HUMAN-LED. AI-ASSISTED. OUTCOME-DRIVEN CONTACT CENTRE OUTSOURCING.
We look after the customer conversations you can't afford to get wrong.
CDM Direct provides contact centre and customer service outsourcing across Australia and New Zealand. Our 'Super-Agents' combine experienced human judgement with AI-assisted knowledge and real-time intelligence. Working inside your platform or ours, we make every interaction, metric and outcome visible to you live.
Talk it through with a specialist and leave with clear priorities and next steps.
THE NEW STANDARD FOR CUSTOMER EXPERIENCE OPERATIONS
Your customer operation 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.
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?
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.
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. Focused enough to give you the attention you need.
Scale and attention usually pull in opposite directions. Providers with the volume to handle anything can leave you feeling like one account among thousands; those small enough to know you well can struggle when demand spikes or complexity grows.
CDM Direct sits deliberately in between. You get the infrastructure, technology, and talent to scale through real demand swings — and a team close enough to actually understand your brand, your customers, and what "good" looks like to you.
De'Longhi chose us for exactly this. They built a dedicated Fiji team with us for pre- and post-sales support — because they wanted a partner with the capability to deliver and the focus to give their business and their customers the attention they deserved.
That's the trade we're built to remove: you shouldn't have to choose between being looked after and being able to grow.
DEDICATED SUPPORT
Enterprise capability. Boutique commitment.
The reach of a large operation, the care of a dedicated partner.
Built to scale. Wired to care.
Handle any volume without ever becoming a number.
Big enough to trust. Close enough to notice.
The infrastructure to deliver, the focus to understand.
Want to see what CDM Direct would own in your operation?
Whatever your industry, CDM Direct can own the customer conversations and operational work that matter most. Start with the outcome, then choose the solution that fits.
Resolve more than the immediate enquiry
Customer Service & Contact Centre Outsourcing
Inbound and outbound conversations: service, overflow, retention and complaint resolution, measured on outcomes.
CDM Direct brings deep experience in the sectors below, but we are not limited to them. If your business has an important customer service function, we can build around it.
Aged Care & NDIS
Rostering, customer support and high-empathy operations where continuity, compliance and human judgement matter.
“CDM Direct handles 10,000+ calls a month for us with the reliability our members expect from a national roadside brand.”
365 Roadside Assist
“CDM Direct has been instrumental in supporting FCA Australia's customer service operations. Their team's professionalism and dedication have made a real difference.”
FCA Australia
“When your team is asked for by name, you know a level of trust has been reached that supports all other business goals.”
Torbay Aged Care
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.
