Contact Centre Action

How Is Your Contact Centre Positioned For The Future?

Anyone reading the newspapers in Australia may be concerned about the economy in the short to medium term.

The press constantly reminds us that overseas orders for Australian resources have fallen, the exchange rate against the US$ has dropped (is that a bad thing), interest rates are dropping indicating Reserve Bank concern, and unemployment has risen slightly.

Interestingly, in our experience, contact centres are investing in new technology which indicates quite an optimistic outlook. [Read more…]

Health Insurance Provider (2)

GMHBA is a not for profit health fund, covering more than 230,000 Australians and we pride ourselves on product choice, flexibility and customer service.  With an ageing telephony system, and some ongoing issues, the existing contact centre solution and telephony hardware wasn’t the platform for GMHBA to move forward with, so GMHBA engaged CCA to help understand the market and implement a new solution. [Read more…]

Health Insurance Provider (1)

GMHBA are proud to operate a small local contact centre providing a high level of service, running an effective and efficient operation in Geelong to support an ever growing member base. Increasing complexity within the Private Health Insurance industry, technology trends, rapid growth and a multi branding approach prompted us to conduct a health check of our contact centre. CCA came highly recommended from a number of sources and were flexible with other commitments, at very short notice, to tailor a health check program specific for GMHBA. [Read more…]

Sales Associate – Cloud Contact Centre

  • Cloud Based Solutions
  • $60K base ($100K+ OTE)
  • Dynamic, Connected, Intelligent

 

This organisation transforms the way you connect to customers. Offering a cloud based solution; they allow you to connect to your customer anywhere, anytime on any device.

[Read more…]

Client Engagement Executive

  • Build Business Genuinely
  • Call Centre Solutions Sales Experience
  • Outsourced Solutions

A unique opportunity exists to work for an Australian owned company who are leaders in their industry. This is an offer to build long term sustainable solutions for clients with a business that prides itself on its personal touch and strong work ethic.

[Read more…]

Business Development Representative

Our client is a start-up in the Australian Professional Services industry based in Melbourne. They are seeking a dynamic, motivated part-time Business Development Representative to grow their business. [Read more…]

Contact Centre World Awards

The Contact Centre World Awards – APAC Best Practice Conference and Judging were held in Singapore on June 2nd – 6th 2014. Judging took place for a large number of individual and centre awards, with the winners progressing to the Las Vegas in November to compete against winners from the other regions for the Global Contact Centre Awards. [Read more…]

Steve Pels

Steve has workSteve Pelsed a variety of roles in the call and contact centre industry since 1996. His roles have included call centre management positions, systems integration and design team management and management consultant.

During this period he has worked with companies such as National Australia Bank, ANZ Bank, Coles Myer, MLC, Ford, AXA, TABCORP, Damovo, Ericsson, Primus Telecommunications, Australian Unity, BMW and VicRoads.

His roles have included operational consulting, business needs analysis, development of contact centre strategies, tender preparation, contact centre establishment, contact centre relocation and centralisation and productivity improvements.

While Steve specialises in the productivity and people aspect of contact centres, as well as business processes and workflows, he also has a strong understanding of the technology available to contact centres.

Member of International Customer Service Professionals, Applied Voice Input/Output Society, and ATA.

Life Member of the Customer Contact Management Association.

 

Independent Provider of Employee Assistance

I am incredibly satisfied with the return on my investment in engaging Contact Centre Action (CCA) with this review.

CCA delivered an exceptionally comprehensive, user-friendly and pragmatic report that clearly spelled out an approach to enhancing contact centre operations. The recommendations took into account both current and future requirements. The transfer of knowledge that occurred during the review process was an added benefit and meant that all the context necessary for understanding and implementing the review recommendations was created with my people. [Read more…]

Our Address

P.O. Box 479
Seaford VIC 3198, Australia

Phone:
1300 789 456

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CCA (Aust) Pty Ltd

(ABN 27 107 085 558)
trading as Contact Centre Action.