After a highly successful career with international and Australian insurance companies, health industry organisations, publishing and liquor suppliers designing Contact Centres, Gail decided to form her own consulting company in 1994 to assist companies wishing to create or improve their Contact Centres.

Gail has designed, managed and reviewed inbound and outbound Centres in both sales and service environments, including all operational and fulfilment functions. The Centres have ranged from small service areas and help desk situations, to large high volume sales and service sites.

Gail is able to assist clients on a broad range of issues that include Contact Centre design and implementation, evaluation of ACD and Customer Management software, human resources and training, benchmarking and best practices, in a 'user friendly' and practical way.

Gail was recognised in 1994 by an international Price Waterhouse assessment of companies as having designed 'a world's best leading edge customer service centre,....concepts that many organisations are still aspiring to. You actively sustain a high energy, fun, creative, customer focused centre. You use techniques found only in a few organisations, such as Motorola and Apple."

Garry has spent some 18 years in the area of Customer Service across a variety of industry verticals, and has a wealth of experience, both in a frontline and managerial capacity.

Garry has been closely involved in the design and development of "greenfield" Contact Centre sites in the financial and consumer goods sectors and has assisted clients obtain real and lasting improvements in their Centre’s performance via the detailed analysis of existing Centres across a variety of business sectors.

Garry’s strong Customer Service background and considerable analytical and administrative skills can provide clients with invaluable assistance in the areas of performance measurement and gap analysis, process management and the development of business reengineering techniques and new service functions.

Garry is also able to assist clients in areas including Centre review, statistical analysis of key performance indicators, the development of inhouse training manuals, and the benchmarking of and Customer Service/Sales Centres via "Perfect Call" surveys.  

Interested? Why not contact us.

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