Rod Jones

Strategic & Operational Consulting • Contact Centre Assessments and Auditing • Business Intelligence • Management Training & Mentoring • Specialised Events • Industry Analyst

With almost 40 years of hard-won, practical experience setting up, operating and optimising call centres, contact centres and customer service centres, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst and Strategic Advisor; a subject matter expert in this complex, specialised field of customer service delivery. As an independent consultant, Rod, provides an extensive range of professional services concentrating on the strategic issues of Call centres, Customer Management and BPS&O (Business Process Services and Outsourcing). He is also widely recognised for his call centre and contact centre assessment and auditing experience and specialised methodologies.

Whether it's in-bound or outbound calling, Rod Jones has a passion for assisting organisations to develop properly resourced contact centres that produce rapid, measurable results for the organisation while addressing six key strategic objectives:

• Cap or Reduce Operational Costs – Reduce the cost of providing high quality customer service
• Increase Efficiencies
• Increase Revenues – Increases sales revenues through up-sell and cross-sell methods and Debtor Management and Debt Collection
• Reduced or Mitigated Business Risks - Including Brand Reputation, Fraud and Competitive Onslaught
• Increased Customer Satisfaction – Reduced 'churn' and Customer Defection and measurable increases in customer loyalty and propensity to increase spend.
• Increased Staff Engagement, Staff Satisfaction and Longer Tenure

Rod's clients include several blue-chip South African companies, national and local government agencies and parastatal bodies as well as to organisations in Botswana, Kenya, Uganda, Tanzania, Rwanda, Namibia, Ethiopia and more recently, New Zealand and U.A.E