About Us

Poulton Consulting was established by John Poulton in 2004 to assist companies in realizing the full business potential of their Contact Centre environment and to uplift customer service levels to internationally accepted standards.

The services offered are extremely effective as they are based not only on an intimate knowledge of the successful operation of Contact Centres but more importantly on business experience to manage and apply the information in the Contact Centre to overall business and customer service improvement. It was this experience and knowledge of what information is needed and the ability to access it easily that led to the development of C-PERFORM management reporting tools.

Poulton Consulting has alliances and networks with a variety of other service suppliers in the industry to provide specialized services as and when required.

JOHN POULTON

John has been intimately involved in the Contact Centre industry since late 1998 and prior to that, spent 15 years establishing and managing successful businesses in the software, training, telecoms and datacomms industries.

John was the founder and Managing Director of Call Centre Nucleus Holdings (CCN), a pioneering venture in Contact Centre Outsourcing in South Africa that soon became the market leader. CCN secured contracts with the likes of Ogilvy & Mather, Ford Motor Company, Premier Automotive Group, Unibank, Pick n Pay Home Shopping, ABSA Free Internet, Southern Sun Hotels and many other smaller businesses.

John has worked closely with the industry and has presented papers at over 20 conferences on contact centres, outsourcing, services level agreements and people skills and has run several workshops on the establishment of new contact centres. John was also part of the committee set up to establish a central national body to unify the industry in South Africa, has attended international contact centre conferences, visited numerous contact centres in the UK and USA and secured one of the very first international outsourced contact centre contracts in South Africa in 2002.

John has a wealth of experience in contact centres. Not just in people, process and technology but more importantly in the business side, with a focus on business drivers, goals and re-engineering of business processes to drive efficiency.

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