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Maia consulting, established in 1999, is one of the UK’s leading contact centre training and consultancy companies and today employs 125 staff. As part of their offering, maia specialise in assessing call quality and measuring customer experience by benchmarking and testing from their controlled contact centre environment based in Wokingham, Berkshire. Their contact centre has almost doubled in capacity in the last year from 60 to 100 seats as demand to drive improvement in contact centres continue to grow.

“We have been very successful and we are seeing particular growth in companies testing their customer experience delivery against their competitors which can only be good news for us and the contact centre industry as a whole”, comments David Payne, Managing Director (pictured).

“We are likely to weather the credit crunch much better than some industry sectors. Contact centres, including outsourced providers will largely be spared budget cuts. Historically, during an economic downturn, money is still spent on these channels as people recognise communicating more effectively with your customers can help companies not only to maintain income but to generate additional revenue opportunities. This year we have taken on clients in retail, automotive, financial services, central government and telecommunications.”

maia consulting is a success story, largely due to it’s uniqueness in providing test and learn in-house contact centre solutions that have been invaluable for many clients from SME’s to large FTSE100 companies and major public sector organisations. The findings are reported back to ensure a client’s decision to set up in-house, outsource or offshore is done so with full knowledge of the achievable returns and with a proven successful business model. .

David Payne continues “We have been very aware of the number of companies who have offshored contact centre activities over the past five years and who then have done a U turn and come back to the UK. We are able to advise clients on the “Right Shore” solution for their business and take it to the next level by setting up and managing that operation for them. It saves them time and prevents them making a significant investment in something that simply won’t deliver effective results.”

maia consulting employ industry experts with vast experience gained from working with industry leaders such as Allianz, Teleperformance and Orange.

Recent appointments include Andy Evans, Head of Training and Consultancy and Inayet Khan who heads up the Right Shore division.

Notes to editor:

• For more information on maia consulting please visit www.maiagroup.co.uk

• Photo of David Payne, Managing Director attached.

• For an interview or more information please contact Tina Stanley, Tina Stanley & Associates PR, Tel: 01491 410250 or Email: tina@tinastanleyassoc.com



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