Call Design Services Consulting

Contact Centre Consulting

Call Design Infrastructure Consulting

The consulting practice is built upon two key foundations of the Call Design business.

"Technology" is the primary foundation. Technology is the enabler to good business process and is the key to unlocking realistic performance improvements and business benefits. Call Design is the market leader in delivering contact centre technology focused on business outcomes.

"Service Delivery" the second foundation brings together excellence in functional process, the requirements of a business and the understanding of industry practice to ensure a consistent and effective solution delivering true and measureable benefits across the enterprise. Call Design has long been known for linking all these facets together to deliver innovative solutions focused on the customers need.

The Call Design Consulting group (CDC) has been a part of the Call Design core Offering since our inception in July 1999, developed with the aim of helping our customers gain the most from their technology experience.

Our System

The team at Call Design Consulting understands that Contact Centres are more than just the deployment of technology and it is our unique mix of both business and technology skills that is the true value behind Call Design Consulting. The in-depth understanding of how to build processes that ensure technology platforms can deliver the best result for the business is key to the capability of the consulting team.

The Call Design Consulting offerings are based around three key focus areas, Technology Adoption, Business Optimisation, Business and Technology Review. In this manner Call Design Consulting can assist contact centres to gain the most from technology.

Our People

The Call Design Consulting team is comprised of a team of industry gurus with over 80 years combined experience in Contact Centres both from an operational perspective and a technology perspective. With a broad cross business focus our team understands the importance of stakeholder engagement across all levels of the business rather than just individual departments or people. Our history of success is solely due to the people and solid process that we bring to each engagement.

• Sean Mather – Managing Consultant – Director Call Design
• Peter Salmon – Director Call Design
• Brett Redman – Director Call Design
• Imogen Goff – Senior Consultant

Our Consulting offerings

Technology Adoption

The aim of this engagement is to ensure that our customers understand the core needs analysis of the business units within the corporation and to assist them to understand and define their requirements.

By using these service engagements customers can take a structured approach to market analysis to uncover the most appropriate technology platform for their organisation.

This approach has been built up from many years of experience and knowledge gained from managing tender responses for customers across the global contact centre environment ranging from single site centres with 15 FTE to multi site centres with 1000+ FTE.

Business Optimised Technology Services

Whether the deployment is for business automation, workforce optimisation, quality monitoring or call management, Call Design can review and build the processes required to maximise the deployment.

The Business Optimised Technology Services consulting offerings have been developed from the many different consulting engagements that Call Design has been involved with.

The aim of these engagements is to make the technology platform perform to full capacity thereby maximising the potential return on investment for the business.

These engagements are modularised to allow companies to take-up the service at the point that makes most sense to them. Each engagement has its own inputs and outputs and uses a variety of different methods to yield the information that is needed to make the engagement a success.

Business and Technology Review

At the heart of every good process or technology implementation is the review period. By developing a process of "looking back" on what has changed, a company can measure the effect and benefit that has been achieved as a result.

The engagements within this focus area help ensure that customers build a path to continuous improvement. In this manner these engagements can also be utilised to look at old processes and technology in an attempt to define future changes and requirements.

These engagements have been designed to focus on the most common issues, technologies and processes within a contact centre however the principals and methodologies are consistent across all facets of the business and a can often be adopted elsewhere.