Many leaders struggle to streamline operations, improve productivity, and maintain high customer service levels, under tight budget constraints. They feel overwhelmed by the challenge of keeping up with expectations while managing limited resources. 

 

At ContactCentreSmart, we understand these challenges because, for over 15 years, we've been helping contact centres and BPOs overcome them. Since 2010, we've helped hundreds of contact centre professionals (Directors, Managers, Team Leaders, and Agents) achieve success in contact centre strategy, technology and operations, customer service, and staff development. 

 

About our founder - Hilário Fiandeiro

 

I've always admired organisations that run contact centres which truly make a difference for both customers and staff. So, in 2010, I founded ContactCentreSmart with one simple goal:

🎯Help organisations achieve their own level of excellence. 

 

My formal career started in 1995, 'on the phones' at a relatively small organisation called Momentum Health - which you might now know as, Discovery, one of South Africa's leading financial services organisations! 

What was meant to be a temporary stepping-stone turned into a lifelong passion. I fell in love with the art and challenge of managing a contact centre's many moving parts, ensuring that every stakeholder - from customers to staff and investors - benefits from optimal performance. 

 

Now, thirty years on, I remain obsessed with helping clients resolve one crucial question:

✅ "How can we do more with less in our contact centres and customer service operations?"

My clients range from large listed companies to leading BPO firms and established SME's.

Here's just a snapshot of some of the brands I've had the privilege to work with:

Absa, AT Kearney, Botswana Life, Capability BPO, Cell C, Clientele Life, Discovery, DMX, FNB & FNB Life, Harambee, Luno, Merchants, MTN, Mukuru, MultiChoice, ooba, Standard Bank - and more. 

 

If you're facing a contact centre or customer service challenge that needs solving, let's chat. 

✅Feel free to contact me directly or schedule a discovery call via my Calendly page. 

✅For more about my work and qualifications, please visit my LinkedIn profile.