Our areas of expertise lie in research (knowing the industry), training (sharing the knowledge) and consulting (applying the knowledge), with reputable experience across a range of industry sectors from tourism and retail to local government and banking.

Through our strategic and operational review of contact centres, Vivaz helps centres achieve optimum efficiencies. We have initiated cultural change, re-engineered internal processes, as well as improved quality, productivity, recruitment, performance, staff morale and management reporting.

At Vivaz, our strength is in knowing the ‘ins’ and ‘outs’ of the call and contact industry, acquired not only through our dealings with clients, but cemented by our annual running of the definitive Australian Contact Centre Survey (ACCS), an invaluable resource measuring industry standards.

Vivaz are experts at:

• assessing how a centre is positioned against the company’s strategic goals and industry best practice,
• implementing change and working with staff, managers and team members to help them understand and prepare for the change,
• easing the strategic and operational impact of change, ensuring processes are engineered to maximise the project's Return On Investment (ROI),
• achieving greater efficiencies in productivity and quality,
• formalising processes as the business grows,
• re-engineering processes and/or structure to achieve strategic business goals,
• developing and/or expanding existing reward and recognition schemes to provide the right motivational staff incentives,
• overcoming absenteeism and ensuring centres are staffed with the right people, doing the right thing at the right time, and
• implementing team-building initiatives.

Core Values

• Delivering on promises
• No change for the sake of change
• Strong corporate ethics
• Practical recommendations
• Professionalism and discretion
• Simple and clear
• Treat people with respect
• Long-term relationships, long-term solutions