Our Solutions Create a Better Customer Experience
Empower your agents and other employees with innovative solutions and technology that will help simplify their job and deliver exceptional experiences. Call Design fuels your growth and optimises your workforce with our innovative approach to Workforce Management, Quality Management, Performance Management and Real-Time Automation Solution to ensure the highest levels of employee engagement and customer experience. Our products and services have been implemented across a broad spectrum of industries around the world. We’ve taken the best solutions and paired them with an impeccable team of developers to build or customise integrations to meet your requirements whether it be on-premise or in the cloud.
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.
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.
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.
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.
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.
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.
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.
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.
IVR
Interactive Voice Response Systems (IVR) represent technologies that facilitate an organisation’s communication with clients through a automated systems Callers can retrieve information by either entering relevant numbers or vocalising their commands.
LET US FIND A SOLUTION THAT FITS YOUR NEEDS
Choose The BestSolution For Your Team
Since 1999, Call Design has built trusted client relationships by strategically providing effective workforce solutions and industry-leading technologies to assist contact centres in optimising the workforce. Not only does Call Design provide world-class Workforce Optimisation tools, but we also help you to identify and adapt to the changing needs of your customers and your business environment.
Let our team create a personalised action plan to enhance efficiencies at all levels of the organisation.