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Rod Jones
Articles and white papers. PDF downloads
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Contact Centre industry Specialist
Call centres, contact centres and customer service centres are
the most effective and practical way to communicate with customers
one-on-one. Whether its in-bound or outbound calling, a properly
resourced contact centre will produce rapid, measurable results
for the organisation while addressing the five key strategic objectives
driving most organisations.
- Cap or Reduce Operational Costs – Reduce
the cost of providing high quality customer service
- Increase Efficiencies
- Increase Revenues – Increases sales revenues
through up-sell and cross-sell methods • Debtor Management
and Debt Collection
- Reduced or Mitigated Business Risks - Including
Brand Reputation, Fraud and Competitive Onslaught
- Increased Customer Satisfaction – Reduced
‘churn’ and Customer Defection
- Increased Staff
Engagement, Staff Satisfaction and Longer Tenure
With over 25 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 and Strategic Advisor; a subject matter expert in
this complex, specialised field of service delivery. As a professional strategic advisor, Rod, provides an extensive
range of professional services concentrating on the strategic issues of Call centres, Customer Management and BPO
(Business Process Outsourcing).
An accomplished public speaker, Rod regularly presents papers, seminars and workshops and corporate
training on various aspects of call centres, contact centres and
customer relationship management. Rod’s clients include
several blue-chip South African companies, national and local
government agencies and parastatal bodies as well as to
organisations in Botswana, Kenya, Uganda, Rwanda and Namibia.
Rod serves on the technical committee for the SABS National Contact
Centre Standards (TC99). He is also the chairman of The Independent
Contact Centre Consultants Association - ICCCA.
@Rod_Jones_SA
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From new call centre start-ups to the independent and objective
assessment and auditing of existing operations, the techniques
and methodologies used by Rod Jones and his independent
associate partners provide astute, practical
solutions and deliver fast and effective results.
Read
more >>>>
In the highly demanding and competitive world of professional
contact centre operations, managers need facts, information
relating to ‘best practice’ processes, methodologies,
techniques, standards and access to confidential business intelligence
and industry knowledge. With over 25 years of experience at
the forefront of the call centre industry Rod Jones provides
effective strategic advisory and management mentoring services
on an ad hoc or contract basis. Read
more >>>>
Having established an exceptionally large business and professional
network in the South African and African call centre and contact
centre industry during the past 20 years, Rod Jones is ideally
positioned to provide vendors, service providers and operators
with reliable business intelligence, business introductions
and business development strategies.
Read
more >>>> |
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In the last five years over 2,250 delegates have attended Rod
Jones’ powerful two day management development seminar “CRM and
World Class Call Centres – The Key Strategic Issues”. Regularly
hosted in South Africa and throughout Africa the Rod Jones MasterClass seminar
is targeted to managers and executives setting up new call centres
or contact centres or tasked with re-developing, expanding or
optimising existing operations.
Read
more >>>>
NEW !
CALL CENTRE / CONTACT CENTRE
ASSESSMENTS, AUDITING & BENCHMARKING
We provide a fast, accurate
and reliable contact centre assessment and benchmarking
service using the world-renowned Snapshotz™ on-line,
cloud-based methodology and reporting tool.
● DIY or Consultant Facilitated ● Easy to
Use - No training required ● Project Management and Task
Management Functions ● Provides Benchmarking against globally
recognized 'Best Practice' ● A productivity Measurement
Tool ● A business Intelligence Repository● A
planning and budgeting tool ● Results within 7 days.
Call or eMail for more information, sample reports or to
arrange an on-site or remote demonstration.
rod@rodjones.co.za or
+27 (0)82-568-9976
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