CCA undertook a very comprehensive review of all aspects of our call centre, and provided me with a thorough document detailing their findings and recommendations which clearly showed they had understood and articulated the challenges we were facing going forward, and produced a business case that demonstrated significant financial benefits over a five-year period. [Read more…]
Manufacturing and Wholesaling Company
Contact Centre Action were engaged as strategic advisors to us to implement improvements to their customer service operations Australia-wide.
CCA provided input to key decisions in all areas of operation and technology across the entire project. [Read more…]
International Outsourcer
After researching the marketplace, Contact Centre Action (CCA) were engaged to investigate and document our current business requirements, suggest future client capabilities, asses business requirements and create a tender document, suggesting solutions and vendors that were capable of satisfying the requirements. CCA were then engaged to manage the entire tender process, assist with the evaluation of responses and solutions and provide input to the final selection process. [Read more…]
IT Company
Based on CCA’s previous experience with several large-scale speech recognition and voice biometric deployments, we regularly engage them to provide project management resources, and assist us with customer requirements gathering and solution design workshops. [Read more…]
Local Government
Thank you for your excellent Telephone skills training workshop for the Customer Service Unit here at Wyndham City and the obvious knowledge & enthusiasm that you had to guide everyone through. This was not an ‘off the shelf’ session. It was customised and tailored to our needs which clearly showed CCA’s appreciation and understanding of what we were wanting to achieve. [Read more…]
Financial Services Company
Our contact centre solution had been in place for five years and we were keen for a comprehensive market review. We recognised the need for an independent expert to assist us and selected CCA based on their experience and market reputation. [Read more…]
CCMA and ATA News
During October progress on Project Connect has been made in continued engagement with the legal team at Norton Rose Fulbright as well as the appointment of communications specialist, Loud Communications to assist the joint working party. [Read more…]
Contact Centres Map Of The World
Matchboard’s Call Centre Audio Map allows you to click on a country and hear a call sample, illustrating a “typical” accent for English-language calls in that country. The Map is a world-first initiative, designed to help companies draw informed conclusions about accents when considering location options for their call centre. Matchboard’s call samples are used by executives around the world to support business cases and presentations for onshore, near-shore and offshore service delivery. Matchboard will be adding more call samples from different countries over time. [Read more…]
Contact Centre World Awards
The Contact Centre Industry “Best In The World” were announced in Las Vegas in November. Below are the Gold Medal winners in each category.
Gold Medal Award Winners [Read more…]
Consulting Services
In operation since 2003 Contact Centre Action was established in response to a need to provide high-quality, specialist consulting services to the call and contact centre industry.
Since establishing Contact Centre Action, we have been fortunate to work with some of Australia’s largest and best-known companies covering many industry verticals including financial services, retail, general and health insurance, state and federal government, utilities, telecommunications, transport and logistics, outsourcing and technology.
Some of our clients include: NAB, Coles Myer, Australian Unity, Pacific National, BMW Group, Vic Roads, iSelect, SP AusNet, Brother, Primus Telecom, Nu Energy, SingTel, Department of Sustainability and Environment, Worksafe Victoria, Australian Health Practitioners Regulation Agency, Oceania Customer Interaction Services, Victoria Electricity and Excelior.
To illustrate the variety of the work we are able to undertake, we have detailed below the different tasks we have performed for multiple clients as part of our client engagements:
- Analysed the structure and workflows within a workforce planning department and recommended changes to reduce cost, improve service delivery and improve strategic thinking and planning.
- Developed a group-wide call centre strategy that involved technology upgrades, amalgamation of existing call centres, advice on recruitment and skill requirements, updating process and procedures and improving work flows.
- Performed ‘health checks’ including staff interviews, and presented a report with recommendations concerning management practices, environment, key performance indicators, metrics, customer service, internal communications, structure, remuneration, reward and recognition, reporting and feedback, process and procedures, and training.
- Gathered requirements and advised on the selection of a vendor and a suitable solution for a total contact centre infrastructure replacement.
- Gathered requirements and prepared a Request for Tender, analysed responses and advised on the selection of a suitable solution and vendor for a technology acquisition.
- Project managed a variety of projects, including the implementation of a call recording solution, the implementation of replacement contact centre infrastructure, the relocation of a contact centre to new premises and the implementation of the virtualisation of call centres across multiple sites.
- Analysed call flows, call routing strategies and IVR configuration and made recommendations to improve customer service.
Our staff have broad practical experience in many aspects of managing and operating Call and Contact Centres, allowing us to match the most appropriate skills to your needs and have access to many industry resources to provide you with the highest level of service and expertise available.