From Back Office to Contact Centres
Call Design is a global leader in workforce optimisation, with over two decades of experience helping organisations achieve operational excellence. We specialise in delivering solutions that improve customer experiences, streamline operations and enhance employee engagement. Standing at the intersection of technology and human potential, we provide workforce management expertise backed by advanced solutions from partners like Alvaria, Aspect, CallD.AI, Intradiem and ProHance.
Our approach blends cutting-edge technology with strategic consulting and training, tailored to meet your unique challenges. Our commitment is to empower businesses with the software and education they need to ensure better customer engagement.
Innovative
WFM Solutions
Enhance forecasting, scheduling and performance insights with Aspect WFM and ProHance for back-office productivity.
Outbound
Solutions
Drive engagement with Alvaria CX and Advanced Outreach for proactive customer interactions.
Driving the Optimised Workforce
At Call Design, we believe that workforce optimisation isn’t just about implementing technology – education and training are equally as important.
If you don’t have the right training, processes and support in place, even the best systems won’t add the value you are hoping for. That’s where Call Design does things differently.
We go beyond implementation—providing education, training and ongoing support for every solution we deliver.
Expert Consulting for Contact Centres & Back Office
Enhance operations with strategic consulting across contact centres and back-office functions. From workforce optimisation to process automation, we drive efficiency, productivity and business success.
Training & Best Practice Courses
We teach you how to use software tools effectively and apply best practices. Master WFM with our WFM Essentials, WFM for Real-Time Analysts and WFM for Team Leaders courses.
Back-Office Solutions
Call Design transforms back-office operations into strategic drivers of efficiency and performance. Leveraging data-driven insights from ProHance, helps organisations streamline workflows, enhance productivity and optimise resource allocation. Our tailored solutions provide real-time visibility into performance, empowering smarter decisions while reducing costs and boosting employee engagement.
Contact Centre Services
We combine best-in-class technology with expert consulting to deliver measurable results. Our approach focuses on optimising workforce performance, enhancing customer interactions and supporting business growth through tailored strategies.
WFM Best Practice Courses
Learn proven strategies to optimise forecasting, scheduling, and real-time management, enhancing workforce performance and operational efficiency.
Product Training
Empower your team with hands-on product training, customised to meet your specific requirements. Contact us and let us know what training you or your team need.
Custom Integration Development
Ensure your systems communicate effortlessly with seamless integrations across WFM, payroll and CRM tools.
WFM Consultancy
Work with us to optimise your team structure, refine processes and maximise your technology suite for peak performance and efficiency.
Upcoming Events
WFM for Real Time Analysts
WFM for Team Leaders Online
NIB Motivation For Change
Discover how Call Design transformed NIB’s workforce management strategy to achieve greater efficiency and improved customer satisfaction.
Whakarongorau Aotearoa Choose Unique Solution
Discover how Call Design transformed Whakarongorau Aotearoa’s WFM suite using Aspect Software solutions.
Transcom’s extensive WFM Solution
CallDesign helped Transcom enhance workforce management with a tailored solution, improving efficiency, cost savings and employee engagement.
FAQs
What does Call Design do?
Call Design is a workforce optimisation consultancy and technology provider that helps organisations improve how their people, processes and systems work together, particularly across contact centres and back office operations.
We help organisations plan, manage and optimise their workforce through the implementation of workforce optimisation technologies, AI, consulting expertise, training and custom development with particular focus on integrating workforce solutions with existing business systems.
What is Aspect WFM and how does Call Design support it?
Aspect Workforce Management (Aspect WFM) is a powerful enterprise workforce management platform designed to help organisations forecast demand, schedule staff and manage workforce performance, particularly in contact centres and other operational environments. Call Design is an official Aspect Workforce partner, delivering expert implementation, optimisation and hands-on configuration training to help organisations capitalise on the full value of their workforce management investment and consistently achieve stronger performance and service outcomes.
How does Intradiem help with real-time workforce management?
Intradiem, available through Call Design, uses Real-Time Management Automation (RTMA) to help contact centres and back office environments adapt instantly to changing conditions. It monitors conditions such as service levels, queue times and employee activity then automatically triggers actions like coaching, training or wellbeing breaks without manual intervention – reducing burnout and attrition while improving productivity and service quality.
What is CallD.AI and how is it changing contact centres?
CallD.AI is an AI voice virtual agent that can help you respond to customer calls with human-like interactions. By answering some of your calls, CallD.AI frees human agents to focus on complex, empathy-driven conversations, improving both efficiency and customer experience.
How does Prohance help back office environments?
CallD.AI is an AI voice virtual agent that can help you respond to customer calls with human-like interactions. By answering some of your calls, CallD.AI frees human agents to focus on complex, empathy-driven conversations, improving both efficiency and customer experience.
What industries benefit most from workforce optimisation solutions?
Our workforce optimisation solutions support a wide range of industries, including banking and financial services, government, telecommunications, utilities, travel and hospitality, airline and transportation, education, BPOs and field services. Any organisation managing large, dynamic teams can use our expertise to improve service levels, operational efficiency and the experience they deliver to customers.
How can workforce optimisation software improve employee engagement?
Workforce optimisation software improves employee engagement across the organisation by making work more predictable, fair and manageable.
It helps organisations create balanced schedules, give employees more control through self-service tools like shift swaps and leave requests and provides leaders with insights to coach and support their teams regardless of whether they are front or back office. The result is less operational stress, greater flexibility and a better employee experience.
How does automation reduce burnout and attrition in contact centres?
Through tools like Intradiem, automation reduces manual workloads and repetitive tasks, enabling agents to focus on meaningful interactions. Real-time automation adjusts staffing levels and provides timely breaks, preventing burnout, reducing turnover and enhancing customer satisfaction.
How can I learn more or request a demo?
Explore Aspect WFM, Intradiem, CallD.AI and Prohance solutions or contact our team to book a personalised demo.
What training courses does Call Design offer for workforce management?
Call Design offers a comprehensive range of workforce management training courses, including foundational programmes like Workforce Management Essentials, specialised courses for Real-Time Analysts and Team Leaders as well as any training your team have on how to use Aspect WFM.
Who should attend the Workforce Management Essentials course?
The Workforce Management Essentials course is aimed at forecasting, scheduling- and resource planning professionals in contact centre and service environments. It covers core WFM practices and is an ideal starting point for those building their workforce optimisation skillset.
Can team leaders and real-time analysts benefit from these training courses?
Yes. Call Design’s Workforce Management for Team Leaders and Workforce Management for Real-Time Analysts courses are designed specifically for those roles. They focus on leadership in WFM, real-time decision-making, performance adherence and people-process integration.
Are the training courses delivered online or in-person?
Call Design delivers a mix of formats: in-person classroom training, live-virtual workshops and self-paced online learning for courses like WFM for Team Leaders Online Learning. This flexibility supports both remote and on-site learners. Contact our team to discuss your specific training requirements.
