Australia’s Call Design brings workforce management, optimization services to Phl
Australia-based workforce management optimization company Call Design is eyeing to grow its client base in the Philippines, as it expands its services globally.
In a media briefing, Call Design Pty. Ltd. executive director Sean Mather explained that the company is now providing workforce management and Optimization as a service, instead of providing only business solution products.
This involves full-component services that will improve workforce management performance, optimize service processes in contact center, branch and back-office operations, integrating technology and services using data science.
The company was founded in 1999 to provide workforce management business solutions, technology, and consulting services to their clients in Australia, US and Europe.
Call Design first came to the Philippines in 2008 to support the workforce manage teams of their clients who are mostly blue-chip companies, across the globe.
“It’s been a slow evolution for us because we’ve been more focused on delivering our products to the globe without focusing on that market,” Mather told The STAR.
He added that at present, Call Design is only serving about four or five clients in the Philippines.
“We’ve had some very loyal customers with us throughout our journey. This is a realization that we have a real solution that we can take to the market and really help. And the Philippines is no different. And so we’re very much focusing on that,” Mather said.
Mather said the demand for workforce optimization is rising due to the thriving business climate in different regions, including the Philippines.
“Organizations must provide quality service, efficiency and effectiveness and at the same time ensure revenue generation, cost efficiency and profitability. It’s a demanding balancing act, and the solution is the efficiency and effectiveness that WFO can provide. A large chunk of a company’s success is due to efficient, well-managed staff,” Mather said.
Call Design said workforce optimization ensures that employees are aligned with the goals of the organization.
It added that it works at an enterprise-wide level to put the best tools in place for an unparalleled customer experience.
Call Design Philippines general manager Cecille Tan said the company continues to revolutionize the workplace by providing effective workforce management and optimization services, tools and technology, custom software development, exceptional support, personalized training, and consulting services at a lower cost than when the companies themselves do their own employee management.
“It is the first of its kind in the country. Backed by 20 years of WFM experience and expertise, Call Design’s workforce management and optimization services can help companies acquire an optimum level of performance, increase staff retention, improve technology, save on costs and time, provide a superior customer experience and make them true global players,” Tan said.
“It is often considered as the next logical move to analyze and manage the staff and operational efficiency in order to elevate customer experience,” she added.