The Badger rang the call centre for help after experiencing problems using a company’s online mechanisms. After listening to a recorded message about covid and navigating the various options, the Badger joined a queue wondering if Blondie’s ‘Hanging on a telephone’ would be better music than Vivaldi. Eventually Bronwen came on the line. Her unmistakably Welsh accent and name struck a chord as she resolved the Badger’s problem. The Badger thanked her for her help and asked if she was actually in a call centre in Wales. Bronwen chuckled, said that many callers ask the same question, and then confirmed she was in South Wales and that the weather outside was typically Welsh!
Speaking to Bronwen triggered fond memories of visits to Wales, a part of the UK with beautiful landscapes, a rich industrial heritage, and a strong cultural identity. It’s a country that’s seen a huge decline in its coal mining, steel, and slate mining industries over the last half-century. The Badger’s first visits to Wales were in his student days. The first was a weekend stay with his London flatmate’s family in Pontlottyn in the Rhymney Valley. The warm welcome was unforgettable. The second visit was part of the Badger’s degree course. It involved a week touring metal production, casting, and fabrication facilities across South Wales. The highlight was watching the operation of a blast furnace, a Bessemer converter, and a rolling mill flattening giant red-hot steel ingots into 3mm strip at Port Talbot. It was an awesome experience!
Since that time, tourism, public services, customer support services, and light manufacturing in areas like electronics and technology have taken over from coal, steel, and slate as the mainstays of the Welsh economy. Today Wales has the largest data centre campus in Europe and it’s an attractive place for technology-centred companies to have operations. In the Badger’s student days, there was net migration of people seeking employment and a better quality of life outside Wales. This isn’t the case today. With modern service, technology, and digital businesses continuing to grow, Wales is seeing inward migration and growth in its population.
Twenty years after first visiting as a student, the Badger became a more frequent visitor when his employer acquired a datacentre and IT service desk in South Wales. Welsh pride and values was encountered in abundance during these visits, and the Badger learned that if you build on rather than denigrate the character, culture, and heritage of a workforce then they will always rise to a challenge. As an English friend with Welsh family roots put it a few days ago, the word ‘penguin’ derives from the Welsh language which illustrates that the Welsh people have always made a mark on the world. A growing worldwide reputation in the arena of semiconductor technologies might have been a better illustration…