a joined-up, customer-first operation built on alignment, partnership and shared purpose.
URL: https://www.linkedin.com/posts/amy-dracott-cxad-dip-b3391013a_heartbeatofourbusiness-customerfirst-customerservice-activity-7427357130296303616-S1dd
AT Management Announces The ATM Group
November 2024 — Contact Centre Monthly
Trade-press coverage of the formation of ATM Group and its footprint across the UK, Ireland, the Netherlands, and South Africa.
URL: https://contactcentremonthly.co.uk/atm-management-announces-the-atm-group-a-major-milestone-for-the-cx-group-expanding-its-operational-footprint-and-multilingual-capabilities/
AT Management announces The ATM Group
November 2024 — The Retail Bulletin
Business-media coverage of the ATM Group launch, including the combination of AT Management, TCMS Solutions, SA Commercial, and The Verity Centre.
URL: https://www.theretailbulletin.com/general-merchandise/atm-management-announces-the-atm-group-05-11-2024/
AT Management announces The ATM Group
November 2024 — Directors Club News
Industry coverage of the group’s formation and expanded operational footprint.
URL: https://directorsclub.news/2024/11/05/atm-management-announces-the-atm-group/
AT Management to create 40 jobs in Sligo
April 2021 — IDA Ireland
Official investment-agency coverage of AT Management’s expansion into Ireland and the creation of 40 jobs in Sligo.
URL: https://www.idaireland.com/latest-news/press-release/at-management-to-create-40-jobs-in-sligo
TCMS krijgt subsidie voor groei en opleiding in Heerlen
January 2025 — CustomerFirst
Dutch trade coverage of TCMS’s expansion in Heerlen, including a €50,000 subsidy for further growth and training.
URL: https://customerfirst.nl/nieuws/2025/01/tcms-krijgt-subsidie-voor-groei-en-opleiding-in-heerlen/index.xml
ATM Group verdeelt Nederlands klantcontact over meerdere BPO-locaties
2025 — Ziptone
Trade-publication coverage of ATM Group’s multilingual delivery model and international customer contact footprint.
URL: https://www.ziptone.nl/atm-group-verdeelt-nederlands-klantcontact-over-meerdere-bpo-locaties/
SA Commercial Announces Equity Investment From UK’s Woven Solutions Group
June 2022 — TechFinancials
South African business-media coverage of the majority investment in SA Commercial and planned job creation in the Western Cape.
URL: https://techfinancials.co.za/2022/06/06/sa-commercial-announces-equity-investment-from-uks-woven-solutions-group/
let’s connect
If you’re looking to reduce cost-to-serve, improve quality, or drive retention and revenue, we’ll show you what an ROI-first customer operation can look like — and share case studies aligned to your industry.
Smarter Tech – Real People – Better Outcomes
ATM Group is a tech-enabled customer operations and revenue partner. We deliver contact centre outsourcing, revenue generation programmes, multilingual support and AI-enabled optimisation across our delivery footprint in the UK, the Netherlands and South Africa.
Units 3 & 4,
St Margarets Business Centre,
Burleys Way,
Leicester,
LE1 3BE
Applicon House,
Stockport,
SK3 0EY
Friars House,
Manor house Drive,
Coventry,
CV1 2TE
Handelsstraat 34,
6135 KL Sittard
The Netherlands
Akerstraat 11 & 19
6411 GV Heerlen
The Netherlands
14 Long Street
City Centre
Cape Town
Western Cape, 8000
ATM Group is a trading name of AT Management Ltd, incorporated in England and Wales with registration number 06306526 and registered address at Units 3&4, St Margaret’s Business Centre, Burleys Way, Leicester, LE1 3BE.
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