Great Outcomes is a contact centre consultancy that manages the process of strategic development of a contact centre for client organisations.
We work with clients who have existing contact centres, to optimise performance and increase contact centre productivity.
We provide specialist skills in client consulting and project management to help our clients achieve superior outcomes in the management of their call centres.
Fonterra Customer Service Centre
Fonterra Ingredients sells commodity dairy ingredients globally, with revenue in excess of $5 billion in 2003/04.
The Fonterra Customer Service Centre, developed in 2004, is the multi-lingual, multi-channel operation where customers interact with Fonterra staff to confirm sales orders for dairy ingredients.
The centre is based in Auckland, New Zealand, supporting sales and shipments to countries on all continents across the globe.
Fonterra engaged Great Outcomes as the Fonterra Project Manager for this development, to manage the interface with contracted consultants, vendors, and subcontractors. The project involved new designs for the customer service model for Ingredient sales for Fonterra.
Fonterra Shareholder Services
The Fonterra Shareholder Services Contact Centre interacts with the c13,000 dairy farmer shareholders of Fonterra in New Zealand.
This centre is critical to the dairy industry
in New Zealand, interacting on diverse operational aspects from on-farm milk collection to financial aspects central to shareholders' businesses. Industry leading workforce management practices are applied in the centre to achieve consistently high service standards and high staff satisfaction.
In 2002, Great Outcomes managed the workforce management implementation for the Shareholder Services Contact Centre.
Telecom Advanced Solutions
Telecom's clients are amongst the most successful, dynamic businesses in New Zealand, and demand high performance from their contact centres.
Telecom Advanced Solutions provides advice and services to clients about contact centre management, and often uses selected practitioners to complete assignments requiring specialist expertise.
Great Outcomes are pleased to be one of the few selected consulting companies that Telecom Advanced Solutions use for client assignments.
Assignments completed for Telecom Advanced Solutions include contact centre reviews, and technology integration implementations.
Ricoh
Ricoh New Zealand Limited is a subsidiary
of Ricoh Company, Limited, Japan, a leading global manufacturer of office automation equipment.
Ricoh provide document solutions that enable businesses to streamline operating costs. Service back-up and support is essential for Ricoh - its customers depend on Ricoh equipment. Ricoh people, processes and technology make the difference for their customers, everyday. The Ricoh contact centre is the hub of the service network, liaising with customers, despatching service technicians and products.
Great Outcomes were commissioned to develop the national contact centre strategy, implementation, and delivery.
The new centre was launched in December 2003, and remains an asset for Ricoh.
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