Our Clients and Experience
We've supported clients across a wide range of industries with initiatives large and small. Some examples of our work is included below.
Insurance and care nsw (icare)
We've supported icare with a range of projects including:
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A current state customer experience and contact centre analysis
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Scoping, design and implementation of a new 70 seat contact centre operation
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Design and implementation of a technology platform for an additional 500 seat contact centre operation
TEACHERS MUTUAL BANK (TMB)
We worked with TMB to conduct a review of their workforce management technology, processes and operational model, providing a strategic roadmap to enable greater efficiency and effectiveness of their contact centre, along with training and mentoring for key team members.
advanced personnel Management (APM)
We provided support to APM to prepare them for the launch of a new inbound and outbound contact centre service. Review and documentation of core processes and the development of an implementation plan to enable successful implementation of the new service were a few of our key deliverables.
Lifeline australia
We supported Lifeline with the rollout of a new Workforce Management tool, process & operational model across their 30+ contact centre locations nationally.
Industry Fund Services (IFS)
We conducted an operational excellence review for IFS, providing a strategic roadmap detailing key ways they may be able to improve their contact centre operation.
Employers mutual limited (EML)
We provided implementation support to EML across technology, operations and process to enable the successful launch of a new 150 seat contact centre operation across 2 locations, quickly growing to a 500 seat operation across 3 locations.
STAPLES
We worked with Staples (now Winc) to conduct a review of their workforce management technology, processes and operational model, providing a strategic roadmap to enable greater efficiency and effectiveness of their contact centre operation, also developing some key tools to enable immediate improvement in reporting capability.
HEalthdirect australia
We worked with Healthdirect to provide process optimisation support during the early stages of implementation of their Aged Care Gateway service, driving significant improvements to their multi-site contact centre operation.
city of melbourne
We worked with City of Melbourne to conduct a review of their workforce management technology, processes and operational model, providing a strategic roadmap to enable greater efficiency and effectiveness of their contact centre operation, also developing some key tools to enable immediate forecasting improvement.
AUSCONTACT ASSOCIATION
We worked with Auscontact Association to run a series of surveys and workshops and develop a set of guiding principles that define customer excellence in contact centres.
STELLAR
We worked with Stellar to support them with the implementation of a range of continuous improvement initiatives for one of their core clients’ contact centre operation.
SUNSUPER
We worked with Sunsuper to conduct a review of their workforce management approach, with a strong focus on enhancing outcomes for their backoffice and non-phone channels, providing recommendations to drive efficiency and effectiveness across all operational contact centre teams.
ME BANK
We worked with ME Bank to conduct a review of their contact centre operation, with a particular focus on enhancing customer outcomes and enabling growth, providing recommendations to drive efficiency and effectiveness across all operational teams.