Freelance Call Centre Consultant: Find out what Really Matters, do what Really Works!

The keys to CSAT, CEx, FCR and AHT are buried in your current systems and data. Let's dig them out together!

KPIs that won't budge, projects that don't deliver, reports that change nothing - the solutions are already there, if you know where to look.

"Donal got to the bottom of many complex and long-standing performance problems across our contact centres, creating major leaps in understanding and focus, and real improvements in customer satisfaction, productivity and profitability."

Terry Boynes, Divisional Director, Capita.

Donal O'Hehir

I help Contact Centres exploit their current data & systems to uncover the true drivers of Customer Sat/ NPS, Customer Effort/ FCR, and Productivity/ AHT - unleashing their real performance potential.

I have deep knowledge & experience of the major improvement tools & methods - Data Science, AI, Machine Learning, Statistics, Six Sigma, and Design of Experiments.

Tackle the toughest problems

Problem

KPIs are stuck or bouncing around for no clear reason.

Solution

Find out what really drives your KPIs. It's right there in the data, once you know how to interrogate it.

Problem

Improvement projects and system upgrades don't move the needle.

Solution

Focus on what really works i.e. projects that unblock the true drivers of KPI performance.

Problem

Drowning in data, but starving for insight.

Solution

Refocus all reporting and analysis on the critical few drivers of KPI performance.

What people say

"This was the most comprehensive analysis of our network ever undertaken. We simply didn’t have the expertise to analyse all the factors affecting faults, but Donal was able to take all his complex analysis and play it back to us clearly. We achieved 100% of what we set out to do."

Capital Programme Manager, eir.

"Donal was always a pleasure to work with and did an excellent job of truly understanding a business and using the right application of data & insight to find strong solutions."

Tony Farnfield, Partner & Country Leader, Bearing Point

"Over 5 years on our Senior Leadership Team, Donal successfully transformed us into a truly Insight-Led business. He used analytics to challenge our thinking in many ways, and the insight he produced was a game changer for our business."

Terry Boynes, Divisional Director, Capita.

"We sometimes struggle to get people to the table for this type of project, but Donal maintained a high level of engagement and momentum throughout, due to the strength of the relationships he developed, the quality of the work done, and the value delivered."

Head of Risk & Analytics, Yorkshire Water.

Can I help you? Let's find out

Exploratory call

A quick call to find out if we should take this further.

On site visit

An onsite workshop or one-to-one meetings to identify potential focus areas.

Next steps proposal

A clear and simple proposal on opportunities and next steps.

How I work with you

I work directly with you at all times - I don't use junior employees or sub-contractors.
I work closely with you and your SMEs and your stakeholders to ensure I truly understand your needs and objectives before starting.
I share all of my methods and models openly with you.
I invite your people to test and validate everything I do before I present my findings.
I always express my findings and their implications clearly and simply in terms of what really matters to your business.