The future of contact centres is centred on the capability to explore possibilities, generating options to advance into the future by leveraging automation, personalisation, activation and gamification. Similarly, Call Design—a New South Wales-based company—has developed an approach based on a simplified theory that collaborates practical, implementable, repeatable cycles of strategic development. The core process is to benefit from proven concepts akin to analysing and learning from contact centres, meeting a higher standard of service than ever before with complete solutions for outbound calls.
Call Design empowers its clients’ workforce with an innovative approach to Workforce Management, Quality Management, Performance Management and Real-Time Automation Solution to ensure the highest levels of employee engagement and customer experience. The company’s products and services have been implemented across a broad spectrum of industries around the world. “We’ve taken the best solutions and paired them with an impeccable team of developers to build or customise integrations to meet your requirements whether it be on-premise or in the cloud,” adds Cecille Tan, the General Manager of Call Design.
Call Design’s WFM solutions enable contact centres to forecast all contact channels accurately, including voice, chat, social media, email, and back-office, coupled with the ability to track performance and proactively deal with staffing issues. Effectively, Call Design helps to improve both employee engagement and customer experience through a wide array of workforce management tools such as Performance Management, Call Design ME (mobile app), Call Design Alerts, Empower/WFO, gamification and automation. Further, Call Design utilises the very best of QM technology, enabling complete control of its clients’ evaluation process for easier access to information to identify employee improvement opportunities and to recognise the top performers of the company. Besides, an exciting mix of technology, operational excellence and consulting support tailored to meet unique business needs, implementing Call Design’s Competitive Edge can make tasks—such as managing schedules, saving money, and increasing staff retention—easier. Also, the automation solution provided by Call Design dramatically increases the efficiency of the contact centre while improving both agent engagement and customer experience.
Call Design empowers its clients’ workforce with an innovative approach to Workforce Management, Quality Management, Performance Management and Real-Time Automation Solution to ensure the highest levels of employee engagement and customer experience. The company’s products and services have been implemented across a broad spectrum of industries around the world. “We’ve taken the best solutions and paired them with an impeccable team of developers to build or customise integrations to meet your requirements whether it be on-premise or in the cloud,” adds Cecille Tan, the General Manager of Call Design.
Call Design’s WFM solutions enable contact centres to forecast all contact channels accurately, including voice, chat, social media, email, and back-office, coupled with the ability to track performance and proactively deal with staffing issues. Effectively, Call Design helps to improve both employee engagement and customer experience through a wide array of workforce management tools such as Performance Management, Call Design ME (mobile app), Call Design Alerts, Empower/WFO, gamification and automation. Further, Call Design utilises the very best of QM technology, enabling complete control of its clients’ evaluation process for easier access to information to identify employee improvement opportunities and to recognise the top performers of the company. Besides, an exciting mix of technology, operational excellence and consulting support tailored to meet unique business needs, implementing Call Design’s Competitive Edge can make tasks—such as managing schedules, saving money, and increasing staff retention—easier. Also, the automation solution provided by Call Design dramatically increases the efficiency of the contact centre while improving both agent engagement and customer experience.
We’ve taken the best solutions and paired them with an impeccable team of developers to build or customise integrations to meet your requirements, whether it be on-premise or in the cloud
Re-defining the contact centre, workforce management and customer experience is all part of the framework that Call Design have designed to bring together a contextual model that creates the contact centre of the future. Call Design work alongside its clients to define the current and future state of their contact centre, taking it to the next level from every imaginable angle. The company is quite adept in building executable strategic management programs that form the foundation for change by allowing free-flowing imagination that creates a realistic idea generation environment. Some of Call Design’s customers include well-renowned companies such as Westpac, CBA, NAB, Bupa, Qantas, Alliance Insurance, Energy Australia and other global entities such as Transcom, Cox Communications and Macy’s.
At its core, the company understands what motivates and engages contact centre and aims to radically improve the engagement and capability of contact centre teams by helping them connect better with each other and with customers. Since 1999, Call Design has built client relationships by strategically providing effective workforce solutions and industry-leading technologies to assist contact centres. Not only does Call Design provide world-class workforce optimisation tools, but also help companies identify and adapt to the changing needs of their customers.
