What We Do

​Consulting

We know that no two organisations are the same, and each business comes with its own set of unique needs and challenges.  Whatever your budget, timeframe and objectives, we put the best people on the job to match expertise and experience to your business needs. 

Using a range of tools and proven methodologies, our experienced consultants will draw on their expertise to offer valuable insights into customer engagement and business improvement opportunities​.  Once we understand your ultimate goals, we can help design, plan and implement customised solutions that deliver a tangible return on investment.

We’ll help you to consider your options and, if needed, support the development of your customer management strategy.  We can help across the spectrum, from enabling you to understand your contact centre’s current state, through designing the future state and building the roadmap, all the way through to implementing the key initiatives.  The result is better information, improved decision-making capability and robust plans that help you drive profitability and customer experience. ​​


​Customer Management Outsourcing

We offer end-to-end customer management solutions that deliver real business value and results, to help you keep pace with evolving customer expectations and how to leverage, best practice process and technology to meet these demands. 

We start by understanding the demands of your sector, your specific business nuances and ambitions and your customers’ expectations.  We will do whatever it takes to deliver a solution that stands the test of time through measurable outcomes. 

 For us, it’s not about ticking boxes, its about a partnership working collaboratively to a shared vision that places equal emphasis on outcomes and brand advocacy, including mirroring your culture.   Our goal is to understand how we can best deliver against your long term goals for customer experience, greater efficiencies and added value through innovation.

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​Business Process Outsourcing

You’ll know how important customer service is to differentiating yourself in a competitive market.  At the same time, you’re under financial pressure to do more with less.  To help you focus on your core business, we provide business process outsourcing solutions that deliver on your service ambitions.  We operate contact centres on your behalf in line with your brand objectives and goals for growth, and do it seamlessly and efficiently across multiple channels. 

Our strength lies in our ability to take a holistic view of the customer journey, by looking at the processes in your customer lifecycle and how you interact with your customers.  We provide insights into how you can optimise the contact centre environment, to drive exceptional customer experience, whilst realising efficiencies and delivering true ROI.







BPO, Business process outsourcing

Opinion piece: Transformation on the cards for BPO sector​

Customer story :iiNet expansion 

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DBOT
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​DBOT

Designing and building a contact centre is complex and challenging at the best of times.  You want to focus on your core business, and you may not have the required skills or capacity to set up a contact centre from scratch. At the same time, you understand how important customer experience is to your business. 

We know how important it is to get the design right from the start.  It’s why we’re able to offer an end-to-end solution that takes care of the design, build and operation of your contact centre, until you’re ready to transfer it back into your organisation.  

Design:  Business case, implementation roadmap and operating model
Build: Full set up of operation including recruitment, processes and technology, testing and launch
Operate:  Go live, ramp ups, stabilisation, ongoing improvements and optimised operations with defined SLAs
Transfer:  Definition of transfer options, planning and implementation of the, transfer, including people, site, technology and processes into your ownership, if and when you decide this is the optimal solution