CDM Direct
Book a Call
HUMAN-LED. AI-ASSISTED. OUTCOME-DRIVEN OUTSOURCING & CO-SOURCING

We look after the operations you can't afford to get wrong.

Our teams manage customer-facing and back-office operations in your systems or ours, with agreed targets, live visibility and AI support.

Choose Care Operations for aged care and NDIS, Fleet Ops & Automotive, or BPO & Staffing for contact centre and back-office support.

Take the 2-min Ops scorecard
Book a 20-minute call

Get an instant score in two minutes, or book a call to talk through your operation.

Care Operations
Fleet Ops & Automotive
BPO & Staffing

Three specialist areas. One accountable partner.

Care Operations, Fleet Ops & Automotive, and BPO & Staffing. Choose the support your operation needs.

Carer in navy scrubs sharing a smile with an older woman
Care Operations
Rostering, compliance and workforce coordination for healthcare, aged care and NDIS providers.
Explore Care Operations
Roadside technician in hi-vis attending a vehicle at dusk
Fleet Ops & Automotive
Fleet readiness, roadside assistance and automotive support.
Explore Fleet Ops & Automotive
Contact centre agent wearing a headset, smiling during a call
BPO & Staffing
Contact centre outsourcing, back-office operations and co-sourced teams.
Explore BPO & Staffing
THE NEW STANDARD FOR CUSTOMER EXPERIENCE OPERATIONS

Your contact centre can hit every SLA and still be holding you back.

Customers changed. Whether your operation is in-house or outsourced, three expectations now define the baseline.
CUSTOMERS EXPECT

One continuous conversation

Customers do not think in channels. They expect you to hold the thread, every time.
CUSTOMERS EXPECT

Relevance as standard

Generic replies make customers feel unknown. They expect responses that reflect their history and situation.
CUSTOMERS EXPECT

Humans where it matters

As routine enquiries become easier to automate, the quality of the human conversations that remain matters more.
83%
Satisfied with their current outsourcing provider's SLA performance
79%
Actively considering changing provider
17%
Say they receive genuine strategic direction from their current provider
The market is not reconsidering because SLAs are failing. It is reconsidering because SLAs are no longer enough.
Source: 2026 CX Outsourcing Report.
OPERATIONS MUST DELIVER

Live visibility, not stale reporting

See what is happening now, not after the monthly report arrives.
OPERATIONS MUST DELIVER

AI behind the human

Use AI to surface knowledge, context, risk and next actions in real time, while judgement and accountability remain human.
OPERATIONS MUST DELIVER

Accountable outcomes

Measure success by what improves for the customer and the business, not activity alone.

What's the one thing you'd change in your customer operation today?

Answer one short question and we'll suggest the best place to start, how CDM Direct might be able to help and whether a conversation is worthwhile. 30-second automated diagnostic. No email needed. No salesperson.
Take the 2-minute Scorecard
WHY CDM DIRECT FOR CONTACT CENTRE OUTSOURCING?

We don't just take customer service calls. We improve outcomes.

CDM Direct is built for organisations that want the capability of a BPO (Business Process Outsourcer) without losing control of the customer relationship.
1

Conversations come in

Across every channel
Phone calls
Email
Webforms
Live chat
...and more
Captured securely. Routed intelligently. Never missed.
2

Inside your systems or ours

Your operation. Our people.
Dedicated, trained team
Experts in your brand, processes and compliance
AI behind the human
Real-time knowledge
Smart notes & summaries
Compliance guardrails
Next best action
CRM
Ticketing
Knowledge base
Secure by design
Your data. Your rules. Our controls.
3

Shared live view

Full transparency, in real time
Live Operations Dashboard
● Live
ACTIVE
128
ANSWERED
92%
CSAT
4.6/5
SLA
96%
LIVE VOLUME
SENTIMENT
● Positive
● Neutral
● Negative
RECENT CONVERSATIONS
02:31
Billing
Neutral
04:12
Delivery
Positive
01:47
Refund
Negative
Call recordings
Real-time metrics
Customer sentiment
Example interface for illustrative purposes only.
4

Measured on outcomes

Accountable for what matters
Early intervention
Issues spotted and resolved sooner
Faster resolution
Better first-contact resolution and efficiency
Retained customers
Stronger relationships and higher satisfaction
Better bookings & revenue
More conversions, less churn and more growth
Accountability
Clear targets. Real results. Shared success.
Measured together. Reviewed together. Always improving.
.bde-text-2-950{display:grid!important;grid-template-columns:minmax(0,22fr) 44px minmax(0,25fr) 44px minmax(0,27fr) 44px minmax(0,26fr)!important;gap:12px!important;align-items:stretch!important;width:100%!important;margin:0!important;}.bde-text-2-950>*{min-width:0!important;max-width:none!important;}
1

Conversations come in

Across every channel
Phone calls
Email
Webforms
Live chat
...and more
Captured securely. Routed intelligently. Never missed.
2

Inside your systems or ours

Your operation. Our people.
Dedicated, trained team
Experts in your brand, processes and compliance
AI behind the human
Real-time knowledge
Smart notes & summaries
Compliance guardrails
Next best action
CRM
Ticketing
Knowledge base
Secure by design
Your data. Your rules. Our controls.
3

Shared live view

Full transparency, in real time
Live Operations Dashboard
● Live
ACTIVE
128
ANSWERED
92%
CSAT
4.6/5
SLA
96%
LIVE VOLUME
SENTIMENT
● Positive
● Neutral
● Negative
RECENT CONVERSATIONS
02:31
Billing
Neutral
04:12
Delivery
Positive
01:47
Refund
Negative
Call recordings
Real-time metrics
Customer sentiment
Example interface for illustrative purposes only.
4

Measured on outcomes

Accountable for what matters
Early intervention
Issues spotted and resolved sooner
Faster resolution
Better first-contact resolution and efficiency
Retained customers
Stronger relationships and higher satisfaction
Better bookings & revenue
More conversions, less churn and more growth
Accountability
Clear targets. Real results. Shared success.
Measured together. Reviewed together. Always improving.
An extension of your team
Operate inside your systems
Or in ours, your choice.
See everything live
Nothing hidden. Nothing delayed.
AI behind the human
Augmenting, not replacing.
A team, not a bench
People who know your brand.
Accountability by outcome
Measured on what matters most.
See how your operation measures up, or talk through the model with us.
Take the 2-minute Scorecard
Book a 20-minute call
THE NEW SUPER AGENT STANDARD FOR OUTSOURCED CONTACT CENTRES

AI-assisted customer service and contact centre outsourcing

Human judgement in front, backed up by AI and real-time intelligence. Every CDM Direct agent works with real-time AI behind them. Your customers always deal with a person.
A Super Agent is an experienced human agent supported by AI, real-time information and better workflows, so they can respond faster and more consistently while retaining judgement, empathy and accountability.
Knowledge recall, instant
Sentiment, read live
Compliance guidance on the call
Omnichannel memory
Notes written in seconds
Patterns flagged early
Always-on capacity
Judgement stays human
Knowledge recall, instant
Sentiment, read live
Compliance guidance on the call
Omnichannel memory
Notes written in seconds
Patterns flagged early
Always-on capacity
Judgement stays human
Think Iron Man. The suit makes the pilot faster and more capable. It does not fly the plane for them. CDM Direct does not replace people with AI. We give experienced people better tools.
The suit is the metaphor. The person remains in control.
120 seconds to 20
initial data collection on a call
30% faster handling
with nothing rushed
20 to 25% efficiency
gained inside our operation, without removing a single person from the conversation
Figures from CDM Direct operated delivery. AI assists; people retain judgement, empathy and accountability.
Want to see how close your operation is to the Super Agent Standard?
Take the 2-minute Scorecard
PROACTIVE INTELLIGENCE

Legacy reporting tells you the building burned down. Real-time intelligence tells you the smoke alarm just went off.

When call patterns shift or a conversation starts deteriorating, CDM Direct surfaces the signal while there is still time to act. Whether we work inside your platform or ours, you see the same live signals, evidence and outcomes we see.
Most operations first hear about a problem from a customer complaint. The Scorecard asks how yours finds out.
Take the 2-minute Scorecard
THE CONFIDENCE DIVIDEND

See everything we see, while it is happening.

Live contact centre analytics, conversation intelligence, recordings and customer sentiment give your team a current view of what is happening across the operation.
If we operate inside your platform, you retain direct access. If we run it on ours, CDM Direct gives you the same live evidence and operational visibility.
Illustrative portal view. Sample data.

Every call

Recorded, searchable, yours to hear.

Every metric

Live, not last month's.

Every outcome

Tied to the conversation that produced it.
When you can see everything, you have nothing to take on trust. That is why clients stay.
GETTING STARTED

Working with CDM Direct is simple.

Most onboarding friction comes from outsourcers building around their own systems. We build around yours.

1

Shadow

We learn your operation beside your team.

2

Collaborate

We run it together until you are comfortable.

3

Elevate

We improve the operation and take responsibility for the outcomes.

4

See

You see everything, live, from day one.

THE RIGHT SCALE

Big enough to deliver. Small enough to give you the attention you need.

De'Longhi chose a dedicated Fiji team for pre- and post-sales support. Capability and personal attention mattered more than the lowest price.

CDM Direct Fiji team collaborating in the contact-centre operation
De'Longhi
Dedicated support
Around 15 people
A dedicated Fiji team supporting the operation.
Pre- and post-sales
Customer support across the ownership journey.
Chosen for attention
Selected for capability and right-sized partnership, not the lowest price.
Discuss dedicated support

Want to see what CDM Direct would own in your operation?

Book a 20-minute call
QUESTIONS

CDM Direct: Your Questions Answered

CDM Direct is an Australian customer experience outsourcing company operating for more than 20 years across Australia, New Zealand and Fiji, providing human-led, AI-assisted customer operations including contact centre services, automotive BDC support and Rostering as a Service, with client-facing real-time transparency.

We run customer operations for brands: contact centre and CX teams, automotive BDC support, and co-sourced rostering for NDIS and aged care. Our teams work in your systems and your timezone, assisted by AI, with everything visible to you live.

AI assists our people; it does not replace them. It retrieves knowledge, surfaces compliance guidance and writes notes in real time, so the human on the call can give the customer their full attention. Your customers always deal with a person.

Australia, New Zealand and Fiji, all in the ANZ timezone. Our Fiji teams are hired at a 4-in-100 pass rate and stay for years, which your customers hear in every call.

Radical transparency. Clients get a live portal showing calls, metrics, sentiment and outcomes as they happen, not a monthly report. When you can see everything, there is nothing to take on trust.

Automotive (dealerships, OEMs, roadside, fleet and parts), healthcare including aged care and NDIS providers, and customer operations for consumer brands.

Start with one outcome

Tell us which customer or operational outcome you need to improve. We will help you identify the clearest place to begin.
Take the 2-minute Scorecard
Or book a 20-minute call
Book a 20-Minute Ops Review
CDM Direct
Transforming customer experience into measurable growth across Australia, New Zealand, and Fiji.

Care Ops

Fleet Ops & Automotive

BPO & Staffing

Contact

Why CDM Direct?

Resources

© 2026 CDM Direct. All rights reserved.
CDM Direct, Unit 204, 210-218 Boundary Road, Braeside, VIC, 3195, Australia