“I help decision-makers make good decisions about Call Centres and Contact Centres”

Strategic & Operational Consulting • Contact Centre Assessments and Auditing • Business Intelligence • Management Training & Mentoring • Professional Speaker •  Industry Analyst

With over 40 years of hard-won, practical experience setting up, operating and optimising call centres, contact centres and customer service centres, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst and Strategic Advisor; a subject matter expert in this complex, specialised field of customer service delivery.

As an independent strategic advisor and consultant, Rod provides decision-makers with an extensive range of professional services concentrating on the strategic issues of Call centres, Customer Management and BPS&O (Business Process Services and Outsourcing). He is also widely recognised for his call centre and contact centre assessment and auditing experience and specialised methodologies that deliver fast, measurable results.

Rod’s clients include many blue-chip South African companies, national and local government agencies and parastatal bodies as well as to organisations in Botswana, Kenya, Uganda, Tanzania, Rwanda, Namibia, Ethiopia and more recently, New Zealand and U.A.E.

What is a “World Class Contact Centre”?  Click the icon to see the detailed definition >>>>

In this 1-minute video clip I share the 5 key operational challenges facing ALL call centres and contact centres

Contact Centres: Global Trends Regional Impact (Essential for future-proofing your contact centre)

Customers are demanding multiple digital channel services. How will YOUR contact centre manage the Digital Migration?

What is a “World Class” Contact Centre? Here are the high-level  requirements