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callcentres.net Pty Ltd is a research, consulting, analyst and online publishing company dedicated to the Australian and Asia Pacific contact centre and outsourcing industries. Established in 1999 and based in Sydney with a regional office in Singapore, callcentres.net has 30+ employees and is recognised as the leading provider of consulting, research and information to the contact centre industry.
Our Directors:
Dr Catriona Wallace and James Organ who have a combined 30 years of high-level research experience take the lead for callcentres.net.
Dr Catriona Wallace is the Managing Director of callcentres.net Pty Ltd and ACA Research. Dr Wallace is regarded internationally as an expert in Customer Engagement and Employee Engagement and advises many organisations on service and employee strategies, with particular emphasis on contact centre service channels. Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School and is the author of The Complete Guide to Call & Contact Centre Management. In 2008 Dr Wallace was recognised as one of the top business women in NSW through the Telstra Business Women’s Awards.
Services/Products Offered: 1. Service Strategy Consulting
callcentres.net has a dedicated Service Strategy Consulting and Advisory division. Our point of differentiation is that we employ a Research-based Consulting approach to develop a Service Strategy, using data from, 1) the client organisation, 2) the client’s customer, 3) employee feedback, 4) competitive organisations and the 5) wider industry to inform strategy.
The development of a Service Strategy involves developing a Service Charter that directly supports the organisation’s Strategic Plan. The Service Strategy will incorporate all customer service channels including:
1. face to face: branches, stores and offices
2. contact centre voice channels: customer service representatives, Speech Recognition and IVR
3. online channels: web chat, internet, ATMs
4. all other service channels
The Service Strategy programme will include establishing:
1. a diagnostic review of service and contact centre operations
2. strategic goals for service delivery
3. service leadership and culture
4. customer needs, requirements and segmentation
5. service channel options
6. service policies, practices and processes
7. technology enablement
8. human resource policies and practices
9. service measurement and continuous improvement
10. service reporting framework
11. business continuity for service
12. implementation plan
callcentres.net has 15 years experience in researching the Customer Experience and advising both private and public sector organisations on Service Strategy. There is no other organisation in Australia and Asia-Pacific that has the level of experience in Service Strategy where the contact centre is an integral part of service delivery.
Our Clients
Recent clients who have engaged callcentres.net to conduct service reviews and advise on service delivery include: Sensis, Australian Super, Suncorp, Customs Department, NAB, Optus, Vodafone, ChildFund, Avis, Mercedes, Bridgestone, the Victorian Government, The City of Greater Bendigo.
Leading the Service Strategy Consulting Team
Dr Catriona Wallace leads the consulting division and is recognised internationally as one of the leading authorities in service strategy particularly with regard to multi-channel customer service operations.
Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School and is the author of The Complete Guide to Call & Contact Centre Management. In 2008 Dr Wallace was recognised as one of Australia’s top business women through the Telstra Business Women’s Awards.
2. Industry Research
callcentres.net is the leader in contact centre industry and customised research throughout the Australian and Asia Pacific region having produced over 100 contact centre industry reports since 1996.
# Market sizing and growth studies
# Contact centre benchmarking
# Contact centre indexes
# Customer satisfaction research
# Outsourcing Industry Research
# Location and investment attraction studies
# Employee satisfaction studies and benchmarks
# Human Resources Research
# Salary Surveys
# Turnover and Recruitment indexes
3. Customised Research
We firmly believe in tailoring research to suit our clients’ needs and therefore relish the challenge of undertaking difficult niche research projects.
4. Customer Engagement Research
callcentres.net specialises in conducting small or large scale customer engagement research with our model CustomerEngage, view model here. This model was developed out of the academic literature and over 10 years in researching the customers’ experience with contact centres, branches and other service channels. CustomerEngage clients include NAB, Suncorp, Vodafone, Optus, Bridgestone and many more.
5. Customer Story Telling Methodology
callcentres.net has developed a Customer Story Telling research methodology which has been developed from the anthropological and ethnographic fields. Customer Story Telling is a process whereby interviews are conducted with customers, and customer stories extracted, analysed and narratives written. This methodology provides deep insight into the customer experience.
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callcentres.net Pty Ltd is a research, consulting, analyst and online publishing company dedicated to the Australian and Asia Pacific contact centre and outsourcing industries. Established in 1999 and based in Sydney with a regional office in Singapore, callcentres.net has 30+ employees and is recognised as the leading provider of consulting, research and information to the contact centre industry.
