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Who we are:
callcentres.net Pty Ltd is a research, consulting, analyst and online publishing company dedicated to the Australian and Asia Pacific contact centre and outsourcing industries. Established in 1999 and based in Sydney with a regional office in Singapore, callcentres.net has 30+ employees and is recognised as the leading provider of consulting, research and information to the contact centre industry.
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Dr Catriona Wallace and James Organ who have a combined 30 years of high-level research experience take the lead for callcentres.net.
Dr Catriona Wallace is the Managing Director of callcentres.net Pty Ltd and ACA Research. Dr Wallace is regarded internationally as an expert in Customer Engagement and Employee Engagement and advises many organisations on service and employee strategies, with particular emphasis on contact centre service channels. Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School and is the author of The Complete Guide to Call & Contact Centre Management. In 2008 Dr Wallace was recognised as one of the top business women in NSW through the Telstra Business Women’s Awards.
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James Organ is owner and Managing Director of ACA Research and callcentres.net Pty Ltd. James has 15 years of research experience with extensive knowledge of research methodologies and particular expertise in the I.T., Contact Centre, and Automotive industries. James is especially proficient at handling difficult or complicated research briefs and presenting results in a clear and accessible way.
Please contact Catriona or James to discuss your research needs:
cwallace@callcentres.net & jorgan@callcentres.net. |
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What we do:
1. Service Strategy Consulting
callcentres.net has a dedicated Service Strategy Consulting and Advisory division. Our point of differentiation is that we employ a Research-based Consulting approach to develop a Service Strategy, using data from, 1) the client organisation, 2) the client’s customer, 3) employee feedback, 4) competitive organisations and the 5) wider industry to inform strategy.
The development of a Service Strategy involves developing a Service Charter that directly supports the organisation’s Strategic Plan. The Service Strategy will incorporate all customer service channels including:
- face to face: branches, stores and offices
- contact centre voice channels: customer service representatives, Speech Recognition and IVR
- online channels: web chat, internet, ATMs
- all other service channels
The Service Strategy programme will include establishing:
- a diagnostic review of service and contact centre operations
- strategic goals for service delivery
- service leadership and culture
- customer needs, requirements and segmentation
- service channel options
- service policies, practices and processes
- technology enablement
- human resource policies and practices
- service measurement and continuous improvement
- service reporting framework
- business continuity for service
- implementation plan
callcentres.net has 15 years experience in researching the Customer Experience and advising both private and public sector organisations on Service Strategy. There is no other organisation in Australia and Asia-Pacific that has the level of experience in Service Strategy where the contact centre is an integral part of service delivery.
Our Clients
Recent clients who have engaged callcentres.net to conduct service reviews and advise on service delivery include: Sensis, Australian Super, Suncorp, Customs Department, NAB, Optus, Vodafone, ChildFund, Avis, Mercedes, Bridgestone, the Victorian Government, The City of Greater Bendigo.
Leading the Service Strategy Consulting Team
Dr Catriona Wallace leads the consulting division and is recognised internationally as one of the leading authorities in service strategy particularly with regard to multi-channel customer service operations.
Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School and is the author of The Complete Guide to Call & Contact Centre Management. In 2008 Dr Wallace was recognised as one of Australia’s top business women through the Telstra Business Women’s Awards.
Download our credentials document here.
2. Industry Research
callcentres.net is the leader in contact centre industry and customised research throughout the Australian and Asia Pacific region having produced over 100 contact centre industry reports since 1996.
Market sizing and growth studies
Contact centre benchmarking
Contact centre indexes
Customer satisfaction research
Outsourcing Industry Research
Location and investment attraction studies
Employee satisfaction studies and benchmarks
Human Resources Research
Salary Surveys
Turnover and Recruitment indexes
Download our credentials document here.
3. Customised Research
We firmly believe in tailoring research to suit our clients’ needs and therefore relish the challenge of undertaking difficult niche research projects.
Download our credentials document here.
4. Customer Engagement Research
callcentres.net specialises in conducting small or large scale customer engagement research with our model CustomerEngage, view model here. This model was developed out of the academic literature and over 10 years in researching the customers’ experience with contact centres, branches and other service channels. CustomerEngage clients include NAB, Suncorp, Vodafone, Optus, Bridgestone and many more.
Download our credentials document here.
5. Customer Story Telling Methodology
callcentres.net has developed a Customer Story Telling research methodology which has been developed from the anthropological and ethnographic fields. Customer Story Telling is a process whereby interviews are conducted with customers, and customer stories extracted, analysed and narratives written. This methodology provides deep insight into the customer experience.
Download our credentials document here.
6. The 'contact news' newsletters
Our tailored newsletters: contact news Australia & New Zealand and contact news Asia deliver relevant news and information to the Australian and Asia Pacific region – subscribe here.
7. Advertising
Both the callcentres.net website and contact news Australia & New Zealand and contact news Asia newsletters have proven to be very effective advertising and marketing vehicles for suppliers and vendors to the contact centre industry. Our large subscriber base allows contact centre vendors and suppliers to reach their target market directly, quickly and effectively though our Email Broacast service. Download our rate card here.
8. The callcentres.net website
The website is a central hub for the contact centre community and acts as a portal to a comprehensive range of information related to the Australian and Asia Pacific contact centre industries and receives over 60,000 unique visits each month.
News and information archive
Blogs
Press releases
Events directory
Supplier directory
White papers
Case studies
Bookstore | 
