Jon Hamilton
Partner Consultant
USA
Jon has been one of the most respected thought leaders in the call center field for well over 30 years. He is a Past President of the American Teleservices Association and 1991 recipient of the DMAs prestigious Teleservices Excellence Award (“The Angels”). He has worked with companies of all sizes to help them design, implement and manage call center programs both in-house and through outsourcers in the US and off-shore.
In his career, Jon has been an employee, and entrepreneur and a consultant. He is an engineer by education, but understands the hierarchy of the call center business is People … Process … Technology, in that order. He has run a small a small database business as its CEO and started and ran a large call center business as its COO. Jon understands the nature of business from the level of having run several and knows how to control cost while maximizing profitability. His particular expertise lies in the following areas:
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Call center design and management
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New business development
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BPO Outsourcing (particularly in the insurance business)
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Outsource vendor selection and management
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Program management
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Mentoring the next generation of managers
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Training and development
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Call center technology
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Government and compliance
Randy Warren
Partner Consultant
USA
Randy is a unique senior executive with over 20 years of diversified, in‑depth experience in the direct marketing and contact center industries. He has a proven track record for consistently achieving the desired results set out by clients.
Randy has been a president of several call center companies offering both outbound and customer care services to an international clientele. Randy has also actively been involved in offshoring. He has experience with contact centers in the Caribbean, Guyana, India, Mexico, the Philippines, Pakistan and South Africa. His consultancy expertise extends to working with troubled call centers and to turn them around to profitability. Randy’s core areas of expertise include:
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Cross functional expertise in general management
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Strategic planning
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Business development
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Marketing and operations
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Start-ups & acquisitions
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Financing & international agreements,
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Marketing strategies and global business process integration.
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Business leadership and organizational restructure
Anthony Santana
Partner Consultant
USA
Anthony is a twenty-one year collections and call center operations professional with a global and highly successful track record of turning around under-performing collections call center operations. Anthony has hands-on expertise in all levels of collections and call center operations.
Anthony’s core areas of expertise include:
- Collections call center operations & management
- Dialer strategies
- Retention strategies
- Training strategies
- Performance measurement
- Skip tracing strategies
- Review and audit of collections call center
- Start-up of collections call center
Dean LaGrow
Partner Consultant
USA
Dean is a proven industry leader. He has over 17 plus years experience as a leader and change agent in managing the operations of inbound and outbound call centers from fortune 500 clients. His area of expertise lies in sales, fundraising, advocacy, and customer support. Dean has been consistently recognized for his motivational abilities, building training programs that create a standard use of best practices that led to profitability for his past employers. Dean’s core areas of expertise include:
- Leadership
- Employee motivation & training
- Strategic planning
- Process improvement
- Client relationship strategies
- Project management
Rosanne D’Ausilio, Ph.D.
Partner Consultant
USA
Rosanne D’Ausilio, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management in the contact center/help desk/technical support environment. Over the last nearly 25 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.
Known as 'the practical champion of the human,' she authors best sellers “Wake Up Your Call Center: Humanize Your Interaction Hub,” 4th ed, “Customer Service and the Human Experience,” “Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (includes 32-card deck of cards)—motivational and inspirational readings, How to Kick Your Customer Service Up A Notch: 101 Insider Tips, and hot off the press How to Kick Your Customer Service Up A Notch: ANOTHER 101 Insider Tips. Rosanne is also a Certified Call Center Benchmarking Auditor through Purdue University's Center for Customer Driven Quality. This certification training focuses on the access and use of key performance data to help better understand benchmarking results so as to advise on practical solutions for improvement.
For 10 years prior to starting her own organization, Rosanne had responsibility for marketing, budgeting, promoting and ultimately producing domestic and international computerized trade shows in the US, London, Belgium, and Frankfurt. She inaugurated, created, trained and directed a telemarketing on-site staff and was one of the first 150 people to attain CMP (Certified Meeting Professional) certification in 1987.
Larry Block
Partner Consultant
USA
Larry Block has been generating custom sales scripts for call centres for nearly thirty years, both as an international vice president of multi-national corporations like Xerox Corporation, and Simon & Shuster Publishing, where he also designed, recruited for set up and managed call centres. For more than the last ten years he has been a call centre consultant for clients all over the world.
His expertise has been applied to an almost infinite number of industries including telecommunications, publishing, financial services, debt-collection, IT, real estate, travel, retail, direct response, health, and e-commerce, among many others. The scripts he writes provide call centres with completely customized appointment-setting and qualifying scripts, and/or complete sales calls including order closing, and the ever important handling specific objections, based on the call centres’ very specific client products, services and needs. The methodology applied is need satisfaction selling - uncovering prospects needs and providing benefits. He gathers information from the call centre client via interviews, and then produces scripts that intelligently focus on the core of prospects’ needs. These scripts help call centres increase their clients’ satisfaction by a large percentage, because they close more appointments and sales by making calls that are truly and appropriately more focused.
Included in Larry Block’s script writing service are two script revisions for free and a one-hour training session via telephone with call centre team.
Ken Buckner
Partner Consultant
USA, Latin America
Ken is a veteran call center professional with extensive airline call centre expertise. Ken was involved with the integration of Delta and Northwest Airlines call center systems and all the applications involved in the call routing, performance measurements and quality monitoring of the call centers.
He spent the first 14 years of his career with Delta Air Lines working at virtually all areas of the airport operation. Most of the time was spent in Customer service including time as a supervisor, trainer and special agent in charge of handling customers with special needs.
He spent the last 13 years supporting Delta Air Lines reservations department at their General Offices in Atlanta. The last 10 years were spent as a telecommunications specialist. His job responsibilities included creating and maintaining call routing for Delta’s 9 domestic and 5 international centers as well as 4 outsourced centers. While I assisted with the conversion of all the worldwide call centers, Ken was the project manager and solely recreated the call routing for Delta’s Tokyo and Santiago call centers.
Ken is proficient in technologies such as:
- Avaya
- Aspect
- Nuance
- Witness
- BRIO (Hyperion)
- Symon Vista
One of Ken’s greatest accomplishments was the creation of a new call center in Santiago Chile. He represented his group and was responsible for locating and contracting toll free service throughout Latin America as well as programming all the call routing for that center. That call center now serves 20 countries throughout Latin America plus the USA.
John Comiski
Partner Consultant
USA
John has extensive leadership experience enabling him to effectively lead large, complex organizations toward achieving industry leading results. John has an ability to translate a strategic vision into operational reality helping companies achieve top ratings compared to their competitors.
John is an influential and passionate leader with the ability to successfully deliver transformational initiatives. As a Program Manager Executive, John excels at defining and communicating a strategic vision and in engaging resources across the enterprise to deliver. He has exceptional communication skills and is able to effectively communicate objectives and rally support across all levels of an organization. He knows the business and is well respected for his comprehensive point of view
John’s core areas of expertise include:
- Customer Service
- Strategy
- Marketing Operations
- Establishing a Shared Services model
- Expert Program Manager
- Excellent Public Speaker and Presenter
Vikrant Bhargava
Partner Consultant
India/USA
Vikrant has more than 10 years of experience in opportunity planning for new call centres, business partner evaluation, expectation management, price and term negotiations, capacity planning, RFP design and development, data analytics, strategy planning and development, telesales and call center Operations. Vikrant is MBA educated with a Masters in Business.
Vikrant is credited with conceptualization and implementation of first captive telesales contact centers in India for ICICI Lombard General Insurance and Bharti AXA Life Insurance with more than 1500 workstations.
Vikrant’s main areas of expertise include:
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Opportunity planning for new call centre
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Evaluating outsourcing business vendors
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Expectation management, price and term negotiations, capacity planning
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Develop dry signature business model
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Profit and Loss management
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Developed specialized products for telesales
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Design and develop RFPs
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Strategize SKIP Tracing contact-ability
Divyan Gupta
Partner Consultant
USA
Divyan is an expert in operations and solutions management, having spent the last 10 years in the outsourced customer services industry and delivering world class results for top Fortune 500 clients. He specializes in operations management, turnaround operations and solutions development by integrating people, processes, and technologies, thereby helping clients delight their customers while improving internal productivity and business margins. Divyan has managed clients in the telecom and financial domains and has hands on expertise across all levels of a contact centre operation.
Divyan’s core areas of expertise include:
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Strategy
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Leadership
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Change management
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Financial management including full profit and loss management (P&L)
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Call center start-up operations
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Performance management and measurement systems
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Designing and drafting contractual/ organizational quality management system (ISO)
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Training and development including manager development programs
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Business process re-engineering
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Continuous process improvement including DMAIC projects
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Client relationship management and governance
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Procedure development including standard operating procedures (SOP’s)
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Program management
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Employee engagement strategies to reduce absenteeism, improve productivity and to retain and develop the best talent
Divyan has an MBA degree from the Hult International Business School (formerly the Arthur D. Little School of Management, USA) and a Bachelor’s degree in Political Science from the University of Delhi (India).
Jerry Durant
Partner Consultant
USA
Jerry serves as Chairman Emeritus (founder) for The International Institute for Outsource Management, a trade organization dedicated to the assessment, development, and guidance of outsource service providers in the ITO, BPO, Call Center and KPO domain areas. He has authored the Outsourcing Management Body of Knowledge and implemented the only outsource provider viability assessment model – Global Star Certification (GSC). GSC examinations have been conducted since 1988 in over 70 countries and for over 200 companies. He has also established the first International Outsource Management Research Center in Wuxi, China.
Jerry’s in-depth knowledge includes extensive expertise in global information technology deployment,outsource provider assessment, contract negotiation, arbitration and risk mitigation, service delivery management and governance, and retrosourcing. Jerry holds multiple technical certifications and established the first certification dedicated to the recognition of special nature of managing outsourced projects (Certified Outsource/Offshore Project Manager-COOPM). With over 30 years of Information Technology experience Jerry is a widely regarded for his talents not only in IT but also in business and a consummate innovator in outsourcing. He is widely known and respected in the industry frequently speaking at international technology and outsourcing symposiums.
Jerry is recognized as an innovator and leader in advancing improvements in the outsourcing, information technology and business process sectors. His forward thinking has helped to develop companies around the globe. This key areas of expertise include:
- Outsource provider assessment
- Contract negotiation
- Arbitration & risk mitigation
- Service delivery management
- Agile engineering
- Software reuse
- SAP risk remediation
- Software test technologies
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