SOLUTIONS
Empower your employees, engage your customers, and automate processes in real-time, either on-premise or in the cloud with Call Design’s best-in-class solutions. Coupled with advice from our highly experienced team of consultants, Call Design will provide you with innovative solutions and technologies that are implemented in conjunction with customised, on-site training to ensure you can leverage the best possible outcomes from the technology you have invested in.
CONSULTING
Get the most from your contact centre investment with advice from our highly experienced team of consultants. We collaborate with our clients to craft clever solutions and ensure that our technology supports and contributes to the business. We take accountability for delivering the best advice for each unique environment. Whether it be a health check, back-office processing review or technology recommendations, Call Design’s consulting team can help.
TRAINING
Keep your staff up to date with the latest technology and best practises. Call Design offers a full range of online and on-site courses to ensure that your organisation has access to the comprehensive training that you need. We help improve customer experience and staff performance as well as sharpen management skills to motivate and empower your team. Call Design’s training courses will give your staff the tools they need to exceed company goals and achieve KPIs.
DRIVING THE OPTIMISED WORKFORCE
Established in 1999, Call Design is a leading Workforce Optimisation consulting and services provider that offers best-in-class solutions for organisations in the area of workforce optimisation, implemented by highly experienced consultants. By partnering with industry-leading technology providers, Call Design provides clients with a robust offering of innovative solutions to inspire a more focused, proficient and engaged workforce. We bring together the many different functions within an enterprise and ensure that your employees are empowered and aligned to the organisational goals.
OUR SOLUTIONS
Workforce Management
Call Design’s WFM solutions enable contact centres to accurately forecast all contact channels, including voice, chat, social media, email, and back office. Our solutions give you the ability to track performance and proactively deal with staffing issues, as well as enable staff to swap shifts and apply for leave through the mobile app.
Engagement
Call Design can help to improve both employee engagement and the customer experience through effective workforce optimisation tools such as Workforce Engagement Management, Performance Management, Motivate (gamification) and Intradiem (automation).
Gamification
Gamification is a great way to improve employee engagement. It allows staff to see their goals and achievements from anywhere. They can track their own progress and rankings and see current leaders for key tracked KPIs, as well as a timeline of new records and personal bests. The Leaderboard also displays the raffle wheel winners and prizes won when the raffle spin occurs
Quality Management
Our Quality Management technology provides easy access to information to identify opportunities for improvement and to recognise top performers. The software offers a full range of functionality to fit your needs: voice and screen capture, PCI compliance, configurable evaluation forms, and optional speech and desktop analytics.
Real Time Optimise
Our real time optimising technology can be used to improve staff engagement, reduce costs and provide your customers with better service.
Custom Integrations
Our inhouse development team can build custom integrations to get the data you need, wherever you need it.
Outbound
Our advanced list and campaign optimisation tools enable you to easily develop, deploy and analyse sophisticated contact strategies across single or multiple supporting platforms to increase your contact success rates and optimise your sales and/or collections productivity and results.
IVR
Interactive Voice Response Systems (IVR) represent technologies that facilitate an organisation’s communication with clients through an automated system. Callers can retrieve information by either entering relevant numbers or vocalising their commands.
OUR PARTNERS
