Independent local business, Callstream, is defying the downturn with a 20% increase in sales over the last year. Based in Henley-in-Arden, the company specialises in providing telecoms solutions for a wide range of call centre businesses, in industry sectors from insurance to travel.

Recently securing long term contracts with Virgin Holidays and United Vacations, Callstream are positively looking to the future.

The company reports that whilst some clients have seen an expected decline in call traffic over the past year, others are bucking the trend. Birmingham based Connect Distribution, Insurance Choice in Leamington Spa and website Firebox have all seen their call traffic rise over the last 12 months.

Providing excellent customer service is key to Callstream's operation and they are planning to expand their customer service team this spring. Mark Drury, Director commented, "We're proud of being a local business, that employs local people. We have an established client base, including blue-chip national names and our team works hard to deliver the best possible solutions for our clients. As we grow we are looking to recruit more people who are passionate about customer service."

Combining the latest virtual technology with traditional business telephony systems, Callstream offer businesses the means improve the customer experience and make sure that valuable calls are dealt with as efficiently as possible. Recent bad weather meant some of Callstream's clients were unable to operate from their normal premises, but Callstream activated business continuity plans for these clients that routed calls promptly to home-workers and other locations. "Inbound calls are fundamental to our client's businesses. In difficult economic times it is crucial that they are able to deal with all enquiries and we are delighted that we can enable them to do this" said, David Haynes, Head of Service Delivery at Callstream.