Board Advisor · Industry Strategist · Executive Mentor
Helping boards build internationally competitive customer operations.
For five decades, Rod Jones has helped CEOs, founders, executive teams and boards across CX, contact centres, BPO and GBS achieve sustainable growth, operational excellence and customer success.
- Lifetime Achievement Award - CXO Outsourcers, Atlanta 2024
- SABS Contact Centre Standards Committee since 2008
- ISO 18295 Standards Committee
- Co-Founder & Patron - Africa Federation of GBS Associations
- 5,000+ MasterClass delegates
- Dubai Model Office Standards auditor
- Author of 20+ industry eBooks
- Keynote speaker & industry commentator
In his own words
“I help decision-makers make good decisions about call centres and contact centres.” Today that means helping boards navigate an industry being reshaped by artificial intelligence, automation and evolving customer expectations - and preparing not only for the future they expect, but for the future that is already emerging.
How Rod helps
Board-level thinking. Operator-level experience.
Every engagement begins with understanding the business before recommending solutions - then, when required, leading implementation with carefully selected specialist expertise.
Executive Strategic Advisory
Independent counsel for boards, CEOs and investors - helping answer the critical strategic questions that shape the future of the business.
- Board & CEO sounding board
- Growth & market positioning
- M&A, governance & value creation
Strategic Transformation Programmes
Turning strategy into measurable business outcomes through structured programmes led by the right specialist expertise.
- Business growth & expansion
- Organisational transformation
- AI strategy & digital transformation
Assessing & Benchmarking
Know precisely where your contact centre stands - and what it will take to become truly world class.
- 800+ measurable “moving parts”
- Global benchmark comparisons
- Customised development plans
The framework
A proven path from strategy to value.
No two organisations are the same, but successful transformation follows a disciplined process - one that reduces risk, builds stakeholder alignment and delivers measurable business outcomes.
- 01
Discover
Understanding your organisation, strategic objectives and business environment.
- 02
Assess
Evaluating organisational capability, operational maturity and readiness for change.
- 03
Strategise
Developing a practical roadmap with agreed priorities and measurable business outcomes.
- 04
Transform
Leading agreed initiatives while coordinating specialist expertise where required.
- 05
Grow
Supporting sustainable growth, competitive positioning and market expansion.
- 06
Realise Value
Measuring outcomes and embedding improvements that deliver lasting business value.
Recognition & standards
An award-winning industry pioneer.
In May 2024 Rod received a Lifetime Achievement Award in Atlanta for significant and inspirational contributions to the BPO and CX sector. He is a respected authority on contact centre governance and operational excellence.
- 2008SABS Technical Committee for Contact Centre Standards, including Chairman of the Standards Review Committee
- ISORepresents South Africa on the ISO 18295 international standards committee
- UAEAuditor for the Dubai Model Office Standards for Contact Centres
- AfricaCo-Founder and Patron of the Africa Federation of GBS Associations
MasterClass #191 · PLP Group · June 2026Executive MasterClass
Developing leaders. Strengthening operations. Enabling growth.
Since 2004, more than 5,000 delegates have attended Rod’s MasterClass seminars - public programmes with industry bodies, and bespoke, highly interactive sessions for leadership teams, delivered on-site or virtually.
Bring the MasterClass to your teamWhen we identified the growth of our next level of management as a strategic imperative, there was no doubt that Rod Jones was the facilitator we needed. Rod knows what great looks like, and we are excited to unlock our full potential together.
The library
Decades of know-how, free to read.
An ever-growing collection of practical eBooks on BPO strategy, speech analytics, quality, compliance, KPIs and technology selection. Use and quote freely - an author’s mention is appreciated.
Browse all 23 eBooks
Championing Africa
Bringing more BPO & GBS work to South Africa - and the continent.
Rod is a passionate advocate for job creation, leadership development, the principles of Impact Sourcing and the responsible adoption of AI across Africa’s customer experience industry.
A trusted sounding board
Not just history. Hands-on with what’s next.
Unlike advisors whose perspectives rest solely on past experience, Rod remains actively engaged with a carefully selected group of technology innovators across omnichannel platforms, interaction intelligence, AI and analytics - so boards get advice that is both strategic and practical.
Read Rod’s story
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