Profile

Contactcentres.com

Contactcentres.com is a company that has been set up by experienced operational call/ contact centre professionals, who have significant backgrounds in the development of customer management strategies and the hands-on delivery of tactical solutions. Over the last 10 years they have completed successful reviews and interim assignments for major blue-chip organisations and they are regarded as experts in the industry.

Ian Munro, the Managing Director, is described by Aspect Communications as "one of the UK's foremost independent operational practitioners on contact centres and customer strategies".

Contactcentres.com, as independent contact centre specialists, work solely on behalf of the client and are not linked to, subsidiary of, or part owned by any supplier or organisation associated with the contact centre industry. As such, our sole focus is on giving expert advice, delivering the best and most cost effective solution on behalf of the client and ensuring that the client needs are consistently met, instead of the normal situation where they may be sold technologies and solutions which are inappropriate to their requirements.

Ian Munro

A dynamic, highly energetic and hands-on senior Contact Centre Strategy, Operations, Implementation & Transformation Professional with significant Financial Services and other regulated sector experience, he has a passion for delivering quality and customer excellence, having an outstanding record of achievement in all sectors and is an innovative, inspirational and exceptionally enthusiastic leader and team manager. Skilled in the development of contact centre strategy and infrastructure leading to “state of the art” multi-channel operations, customer management strategies and target operating models and quickly turning them into high performing environments, his history includes developing, implementing and running contact centre operations for single to large multi-site business operations whether in-house, outsourced or both, from 20 to over 20,000 staff.

With a history of reviewing existing contact centre strategy and operations, with expert knowledge in customer centric and performance improvement initiatives, including complete process re-engineering, new systems, products, regulation, direct marketing, data profiling and segmentation, data migration, distribution, operational risk and compliance, he has developed bespoke B2C and B2B contact centre solutions for UK and International organisations and built and changed operations to consistently and successfully compete and deliver exceptional sales, service and retention in highly competitive, demanding and challenging sectors.

Used to working at all levels up to and including Board level, taking ownership for major operations delivery and engaging with and influencing senior internal and external stakeholders, he benefits from having held senior transformation & operations management positions with full P&L responsibility. With over twenty six years experience in setting up, developing, re-engineering, running and improving all types of customer contact operations – many on a global basis and handling £multi-billion annual transactions. He has set up over ten new contact centre operations and is used to taking the ownership, accountability and responsibility for leading operations to deliver to demanding targets, timescales and budgets.

With both private and public sector experience, he is used to managing external clients and third party suppliers and has detailed knowledge of working in highly compliant and regulated businesses, with significant experience in FSA regulated companies. He has been the lead owner for major change and improvement programmes and new start-up operations, including the set up of a “leading edge” centralised contact centre operation for JLT UK Insurance Broking, the set up of Group Specialist new product Mortgage Lending for HBOS, a £345m utilities migration outsourcing contract for Vertex and the total new contact centre strategy and delivery for Hutchinson 3G. He is experienced in taking over major consultancy proposals from companies such as Ernst & Young, Boston Consulting Group and Capita and holds “expert witness” status in Contact Centres.

In addition, he has developed, delivered and managed inshore and offshore shared service centre and outsourcing operations, has working knowledge of all relevant Prince 2, LEAN & Six Sigma methodologies, FSA/DPA/TCF/PCI-DSS, process re-engineering, data migration, workflow processes, telephony technology, including integrated multi-media IP front and back office contact centre solutions, workforce optimisation, KPI’s, hosted web solutions, CRM, BPM, desktop solutions, general IT and e-commerce. He also has extensive knowledge in the development and management of SLA’s, ITT’s, RFI’s and compliant vendor scoring and selection.

Ian Munro has been an independent Judge for :

• The European Call Centre of the Year Awards 2009 (Best Small Call Centre)
• The European Call Centre of the Year Awards 2010 (Best Use of Technology)
• The European Call Centre & Customer Service of the Year Awards 2011 (Best Online Customer Service)

From 2005 to 2009, he was an Independent Regional Judge for The Business of the Year Awards for various categories including Best Customer Service & Innovation.