Helen X. Rowland, Owner and Managing Director, OceanConnects

We’ve all been there—caught in the grind, stuck in a routine, wondering if there’s something more waiting just around the corner. But what separates the dreamers from the doers is the courage to take that leap and make things happen, turning those “what-ifs” into “why nots.” It takes a rare kind of grit to break free from the comfort zone and dive headfirst into the unknown. While many strive to play it safe, sticking to the beaten path and avoiding risks at all costs, there are those who dare to see beyond the obvious. They challenge the status quo, push boundaries, and embrace uncertainty, using every setback as a stepping stone and every obstacle as an opportunity to innovate. And, in doing so, they ignite a spark in others to step beyond their limits, break free from their comfort zones, and turn their boldest dreams into tangible success. Among such fearless innovators stands Helen X. Rowland, the owner and Managing Director of OceanConnects, a company that delivers top-tier customer service, technical support, and help desk solutions to businesses of all sizes, both in Ireland and abroad.

Growing up in a progressive household, Helen was deeply influenced by her modern parents, who instilled in her a strong work ethic. Hardworking and forward-thinking, they were committed to providing the best for their children, setting an example of perseverance and ambition that Helen absorbed from a young age. Naturally a perfectionist, she always believed there were better and more productive ways to approach tasks and get the job done. After returning from London to Dublin, she worked in operations at a large US bank, where she became involved in marketing—a role she thoroughly enjoyed due to her love for challenges, targets, and the satisfaction of achieving goals. She managed campaigns across several US states and thrived in a fast-paced, goal-driven environment. For her, every situation presented a win-or-lose scenario, and she was determined to win. This mindset eventually led her to seize an opportunity to build something of her own. She founded a telemarketing and virtual call-answering company, turning her vision into a reality. The transition from employee to entrepreneur was not without its challenges, but her competitive spirit and unwavering belief in her vision drove her forward. 

Setting New Standards in Client-Centric Outsourcing

In 2008, Helen founded OceanConnects with a vision to redefine outsourcing by providing personalized solutions that prioritize trust, integrity, and innovation. Since its inception, the company has built a strong reputation for delivering exceptional services to businesses across Ireland and the United Kingdom with a focus on seamless integration and outstanding customer service. Its impressive client retention rate, coupled with new client engagement and a series of prestigious Business All-Star Accreditations, speaks volumes about its dedication to excellence.  For Helen, one of the key aspects of outsourcing is “having 100% confidence in the company that you’ve chosen to work on your behalf,” a belief that continues to drive the company’s strategic vision and daily operations. “Not only do we represent your brand we also protect your brand, and continuously provide only the best customer service to your customers and clients. Each new client – or new project from retained clients – acts as recognition for the work we have achieved so far, as well as a motivation to keep the work going and to achieve even more in the future,” opines Helen.

OceanConnects’ success lies in its ability to provide customized solutions with a personal touch. The company’s small-to-medium size allows it to work closely with its clients, becoming an integral part of their teams. OceanConnects’ fully trained staff ensures the successful delivery of all business goals, and the company prides itself on understanding the personal and business objectives of each client. As the business continues to expand, OceanConnects has introduced innovative capabilities and systems to ensure the consistent delivery of top-tier service. In line with its forward-thinking vision, the company is embracing emerging technologies, including Bulk Voice Broadcasting, and ramping up efforts in social media and email marketing to stay ahead of the curve in an increasingly automated world.

Focusing on Seamless Service and Smart Growth

OceanConnects sets a high standard for customer service with its Service Level Agreement (SLA) that guarantees a 3-ring pick-up for all campaigns. The company believes that any business requiring multiple button presses to reach a live operator does not reflect good customer service. While acknowledging that some larger companies may not have a choice, OceanConnects believes there are innovative ways to eliminate this issue by optimizing current systems. The company’s unwavering focus remains on providing top-tier customer service and outsourcing solutions. To achieve this, the company operates with a flexible business plan that adapts to the uncertainty caused by current geopolitical trends. The core of this plan is to grow the business by 10-15% within the next year by developing new campaigns and attracting more customers. Specifically, OceanConnects will target more businesses in the UK and Europe, increase its presence within the Irish market, and further develop its multilingual helpdesk services to appeal to companies across the EU and internationally. “In today’s business environment, Call Centres need to have the capacity to operate bilingually, and we do! We have a proven record of success with EU companies, having previously run a very successful Multilingual Campaign,” asserts Helen.

To support this growth, OceanConnects is set to launch a campaign-based recruitment drive, ensuring the hiring of individuals with exceptional communication skills and target-driven mindsets. The company avoids using recruitment agencies, instead focusing on in-house training to ensure employees are fully aligned with its values and processes. Despite being an SME, OceanConnects operates with the efficiency and capability of a much larger company, offering personalized care and attention to each client. This approach, combined with ongoing technological advancements, has been key to its long-term success and impressive client retention rate. “We strive to reassure our clients and prospective customers that not only do we develop customized processes for each and every client, but we also ensure that all clients receive equal attention and are treated with the respect and professionalism that we pride ourselves on,” adds Helen.

Overcoming Challenges with Conviction

Building a business from the ground up, especially in the fiercely competitive call center industry, is no small feat. For Helen, founding OceanConnects was a bold venture in a highly saturated market. Yet, she knew that competition is essential for growth, as it keeps businesses on their toes and drives innovation. From the very beginning, she sought advice and reminded herself to “think it through” (TTT), acknowledging that the path of a new business owner is often filled with isolation and vulnerability. Despite these challenges, Helen trusted her gut feeling and moved forward with resilience, trust, and unwavering determination. “I am very logical-minded, and once I see an issue or challenge, I quickly find a solution. It’s never a problem; it’s an issue, a challenge, and an opportunity—that’s my motto,” shares Helen.

Over the years, OceanConnects has earned numerous accolades, including winning the prestigious All-Star Business Award for four consecutive years. Helen attributes much of the company’s success to its ability to deliver reliable, consistent solutions and its unwavering commitment to trust integrity, and innovation. Ultimately, it is her belief in herself that has been the driving force behind the company’s growth, enabling her to lead with conviction and inspire her team to always strive for excellence. 

Balancing Work, Wellness, and Personal Growth

Helen believes that maintaining a healthy work-life balance starts with positivity. For her, it’s about finding harmony between work and personal life, which she has carefully cultivated over the years. She works at OceanConnects four days a week, while also pursuing other business interests, embracing the variety that life and work offer. On weekends, she often travels to her country home or her home in France, where she ensures that her business life stays at the office, a practice she’s adhered to for years. Outside of work, Helen is deeply passionate about staying active and healthy, regularly hitting the gym and walking. She enjoys a balanced diet, gets restful sleep, and occasionally indulges in a glass of red wine paired with good food. With a well-organized plan for both her personal and professional life and a close-knit family network for support, Helen ensures that every moment is spent meaningfully.

Continuing Innovation with AI Integration

Looking ahead, Helen’s vision for OceanConnects is to fully embrace the exciting potential of AI, which she sees as an essential evolution in the business world. With her natural forward-thinking mindset, she’s passionate about the opportunities AI brings, particularly in the realms of marketing and sales. Whether it’s B2B or B2C, Helen believes that companies need to be prepared for the rapid changes AI will bring and must be innovative in their approach to stay ahead. She aspires to guide OceanConnects through these advancements while ensuring the company remains at the cutting edge of innovation and excellence.

For entrepreneurs just starting out, Helen has valuable advice drawn from her own journey. She emphasizes the importance of patience, reminding them that success doesn’t happen overnight. While it’s tempting to chase instant results, Helen stresses the value of taking the time to grow and develop. As distractions can derail progress, she encourages entrepreneurs to stay focused on the goal and trust the process to build a value-driven, innovative business. “Don’t expect too much too soon—it will come. Believe in yourself, work hard, and don’t let distractions stand in your way. Focus is the key to success,” concludes Helen.