SOLUTIONS


Empower your employees, engage your customers, and automate processes in real-time, either on-premise or in the cloud with Call Design’s best-in-class solutions. Coupled with advice from our highly experienced team of consultants, Call Design will provide you with innovative solutions and technologies that are implemented in conjunction with customised, on-site training to ensure you can leverage the best possible outcomes from the technology you have invested in.

CONSULTING


Get the most from your contact centre investment with advice from our highly experienced team of consultants. We collaborate with our clients to craft clever solutions and ensure that our technology supports and contributes to the business.  We take accountability for delivering the best advice for each unique environment. Whether it be a health check, back-office processing review or technology recommendations, Call Design’s consulting team can help.

TRAINING


Keep your staff up to date with the latest technology and best practises. Call Design offers a full range of online and on-site courses to ensure that your organisation has access to the comprehensive training that you need. We help improve customer experience and staff performance as well as sharpen management skills to motivate and empower your team. Call Design’s training courses will give your staff the tools they need to exceed company goals and achieve KPIs.

DRIVING THE OPTIMISED WORKFORCE

Established in 1999, Call Design is a leading Workforce Optimisation consulting and services provider that offers best-in-class solutions for organisations in the area of workforce optimisation, implemented by highly experienced consultants. By partnering with industry-leading technology providers, Call Design provides clients with a robust offering of innovative solutions to inspire a more focused, proficient and engaged workforce. We bring together the many different functions within an enterprise and ensure that your employees are empowered and aligned to the organisational goals.

OUR SOLUTIONS

Workforce Management

Call Design’s WFM solutions enable contact centres to accurately forecast all contact channels, including voice, chat, social media, email, and back office. Our solutions give you the ability to track performance and proactively deal with staffing issues, as well as enable staff to swap shifts and apply for leave through the mobile app.

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Engagement

Call Design helps to successfully improve both employee engagement and the customer experience through effective workforce management tools such as Performance Management, Call Design ME (mobile app), Call Design Alerts,  Empower/WFO, gamification and automation.

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Competitive Edge

An exciting mix of technology, operational excellence and consulting support tailored to meet your unique business needs. Forecast accurately, manage schedules, provide superior customer experience, save time and money, and increase staff retention by implementing Call Design’s Competitive Edge.

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Quality Management

Call Design utilises the best-of-the-best QM technology, enabling complete control of your evaluation process. Our QM technology provides easy access to information to identify opportunities for improvement and to recognise top performers. Find agent quality problems, root causes, emerging trends and allows you to affect real change with the help of our quality management platform.

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Automation

Automation solution that dramatically increases the efficiency of your contact centre while improving both agent engagement and customer experience. Utilise automation in your contact centre to solve your business’ challenges that triggers real-time actions based on business rules while improving key costs and productivity drivers.

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Gamification

Enhanced performance, engagement and the optimisation of efficiency though metrics and key insights gained through Gamification. The platform translates behaviours that will improve productivity into badges, quests and challenges for individuals and teams.

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Integration

Integrate Performance Management whatever you see fit. Integration will allow for your company’s pre-existing data to be pulled and complied into a dashboard as part of our design process. The more information you use to inform the system, the more holistic view you’ll have of your company.

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Outbound

Increase the quality of customer interactions while raising the quality of experience for everyone involved. Meet a higher standard of service than ever before with complete solutions for outbound calls.

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IVR

Interactive Voice Response Systems (IVR) are the type of technology that facilitate an organisation’s communication with clients through an automated system. Callers can retrieve information by either entering relevant numbers of vocalising their commands.

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OUR PARTNERS

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