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CPA call centre expertise will increase your production and revenues
Increase your revenues with CPA Call Centre Management

Credit Process Advisors has partnered with Archnau Communications & Consulting to offer enhanced call centre management, designed to increase the production and revenues generated by your internal call centre.

Archnau Communications & Consulting principal, Rob Archambault, is a fifteen year call centre strategic and operational manager who has experience in several different aspects of the call centre industry. Rob began his career in the third party collection industry in Canada at a time when automated power diallers and a modernization of the telephony technology where taking place. Rob took an active role in developing the strategic approach to call campaigns and automated routing to increase agent productivity and decrease costs. He then took an entirely different turn in his career when he went to TELUS Mobility as a Call Centre Operations Manager for their Customer Loyalty and Retention Department. TELUS Mobility is one of Canada's largest cell phone network providers. The Loyalty and Retention Department specialized in maintain client relationships and ensuring client loyalty. In his role at TELUS Mobility Rob played a significant part in technology transformation and dialer operations strategies as well as managing client experience metrics. Supporting cutting edge Quality Model practices that are based on a client centric model that measures the effectiveness of the call, while balancing the efficiency of the agent, Rob helped develop an approach that is easily transferrable to all types of call centres.

With HP Enterprise Services, Rob is nowwas responsible for developing call centre approaches that can be offered to all types of Financial Institutions to better manage their risk and return on investment. Relying heavily on his past experience as well as the training that he received from CIAC (Call Center International Advisory Council) as a certified CCSL (CIAC Certified Strategic Leader), which is the highest professional designation the CIAC offers. Rob is able to take both a high level approach as well as an 'in the weeds' understanding to deliver exceptional results for all of aspects of the call centre/client interaction. His specialties include:

  • Recognized by ICMI (International Customer Management Institute ) and CIAC as an Outbound/Blended Call Center expert developing training and contributing several articles on this topic
  • Utilizing analytics in a call centre environment to increase contact center reach while decreasing costs
  • Developing Multi-modal contact centre approaches that utilize state of the art channel management techniques to customize the contact to the client and to the strategy
  • Quality Management and agent development

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