Articles and white papers. PDF downloads

FULL MEMBER

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, measureable 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, Namibia and New Zealand.
 

@Rod_Jones_SA