Rod Jones

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

Contact Center Consulting, Auditing & Benchmarking Services

“I help Decision Makers to make Good Decisions about Cx & Contact Centres”

With over 45 years of specific experience in the customer service and contact centre profession, I can provide a comprehensive raft of ad hoc and project-based contact center consulting, advisory and contact centre interim management services.

When appropriate, I work with other specialised consultants and trainers to deliver additional services including Business Process Design, Quality Assurance, Workforce Management and Optimisation, Skills Development and Training and Contact Centre Operational Costing Models.

Recognised and respected for specialised expertise, proven experience and integrity, my associate consultants carry out all manner of investigative and advisory services relating to call centres, contact centres and the customer management and service environment. Contact me for appropriate personal introductions or referrals. 

Contact Centre Consulting Services include but are not limited to:

  • General Call Centre Start-Up Workshops and Counselling
  • Cost modelling
  • Staffing Modelling 
  • 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 ( See SnapshotzOnline, below)
  • 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
  • Staff / Management Evaluation Methodologies
  • Call Centre Management Development and Mentoring Services

CASE STUDY

AFRICA’S FIRST CERTIFIED ‘WORLD CLASS’
CX CONTACT CENTRE

Using the globally recognised Snapshotz CX Contact Centre Assessment, Audit and Benchmarking methodology, in less than six years, the Ethiopian Airlines Global Customer Interaction Centre in Addis Ababa was awarded ‘World Class’ status in October 2021. 

CONTACT CENTRE ASSESSMENTS,
BENCHMARKING & AUDITING

I specialise in contact centre assessments,  auditing and benchmarking using both my own proprietary-developed methodologies and the internationally recognised Snapshotz cloud methodology and toolset.

 

 

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