The two directors - Marc Winchester and Matt Burge - had been friends for a number of years when they both realised, around the time when Hutchison announced that they had a deliverable product that essentially provided broadband connectivity to a mobile handset, that a whole new era of mobile communications was on its way and that the implications were enormous. The preview of the capabilities of 3G demonstrating incredible features that provide the necessary technology to enable the convergence of voice, data and the internet within a phone were, at this time, a remarkable advance in new technology. Therefore, it was on the M4 motorway, during a journey back to Cardiff after a meeting in London that Marc and Matt decided that this new technology was so exciting and had so much potential, it had to take off and they needed to find a way to sell it to the UK (and possibly beyond!!). So the two got to work and formulated a business plan deciding that a contact centre was the most effective way to bring this technology to the public. As the technology was so new, both understood that this would be an educational process as well as a selling method and a contact centre was the best way to deliver both. The company in June 2003 and spent three months developing the business plan and trying to convince both the network and a distributor to take on a couple of guys (in a brand new company with no assets or staff or systems or anything!!) Both were totally convinced that they had a product that would sell and through sheer perseverance and, after three months of endless meetings, CDL started trading in September 2003 with just the two directors on the phone.
Since start-up three years ago, CDL has gone from strength to strength but has faced many day-to-day hurdles. At the very beginning, typical of any start-up business, it had little money, no retail experience, no technical experience and no financial backing. However, once the business start-up was underway in Autumn 2003, the next challenge was to select the right team of people to work with the firm. The contact centre industry is well-known for its high staff turnover so CDL does many things to ensure that its staff is looked after. For example, it offers better basic salaries (paying on average 40% more than competitors), a fantastic bonus rewards/prizes as incentives, and a range of staff benefits including free gym membership, free BUPA healthcare, relaxing massage sessions, limited shifts, and employee benefit schemes. As a result, the business has an admirable retention rate and many new employees are referrals from existing staff. Nearly all of the management team have been promoted from within the company and the directors are very committed to them sharing in the success of the business.