I'm Rob O'Malley and I'm a call centre consultant who has been lucky enough to work on many exciting and high-profile operations. During the past 22 years, my career has taken from setting up call centres in The UK and Asia to fixing some of the biggest problem call centres around the world. All of my consultancy assignments are about saving money and/or improving the customer experience. I primarily work in 3 areas; call centre audits, call centre set-up (both in-house and outsourced) and call centre overhaul. Most of my audits are for clients of outsourced call centres to ensure that their outsourced partner is working to agreed standards and globally accepted best practice. I set up new call centres, new divisions of call centres and new contracts with outsourced call centres. In terms of overhauling call centres, I do this through process re-engineering but unlike other consultants, I can both develop and implement the strategies.
I work alone but I also sub-contract to larger consultancies and I also bring in other areas where specialist knowledge is needed. I'm not a technical consultant but I do understand call centre technology from a business perspective and I have developed relationships with specific consultants who can assist in these areas.
If you have an opportunity where you would like your contact centre to be improved, then please contact me on 077400 96598.