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Consultant: CT00115

This consultant is an experienced consultant specialising in Call Centres and Service Design. He has over 30 years experience working on client facing projects, including international projects and across both public and private sectors.

For the last 15 years he has worked in customer facing operations including lead Business Analysis roles building significant new Call Centre based services (Consumer Direct and NHS24). Phil also has significant experience of outsource operations and of benchmarking, assessing and measuring various aspects of Call Centre performance in order to resolve specific problems or reduce cost. Prior to this, Phil was an IT project manager where he gained extensive experience and understanding of software development and Call Centre technologies. (ACD, Automated diallers, IVR, call recording etc).

Phil has a pragmatic, hands-on approach, is customer focused and is used to working with client staff at all levels to understand issues and procedures and to recommend and deliver different ways of working. His mix of IT and consulting skills often results in him playing key roles bridging the gap between business, operational and IT staff.

Key strengths include: 

• Knowledge gained from a broad IT project management and implementation background
• Strong background in telephony technology, customer service operations and process/service design
• Ability to design pragmatic business solutions for complex environments
• Ability to focus on, understand and articulate consistent business requirements
• CRM and contact centre expertise
• Experience of trouble shooting and improving existing operations and ITT preparation and supplier/outsourcer selection

Company worked for... Department of Trade and Industry Major Mobile Operator Utility Company National Health Service E-Business Major UK Retailer Support Services Company Major Retailer Multinational Bank Consumer Direct Local Authority Major Transport Company		Recent assignments... Training Design and Delivery Supply Chain Management Service Delivery Quality Review Procurement Process Re-engineering Process Improvements Performance Management Outsourcing Internal Services Outsourcing Operational Performance Improvement Operational Cost Reduction Operational Business Architecture IT Development and Implementation Interoperability Infrastructure Outsourcing Human Resources Management Data Warehousing Data Collection Database Migration Customer Service and Support Customer Research Customer Relationship Management Customer Loyalty Customer Insight Customer and Retail System Project Cost Reduction Contact Centre Technology Contact Centre Optimisation Communications Business Start Up Business Process Outsourcing Business Performance Management Business Modelling Business Intelligence Business Continuity Business Architecture Benchmarking Banking Systems Application Outsourcing Application Development and Integration
Qualifications and skills... Acting as a change agent Context Diagramming SQL Visual Basic Acting as a change agent Requirements management		Knowledge Library Currently not published.