RXP Consulting Team
Our team of experienced consultants cover several different area of call centre capability:
- Operational consultants who undertake healthchecks, manage improvement / transformation projects and support new centre setup;
- Technical consultants who help to introduce new technologies, ranging from VoIP voice/data communications infrastructures through to CTI and speech recognition;
- Coaching and training consultants who ensure that the centre management team can cope with the 'people' challenges that they face and that leading practice approaches are engrained as part of the call centre culture;
- Outsourcing specialists who help clients to determine whether outsourcing is the right strategy for their operation.
Consultant |
Operations |
Technical |
Coaching / Training / People |
Outsourcing |
|---|---|---|---|---|
Mike Boyle |
Business Consultant specialising in Customer Contact solutions and process optimisation |
Experience in the design, development, implementation and support of Customer Contact business technology solutions. |
Outsourcer Selection | |
Fraser Dann |
Experienced Operational call centre manager, able to improve performance and efficiency and determine future strategic direction |
Management Development, Training and Coaching,. Managing change of individuals and teams through coaching and facilitation |
||
Louise Forgan |
Undertakes Customer Experience reviews. | Experienced in all aspects of call centre telephony |
Outsourcing options and review |
|
Simon Gresswell |
Experienced technical consultant in all aspects of call centre technology including VoIP, CTI, Workforce management, Virtual call centres |
|||
Don Haddaway |
Focus on operational reviews |
Experienced in all aspects of call centre telephony, especially Virtual Call Centres |
||
Chris Housman |
Improvements to existing operations, front/back office processes, volumetrics and workforce management |
Broad experience of contact centre technologies, particularly telephony - including BT network services |
||
Alyson Jordan |
Specialist in the delivery of people and performance management activities and transformation programmes in contact centres |
Sound understanding of all aspects of contact centre operations and change management. |
||
Barbara Lawther |
Experienced in Call centre performance management and optimisation |
Run numerous Executive coaching programmes that drive people based performance improvements |
||
Graham Lay |
Experienced Management consultant able to improve performance and efficiency and determine future strategic direction |
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Steve Rothwell |
Experienced in Call centre performance management and optimisation |
Management development and coaching |
Call centre outsourcing – including SLAs, supplier and relationship management |
|
Mark Sayers |
Expertise in all aspects of Voice/Data Communications strategy, procurement and implementation |
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Alan Simpson |
Interim call centre operations management with a focus on Financial Services | Experienced team manager and coach around sales & service | ||
Adam Smith |
Interim call centre management with a focus on sustained performance improvement through people |
Performance Improvement of individuals and teams through coaching and facilitation |
||
Graham Walton |
Experienced call centre manager |
Implemented integrated CRM solutions to support a customer care and access channel strategy |
Managed a change programme that helps redesign the way services are delivered and the access channels used. |
|
Mark Whitehead |
Experienced operational manager with a focus on the Sports market | Experienced in all aspects of call centre systems and CRM | Outsourcing options and review | |
Dominic Winter |
Operational Manager and healthcheck consultant |
Experienced trainer |
Outsourcing options and review |
What traits do our consultants have?
In addition to the many years of call centre experience, as a group, our consultants exhibit a range of attudes, traits and behaviours that we all have in common:
- Decisive and Inquisitive - able to 'see the wood from trees'
- Focussed, analytical and detailed - so that 'no stone is left unturned'
- Pragmatic, people focussed and helpful - so that you get real advice that you can implement and use straight away
- Professional and committed - with true subject matter expertise and knowledge to share
- Dedicated, reliable and with integrity - we always deliver what we promise
Contact Us now to find out how the RXP team can help you




