To survive in this dynamic Contact Centre/BPO Industry, energy is the “must have” ingredient. Roz tackles every aspect of her business life with enthusiasm and energy.
The time spent in the Contact Centre space has been used to build teams that understand and contribute to the organization’s strategy. A firm believer in the Contact Centre being a vital component in the strategic planning process she challenges organizations to make this a reality.
Her experience gained from owning her own BPO Company where she was responsible for the strategic direction, sustainability, people management and acquisition of new business ideally places her to understand all aspects of this complex industry.
She then moved on to transforming a cost burdened Contact Centre business within a listed company into a highly profitable division. This diversification strategy has contributed to the company moving into the profitable high growth category.
As an industry contributor Roz has previously served as a Director of the Direct Marketing Association, attended many International conferences globally and accompanied various Department of Trade and Industry delegations to exhibitions in the United Kingdom and Europe. She is a member of the Independent Call Centre Consultants Association. (ICCA) as well as a member of the CCMG.
Roz identifies and designs business transformation initiatives within the contact centre arena.
Her experience enables her see the Client’s business from the customer’s point of view. Often this is at variance with the processes and procedures within the business. She is sensitive to the team dynamics necessary within the business to ensure success and to achieve business objectives
Her passion is to help create a strategy that can be understood and makes real sense to each and every person in the business.
Roz is at her best when she works with a team of energetic young people and her skill is to build a team that understands the purpose of what they are doing with the freedom to be innovative in order to deliver beyond customer expectations.
Academically she obtained an M.B.A. from Henley Business School in the United Kingdom. The subject of her dissertation for this purpose was to look at the Contact Centre climate and compare it to be rest of the organization. The study indicated the Contact Centre demonstrated a high level of awareness of the long-term strategy. It also outstripped the rest of the organization in demonstrating a focus on the customer.
Some time ago she began to advocate the strategic role of the Contact Centre in the business model. The business market and the Contact Centre industry itself now accepts that we have moved on from the “nice to have” to being an essential part of business.
Roz is now consulting under her own brand, Roz Broome Consulting (Pty) Limited.
Mobile 082 602 1363
Landline 011 467 1328