See What Our Customers
Have To Say...
Case Study
Homecare Medical:
Alvaria Workforce Management
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What Our
Customers Have To Say
Shane from RACV
1. What was your experience working with Call Design, and what did you like most about it?
When the stakes are high, and the pressure on, Call Design has always been cool, calm and collected. You get the reassuring sense that they know their business and that they make you their business. And, most importantly, if they don't have an immediate answer for your problem you can rely on an answer coming soon.
2. How has Call Design helped you?
We went basic yet had the full support of Call Design from design and set up through to implementation. They helped us keep on track with regular project meetings, fixed any problems and even tackled some of the larger cultural hurdles within our center. Our implementation was smooth, easy and well adopted.
3. What advice would you give to other prospective customers?
Ongoing support from Call Design's support teams is fantastic; they're always cheerful and willing to tackle any problem. Turnaround time is very quick and they close the loop in every single case. I can't praise them highly enough.
With Call Design you'll find that no problem is too small and you can expect a professional and knowledgeable interaction every time.
Louise
1. What was your experience working with Call Design, and what did you like most about it?
Working with Call Design has truly been a “breath of fresh air”. The response time is second to none and are they are courteous, knowledgeable and answer questions thoroughly the first time so no unnecessary back and forth.
We are long term Aspect users, but certainly don't know everything and when we can't figure something out, it's great to know the expertise is available to us.
2. How has Call Design helped you?
They have helped us discover things we didn’t know existed such as auto bid creation, this one action has saved a lot of time when creating shift bids. They always very patiently help me with security and profile settings, this is an area that can cause a great deal of frustration but with their patience and knowledge the process is less frustrating for me.
Call Design managed our latest Aspect upgrade. The Call Design team excelled in both technical and operational knowledge. Our IT team was very impressed with the caliber of the Call Design team and the way this IT project was effectively managed.
3. What advice would you give to other prospective customers?
With the support of Call Design, we are finally beginning to leverage our WFM system.
The Call Design team helps us take our WFM practices to the next level. This was missing with our previous support experience.
Really happy overall, and looking forward to a great working relationship with the team at Call Design!
4. Any other comments?
The transition from Aspect to Call Design support was easy and effortless. We were worried that this might affect our long term relationship with the Aspect team and that certainly was not the case. We continue to have a great relationship with our Aspect Account Exectuive and other members of the Aspect team we have worked with for years.
Peter from Southern California Edison
1. What was your experience working with Call Design, and what did you like most about it?
We worked with Aspect directly for the sales process, and Call Design was the Aspect partner for the implementation. I have nothing but great praise for the professionalism, customer focus, and flexibility on behalf of Call Design, it was a delightful experience. Call Design helped us through all the facets of the implementation from software download and hardware configuration to understanding our requirements, and helping us configure the system within these parameters.
They were able to troubleshoot every issue, and really get us ready for the implementation and rollout. In addition, they provided outstanding post implementation support, I couldn't be more complimentary of Burke White and Lora Previtera of Call Design.
2. How has Call Design helped you?
Aspect has tremendous standardized configuration capability to hone in the application for our needs. We were able to get all the features we needed using standard capability, without any contortions or work-arounds.
Call Design did a great job listening to, and understanding our needs, and determining which of the standard configuration items would best fit what we wanted to do. In one case, they showed us some capabilities that led to us adopting their way of measuring productivity instead of continuing with our previous mechanism. This was great customer service.
Joshua From Allianz
1. What was your experience working with Call Design, and what did you like most about it?
Call Design has always been available and proactive with any request, no matter how big or small. What I like most is how they personalise their service; you feel confident they understand your business, and they’re genuinely invested in your success, through determining how they can contribute to your overall performance.
2. How has Call Design helped you?
We underwent a huge review of our Workforce Planning Team (WFP) and change process last year; investing in the WFP team firstly with WFP fundamentals and the eWFM system for all roles (Real Time, Scheduling and Forecasting) as well as a complete re-build of our eWFM configuration. I can’t speak highly enough of the professionalism, patience and expert advice that were provided in rolling out training, and the guidance from rebuilding our whole eWFM set up from ground up.
The whole process has played an integral role in the team’s success post-implementation, and the overall increased performance for the business. In 2018, we achieved outstanding staff engagement results, as evidenced through a strong WFP trend, which demonstrated how much of a positive influence the WFP team have on the frontline staff.
3. What advice would you give to other prospective customers?
Don’t be adverse to change or starting fresh. If you have gone 5 years+ with different projects, personnel and band-aid fixes to eWFM configuration, a rebuild and team refresher is perfect to re-invigorate your team along with giving them ownership around the team’s strategy moving forward.
Sean from Southern Cross Health Society
1. What was your experience working with Call Design, and what did you like most about it?
Working with Call Design to implement Aspect has been brilliant. They have been great with pro-active communication as we have progressed, and are always willing to put boots on the ground to help us get set up. This implementation has been part of a much wider tech project, and we have experienced several delays. Call Design has always been accommodating and flexible throughout the process, even as our target dates shifted multiple times. They have worked willingly with our telephony partners to ensure integration was painless.
2. How has Call Design helped you?
They have been right across the implementation, from integration to our telephony system, configuration, and training our workforce team on best-practice with Aspect. We have been impressed by their approach to each area, and the support they have provided.
3. What advice would you give to other prospective customers?
As always, integration to your other systems is key. Start that process early, and let Call Design work directly with your other partners. It will make your life easier, and ensure the best results.
4. Any other comments?
Really happy overall, and looking forward to a great working relationship with the team at Call Design!
Austin at Omnicell
1. What was your experience working with Call Design, and what did you like most about it?
When looking for a software vendor - it's more about the partnership than software for us. Call Design's amazing staff were there to help all along the way as we built our WFM processes. Their kind and knowledgeable staff prove their desire to serve the customer with every interaction they have!
I trust Call Design not only because of the sell amazing software, but because they have great values, vast knowledge and the best people in the world working for them. I cannot recommend Call Design enough.
Working with Call Design is like buying a new car and getting a mechanic that will help fix anything that is wrong, show you the bells and whistles you didn't know you had and help maintain your vehicle to last through all your changing needs of having that car. Mechanics (and consultants) like that are invaluable.
Rich with NRTC Managed Services
1. What is it like working with Call Design?
Overall, good. The team is very responsive and collaborative.
2. How has your WFM/contact center/business improved since working with Call Design?
We gained efficiencies and simplified our PTO request process. The automation of PTO requests, attendance tracking & adherence corrections has been a major improvement. We don't have to manually review every single PTO request since we can set rules to automatically approve when we have enough coverage. What used to be a very manual process of figuring out who didn't show up and when they were missing is now already done for us.
3. What do you look for when selecting software for your business?
Functionality and value. Needs to address our needs and help us run our business and/or solve a problem. The cost needs to be reasonable so that we ultimately feel like what we are paying for is of great value. Which in this case, it is.
4. What’s more important, and why, a platform or a partnership?
The platform. We appreciate the relationship and partnership but ultimately, we need the systems and the tools to help us manage our business and ideally don’t want to have to worry about it.
5. Why should someone work with Call Design?
Great mix of solid platform at a great value that comes along with a collaborative team to support you.
Mary
1. What is it like working with Call Design?
Working with Call Design is like working with your friends. They make you feel comfortable and at ease with any questions or concerns you have. They are knowledgeable about their products and have a very user friendly approach to passing that knowledge along.
2. What do you look for when selecting software for your business?
Software that has all of the bells and whistles I need for my business but also a partner that I can rely on to help with set up, training, and continued support once the platform is in use.
3. What’s more important, and why, a platform or a partnership?
A partnership. Top of the line software is of no benefit if you don't know how to set it up properly or use it. A successful platform needs a partner to educate you effectively on how to best utilize it.
4. Why do you trust Call Design?
Call Design has your best interest in mind and will work to get you exactly what you need to be successful and get the most ROI out of your software.
5. Why should someone work with Call Design?
Not only will you gain a platform, but a platform that is truly going to work for your business. CD will match you with what fits based on your needs, implement the software, train you on it, and offer continued support.
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