Why?

Why is it that the computer systems are such a pain to use? Why is that they're delivered late? And why is that the business ends up moulding itself around the technology and not the other way around?

It's because the programmers didn't know the business case. It's because the project management methodology wasn't right. It's because the management wanted that system to fix things it could never fix.

That's great, but why would I want to bring in an external organisation to deal with day-to-day things?

Good question. Think of it as renting staff. We're scalable. We're there for as long or as short as you like, and you only pay for the work that we do. You don't pay for holidays, training or anything like that. By the time you add up the true cost of an internal employee you'll see that there's not much difference.

Most importantly of all, we're not constrained by internal politics & hierarchies.

Successful organisations are now moving to this way of purchasing both technology and staff - because they recognise that it's a great way to have high-quality skills and have the ability to be dynamic and respond to change.

Who is Darryl Beckford?

Consulting Director Darryl Beckford has worked in the customer contact arena for 10 years and fully understands how customer communication works at multiple touch points. Importantly, he understands both the business concepts and the technical constraints.

Originally a software developer, he's worked as both an ICT Manager & Project Manager in call centre's in the UK.

Darryl was until recently a member of the DMA's Contact Centre Council.

He currently writes regularly for the industry magazine; Call Centre Focus, and contributes to an industry commentary site www.callcentregurus.com.

Most recently, he has been heavily involved in the campaign to secure a future for outbound calling the UK.