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The agency itself would be described as 'medium sized' with an employee workforce of about 30 which makes it ideally placed to be able to offer a full range of campaigns to clients both large and small, whilst remaining 'nimble' enough to be flexible around our clients often very specific needs.

 To be this 'fleet footed' it is essential that the agency has and maintains very tight operating procedures and that each member of staff truly understands their part – and indeed delights - in satisfying our clients needs.

 The management structure at the agency is very flat.  Jil Ellis who has overall operational control of the company is responsible for the campaign set up and direction and in most cases will be the key point of liaison between the client and the agency.  Under Jil’s direct control are a Data Manager (whose role it is to ensure that the client databases are fully maintained and that communications remain fluent throughout), a Quality Control Supervisor (whose role is to check the completed work and to keep clients activity reports up to date), and a Telemarketing Team Manager (who looks after the communicators in the phone room and has the dual responsibility of training the communicators and ensuring that each clients campaign operates to set targets).

One of the most interesting elements of the agency is the way in which it operates the calling itself.  Whilst Stormark utilises cutting edge technology to maintain and update all client databases it still insists upon the higher quality form of manual communication rather than the higher volume computer driven telemarketing.

The company ethos is that by operating in this manner the communicators are free to have an interactive conversation with the person that they are speaking with and can fully concentrate on delivering a clients message, or in extracting the salient points of the conversation for the clients management information.

This process then naturally leads into the updating process which is carried out by dedicated database administrators which serves two purposes.  Firstly; this third set of eyes (the second set was added by the Quality Control Supervisor) helps to eliminate any potential errors in the work; and secondly, as the database administrators are trained in the art of keeping clients databases up to date we are able to virtually eliminate the errors that are so routinely seen on databases that have not been maintained in this way.