People. Pride. Performance.

Our leadership team at Synergy have over 215 years of combined contact centre experience.

CEO OF SA OPERATION

DEREK WARNER


CHIEF OPERATING OFFICER SA

ANDY MCKINLAY


CEO OF UK OPERATION

LIONEL THAIN


COMMERCIAL DIRECTOR

IVAN SOUTHALL


DIRECTOR OF BUSINESS DEVELOPMENT

TOBY SELVES


CHIEF OPERATIONS OFFICE

STEVE CRIPWELL


UK BASED CLIENT SERVICES DIRECTOR

LARA HARKINS


Focusing on culture –
for a more human
digital experience

We’re culture and customer obsessed to deliver service excellence. Our motivated team of operators are constantly learning and developing to improve their skill set and customer knowledge in a work environment that’s relaxed, fun and stimulating.

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Our operational focus.

Quality and Compliance

We have an experienced team of quality and compliance analysts engaged in continuous assessment and improvement of our call quality.
Clients have access to real time quality and compliance stats and call recordings as well as the ability to listen to live calls.

Risk-based scoring and feedback mechanisms mean team members that require the most support are prioritised. Feedback and calibration sessions are centered around these findings.

100% of calls are recorded and stored for a minimum of 24 months or as required.
We use customer satisfaction survey scores to measure customer experience and enable effective benchmarking.

KPIs and Reporting

We map out what outstanding results mean for you, then agree specific KPIs. We employ an efficient, creative and flexible planning team to report on performance.

We provide daily sales and service dashboards and our reporting is tailored to your needs in both format and frequency.

Our management information reporting provides valuable insight into your business, as well as creating a clear roadmap for product improvements, customer experience enhancement and an innovative approach to problem-solving; a truly versatile solutions tool to enhance your business.

Our Planning Process

We leverage our extensive experience managing outsourcing transitions, and will walk you through a bespoke transitional plan. We can work collaboratively or own this process depending on your resources.

Operational engagement includes:

  • Identify demand drivers, marketing activity, sales campaigns, product launches etc.
  • Capacity and budgetary planning – recruitment activity
  • Generate contact forecasts and required resource – recruitment triggers
  • Optimising schedules – workforce planning
  • Analysis and recommendations to improve performance