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
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
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