Rod Jones

Rod Jones

Title: Independent Consultant

Company: Contact Centre Consulting

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As an independent consultant to the contact centre industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Adviser and Subject Matter Expert in the extremely complex and specialised field of customer service delivery.

Experience, however, is not enough on its own: he cites passion as being a vital element in his success and he brings this passion to his work in assessing and auditing call centres and contact centres and in focusing on the strategic, planning and operational issues that impact upon them. In addition, he is widely recognised for his strategy development facilitation skills when working with senior managers and executives.

Rod’s passion for the industry extends to both in-bound and outbound calling and he thrives on assisting organisations to develop properly resourced contact centres that produce rapid, measurable results for the organisation. His knowledge of the sector enables him to achieve quantifiable results.

Rod’s clientele speaks for itself, with a number of blue-chip South African companies, national and local government agencies and parastatal bodies utilising his services. In addition, he works with numerous international organisations in countries as far afield as Botswana, Kenya, Uganda, Tanzania, Rwanda, Namibia, Ethiopia the UAE/Dubai and New Zealand.

Rod is also recognised as a prolific writer, blogger, industry analyst and an accomplished public speaker – a skill that is most useful considering he is regularly in demand to present keynotes, papers, seminars and workshops, not to mention his corporate executive and management development and mentoring. His skills are highlighted by the fact that his Contact Centre MasterClass seminar has been attended by over 3 500 delegates in eleven different countries.

The positive manner in which he has touched on people’s lives and the impact he has had upon a multitude of businesses around the world was recognised by the international contact centre community in January 2015, when some 4 000 voters awarded him third place overall in the category ‘Best Respected Call Centre Specialist’. This honour formed part of the international CallCentreHelper Awards, administered by the UK’s largest specialist call centre website and resource centre.

In addition to his longstanding commitment to the contact centre industry in general, Jones further demonstrates his passion for the sector having served on the South African Bureau of Standards National Contact Centre Standards Technical Committee (TC99) and as adviser to the SABS SANS990 Standards Review and Development sub-committee and the ISO International Standards Committee. Rod was  the founding chairman of The Independent Customer Contact Centre Association (ICCCA) and former Chairman of the Direct Marketing Association TeleServices Council.

Rod will be presenting the Master Class in Johannesburg and Cape Town 2018.

A practical, hands-on workshop. In teams of four, participants will use the Zailab Conversation Cloud platform to design, configure and deploy a real, fully-functioning omnichannel customer interaction centre that will include:

  • Define the Organisation structure for the contact centre.
  • Define multiple sites and individual agents and groups and work-from-home agents
  • Define and configure Work Types and establish servicing skills requirements, business values and SLA’s
  • Set up appropriately skilled agents to be able to service customers in an omnichannel environment 
  • Define/Design skills and insights-based routing models
  • Define Inbound and Outbound call flows 
  • Design outbound campaign
  • Define agent and team leader skills requirements (per work type / channel type) 
  • Set up IVR flows and messaging services. (Including using text-to-speech functionality) 
  • Configure QA forms
  • Monitor reports

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