Practitioner‑led solutions for contact centres
Everyone in our team has run a contact centre, migrated one, or built the analytics that measure one. The expertise comes from people who have lived with the results.
- Providing contact centre solutions
- 20+ years
- Clients we've worked with
- ANZ
- NAB
Westpac
BNZ
Kiwibank
TSB
St.George
OCBC Bank- Lloyds Banking Group
- Bank of Scotland
Latitude Financial Services
Illawarra Credit Union
Xero- HESTA
Cbus
IAG
Tower- Southern Cross Care
AccessEAP
Telstra- Spark
Vodafone
Sensis
Mercury
Genesis
Meridian
Queensland Urban Utilities
Services Australia
ATO- Queensland Government
- Inland Revenue
- Ministry of Social Development
New Zealand Immigration- NZ Transport Agency
WorkSafe New Zealand
Maritime New Zealand
MAF
Auckland Council- Tauranga City
- Air New Zealand
New Zealand Post
Fisher & Paykel
The Warehouse Group- Steel & Tube
Voyages- Pacific Radiology
Automobile Association of NZ
- Technology selected around your business
- Proven technology
Practical solutions for complex contact centre challenges.
You bring us the question. Our analytics answer it: we work through your own data until it shows where the problem starts, and what will fix it.
Customer demand
Remove the waste
Long queues get blamed on staffing. Often the real problem is volume that should never have arrived: avoidable contacts, a failure earlier in the journey, or self-service that quietly hands people back to the phone.
People
Optimise the workflow
A dip in quality gets read as a training problem. Usually it is the operating model underneath it: learning pathways, span of control, and more complexity than one agent can reasonably hold.
Process
Find the real bottleneck
Teams work on the queue that looks worst. The constraint is often a step before it — a handoff, an approval, or a case sitting in a back office nobody is measuring.
Technology
Enablement, last
The platform gets blamed for a decision made long before it was chosen. We work through the first three before specifying anything, then support the build, the testing and go‑live.
Grouped by the decision you are making.
Assess
- Contact centre health checks
- Demand and IVR analysis
- Workforce modelling and forecasting
- Current-state process definition
Decide
- Platform evaluation and selection
- Vendor proposal analysis
- BPO evaluation and management
- Commercial negotiation support
Deliver
- Future-state requirements
- Speech IVR design and intent mapping
- UAT and automated testing
- Practitioners on site through go‑live
Performance turnarounds
- Stabilising operations under pressure
- Recovering programmes after go‑live
- Performance and coaching analytics
- Measured improvement against the baseline
Yes, we provide analysts. Our analysts, testers and delivery practitioners work as part of every engagement, led by our directors. We are independent, with no reseller agreements and no bias toward any vendor.
Where are you right now?
Most people who call us know something needs to change, but not yet what, or where to start. That is exactly the right time to talk. Pick the situation that sounds most like yours.
The numbers are moving and nobody can say why.
Nothing has fallen over. But attrition is creeping up, or handle time grows a little each month, or customers keep repeating themselves across channels, and nothing yet points to a cause.
- Attrition climbing without an obvious cause
- Handle time drifting month on month
- Customers repeating themselves across channels
A health check across demand, people, process and technology. You get a plain account of what we found, including the things nobody asked us to look for.
It starts with a conversation, not a scoping document.
We start where you are. We make sure it delivers.
Wherever you start, the order is the same: demand, people and process before technology. Our practitioners step in at the stages where experience matters most, not as a full-time team for the life of the project, and we measure the result so you can see the benefit was delivered.
Understand
Demand by intent, workforce data, and the process as it actually runs.
Decide
What to change, what to buy, what to keep. No reseller agreements.
Design
Requirements a vendor can build to, and the operating model to run it.
Deliver
Automated testing, UAT, and practitioners on the floor at go‑live.
Prove
The benefit measured against the baseline you started from.
Who we've worked with.
Selected clients over twenty years, across Australia, New Zealand and beyond.
Banking and finance
- ANZ
- NAB
- Westpac
- BNZ
- Kiwibank
- TSB
- St.George
- OCBC Bank
- Lloyds Banking Group
- Bank of Scotland
- Latitude Financial Services
- Illawarra Credit Union
- Xero
Insurance and super
- HESTA
- Cbus
- IAG
- Tower
- Southern Cross Care
- AccessEAP
Telco and utilities
- Telstra
- Spark
- Vodafone
- Sensis
- Mercury
- Genesis
- Meridian
- Queensland Urban Utilities
Government
- Services Australia
- ATO
- Queensland Government
- Inland Revenue
- Ministry of Social Development
- New Zealand Immigration
- NZ Transport Agency
- WorkSafe New Zealand
- Maritime New Zealand
- MAF
- Auckland Council
- Tauranga City
Transport, retail and more
- Air New Zealand
- New Zealand Post
- Fisher & Paykel
- The Warehouse Group
- Steel & Tube
- Voyages
- Pacific Radiology
- Automobile Association of NZ
Start with a conversation.
Get it right from the start. Choose technology and solutions that work today and scale with your contact centre tomorrow.
LightCurvea Flare Design productComing soon
Compare like with like. Know what worked.
Most tools tell you a number moved. LightCurve tells you whether your change is what moved it: the people affected, measured against a matched group who carried on as before. It works with the systems you already have, and changes nothing about how you handle your data.
