Resources
Here you will find CDM Direct's thought leadership blogs, white papers to download, and case studies to marvel over.
Resources
Insight driven innovation
Read the latest thought leadership and case studies from CDM Direct.
Podcasts
Podcast: Roadside Rescue Revolution
4 October 2024
Breakdowns happen. When they do, your customers need fast, reliable support. But running a roadside assistance isn’t easy – and it’s probably not your core business.
Podcasts
Podcast: Accounting as a Service
20 September 2024
In the dynamic business landscape of Australia and New Zealand, your focus should be on strategic growth and innovation, not on the complexities of accounting, bookkeeping and HR administration.
Blog
Navigating Data Privacy Compliance for Remote Staffing & Outsourcing
4 September 2024
Remote work and offshore outsourcing have become integral parts of business operations worldwide, including in Australia. The flexibility and cost-effectiveness of remote staffing make it an attractive option for many…
Blog
6 Strategies to Elevate Your Social Media Recruitment Game
25 July 2024
In the digital age, where social media is the hub of interaction, leveraging these platforms for recruitment is a game-changer. With the right approach, you can transform your social media…
Blog
Unlock Potential, Drive Innovation: 12 Strategies for Upskilling & Reskilling Your Workforce
19 June 2024
Here are 12 strategies to upskill & reskill your talent pool, fostering a culture of continuous learning. By implementing these strategies, you can cultivate a highly skilled and adaptable workforce,…
Blog
Remote Talent
16 May 2024
???? Elevate Your Operations with Our Premier Remote Talent Services ????
Blog
Back Up and Overflow Support
16 January 2024
Unlock Business Success with Unmatched Backup and Overflow Support from CDM Direct!
Blog
Meet Our Fiji Team
13 November 2023
Meet some of the friendly and professional team in our Fiji contact centre, where we work for Australian businesses bringing them and their customers closer together.
Blog
Outsource, Offshore, or Automate?
25 October 2023
All companies need to provide customer service. If your business is large enough you probably do that through a contact centre. To get the best value for money, or return…
White Paper
Doing Business in Fiji
14 October 2023
Fiji, a tropical paradise located in the South Pacific Ocean, is world-renown for its stunning beaches and crystal-clear waters. But in recent years it has also become a highly attractive…
Blog
Is offshore labour hire the answer to your recruitment woes?
18 September 2023
The unemployment rate in Australia is as low as it’s ever been, and a record 28% of companies are reporting vacancies – nearly 3 times more than before the pandemic.…
Blog
How to solve your staff shortage issues without hiring anyone
26 August 2023
As you have probably noticed, it’s a tough job market right now. Not for employees – who are being courted like never before – but for employers, many of whom…
Blog
Managing peak volumes by deflecting calls to digital channels and self-service
13 June 2023
Managing peak volumes is one of the biggest challenges any contact centre operator has to deal with. Whether your peaks are seasonal and predictable, or one-off, unexpected events you need…
Blog
Outsourcing to Fiji: Why your contact centre can flourish in this Pacific paradise
28 May 2023
In the wake of the pandemic, many contact centres have had to adapt to new ways of working. Customers are becoming more demanding, interactions are getting ever more complex, and…
Blog
6 Ways to Manage Peaks in Call Volumes in Your Contact Centre
29 April 2023
Peaks in call volumes can happen out of the blue, but usually you can predict them. Retailers know they need to cope with the increase in activity that happens between…
Blog
Why Should You Invest in Improving Your Customer Service
13 February 2023
Customer Service is a great way to increase sales and improve on your customer relationships while keeping costs low. Great customer services leave customers feeling satisfied, and helps create trust…
Blog
The Process of Database Cleaning
13 February 2023
Consumer data is an important source of information that a business can collect and access themselves. Once collected and analysed, it can give you valuable insight and can be used…
Read the latest Case Studies from CDM Direct
Coco Republic – outsourcing to Fiji to improve customer service
Reduce labour costs, overcome staff shortages in Australia, and embody the brand's commitment to personalised service
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Battery World – Improved Call Handling, Maximized Customer Reach
Slashed call abandonment rate, capturing more business - Streamlined call routing, improving customer experience - Reached 97%+ answer rate ensuring no customer goes unanswered
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365 Roadside Assist – 24/7 Support and Efficient Contractor Management
Faster response times, higher CSAT, increased sales, safer customers
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Dyson – ramping up a product recall team urgently
Reducing risk, protecting the brand and giving exceptional services by rolling out a product recall hotline within 24 hours
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Nissan – headcount reduction while handling a product recall
Reduced headcount by 18 leading to a 30% cost saving on product recall campaign
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Credit24 – live chat for inbound sales
Using live chats to assist customers reduced staff costs and increased the likelihood of customers taking a loan by 87%
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Winc – reconnect with 100s of trade customers
Reduce cost to serve and reconnect with 100+ customers in just 12 weeks
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Scandia – outsourcing customer to improve grade of service
Reduction in customer complaints and 29% boost in grade of service
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Morrow Sodali – 90,000+ complex inbound shareholder calls
Achievement: 90,000+ complex inbound shareholder calls for corporate mergers Morrow Sodali Business Goal: Inbound shareholder calls Morrow Sodali is recognised as the Australian industry leader in shareholder engagement and proxy strategies, discrete institutional and retail investor research and corporate governance consulting. They were looking for an ongoing relationship with a company that can provide ongoing support […]
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Edwards Lifesciences – outreach to healthcare professionals
Raised awareness of Aortic Stenosis with over 1,000 GP practices and placed 5,000 kits
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Outsourcing tech support & customer service costs cut by 25-30%
Drive accurate, intelligent & targeted marketing. Identify, target & attract new customers. Engage with the right customers.
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Danoz – high volume order processing from TV ads
Scaling up to handle large volumes of direct response calls and increase conversion rates
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DTR – outbound follow up increases sales
Follow up calls and emails to non-voice leads boosts sales by 14%
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100% Increase in Customer Survey Response
The client knew they needed to make a change and outsource their surveys so they could get the information they needed to meet the quality demanded by their clients. That’s where CDM Direct was able to offer an experienced team of surveyors to provide valuable insight into customer sentiment, whilst allowing their client’s staff to focus on income generating activities.
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SteriHealth – 160 Appointments Per Week
After realising that their Business Development Managers (BDMs) were spending too much time prospecting and setting their own appointments, Sterihealth were looking to outsource the appointment setting side of their role to allow their BDM’s to spend more time in front of clients.
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100K Records for In-depth Customer Insights
Improved the database, completed within the timeframe
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