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Resource International is a business development consulting company, specialising in Digital Channel Strategies. Focussing on measurable increases in productivity, our professional team is able to show organisations how to develop strategies, people and operations to improve customer contact and directly link this to providing better service at lower cost.
Wherever possible, we include a heavy focus on work place learning and knowledge sharing. In consulting situations, this means involving clients in the development process and transferring know-how so they understand why and how as well as what. In training and management seminars, it enables people to learn in their own environment using real life circumstances and data. If appropriate, this also includes one-on-one coaching, to ensure change is implemented and newly learned skills are incorporated into daily routines.
We also have a network of professional associates throughout Australia, Europe and USA; combining to provide a team with the optimum skill mix for each specific project which we undertake.
Clients worldwide include Australian Government Publishing Service, AT&T, Australia Post, BHP, British Telecom, Credit Union Services Corporation of Australia Ltd., Danish Girobank, DHL, Ericsson, General Electric, GIO, Hanimex, Hydro-Electric Commission, IBM, Lego, McCaw Cellular, Metway Bank, NRMA, Optus Communications, Over 50's Friendly Society, Parkroyal Group, Prospero Insurance, Qantas Airways, RACV, Rydges Hotel Group, SAS, Suncorp, Telecom Mobile, Toyota Motor Company ....
Address : You can either Email nk @callcentres.com.au or Call +61 7 3366 7999 or Mail PO Box 598, Ashgrove, Queensland 4060 Australia.
Resource International offers a complete range of Customer-focussed services to its clients, including ....
* Business Development and Customer Contact Strategies
assisting organisations to identify and establish alternative sales channels, specifically to lower cost while improving customer service. Mapping of the Customer Contact Process (CCP) facilitates the development of the strategies and provides the only customer-based integration platform for such sales re-engineering.
* Pre-Sales Support for Vendors to the Call Centre Industry
assisting vendors in understanding the needs of Clients for call centre solutions to improve Sales, Service Delivery and Internet eNabled support and helping build viable Business Models to cost justify investments & ensure a reasonable ROI.( references TDC (TeleDenmark), Dimension Data, Ericsson, Eyretel, Genesys & Avaya (Lucent).
* Management Seminars
providing Managers with an understanding of methods which will increase productivity while greatly improving customer service levels (caring for customers) and developing the skills and potential of people within the organisation.
* Call Centre People Management
especially skilled in the area of developing the call centre's greatest asset, human potential, to maximise productivity.
* Coaching & developing a Coaching Culture
how to get management and staff working together to further Human Development and to ensure training is on going to help overcome personal barriers in communication and relationship building. What is coaching, what to coach, how to develop training drills and get training & help applied in the daily running of a call centre. (based on Professor Herzberg article 'One more time, how do you motivate your people')
* Call Centre Staff Training
basic communication skills, needs identification, probing, relationship building, complaint handling, emotional pacing, objection handling, controlling calls and selling.
* Customer focussed research design and implementation
providing organisations with a true understanding of their customers' expectations and perceived satisfaction levels in light of those expectations.
* Measurement systems design and implementation
assessment of relevant internal and external, group and individual, performance measurement criteria and establishment of appropriate evaluation and reporting methods and timing; based on world class benchmarking models.
* Call Centre Audit
assessment of all aspects of call centre performance with view to refocus the activity from a cost centre to a revenue generation unit.
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