Rod Jones

Professional Contact Center Consulting Services

A powerful group of highly experienced, independent specialist CX and Contact Centre Consultants

With over 220 years of combined CX and Contact Centre experience in the customer service and contact centre profession, our group can provide a comprehensive raft of ad hoc and project-based contact center consulting, advisory and contact centre interim management services.

When appropriate, we work individually or as a group of consultants and skills development specialists to deliver additional services including Business Process Design, Quality Assurance, Workforce Management and Optimisation, Skills Development and Training and Contact Centre Operational Costing Models.

Accredited members of CCConsult are individually recognized and respected for specialised expertise, proven experience and integrity.  CCConsult accredited consultants carry out all manner of investigative and advisory services relating to call centres, contact centres and the customer management and service environment.

SKILLS, COMPETENCIES & EXPERIENCE

Accredited members of the CCConsult Network have the commensurate skills, competencies and appropriate experience to provide clients with appropriate consulting, advisory and training or mentoring services.

Download the 2-page PDF detailing CCConsult Network members’ skillsets.

Rod
Jones

 

Debby Webster

Hilario Fiandeiro

Bryan
Schneider

Roz
Broome

Hilton Bezuidenhout

Beverly Dickson

Traci Freeman

Contact Centre Consulting Services include but are not limited to:

  • General Call Centre Start-Up Workshops and Counselling
  • Call Centre Optimization
  • Development of Functional Requirement specifications, RFIs,
    RFP’s, and RFQ’s
  • Tender publishing and Evaluation Services
  • Call Centre Operational Efficiency and Effectiveness Audits
  • Call Centre Baselining and Benchmarking 
  • Business Process Design, Re-engineering and Mapping
  • Customer Services and Staff Satisfaction Surveys and Reporting Tools
  • Technical Evaluations and Recommendations
  • Organisational Structures, Job and Job Function Descriptions and Specifications
  • Crafting of Learning and Development Strategies and Methods
  • Workforce Management and Scheduling models
  • Staff / Management Evaluation Methodologies
  • Operational costing models / Process model costing
  • Call Centre Management Development and Mentoring Services

Contact Centre Assessments, Audits and Benchmarking

We specialise in contact centre assessments,  auditing and benchmarking using both various proprietary-developed methodologies and checklists.