Who We Are
Get To Know Us
Australia's foremost customer experience management team
CDM Direct are a leading Australian-owned customer experience management group with decades of experience in providing customer experience, acquisition and retention solutions to hundreds of Australian and international businesses. From SMEs through to large corporate and government clients, our contact centres in Melbourne, Sydney and Auckland service a range of clients including insurance companies, the big four banks, healthcare and fast moving consumer goods.
CDM Direct was established over 25 years ago and has been at the forefront of contact centre services both on-shore and near-shore since opening our doors. We equip our agents with the latest technology and continually train them in the latest techniques to ensure our clients have access to the very best in the industry. We take care of the hard work of running a contact centre, allowing you to focus on your core business.
Our group executives bring with them over 100 years of combined experience in a range of sectors, including finance, insurance, health, information technology and fast moving consumer goods.
Do What You Do Best, Outsource The RestPut your efforts into the things that your business is good at. Let CDM Direct take care of your sales or customer service operations.
Connected Customer Journeys
10 years ago, we had the customer on the phone interacting with a call centre. 3 years ago, we had customers interacting across multiple channels but feeling like each channel was siloed or disconnected from the others.
Now we’re in a world where customer communication crosses many channels and platforms, and customers expect your business to be able to create a connected customer journey as they interact with these channels.
Our solutions offer full channel integration, allowing for frictionless movement between channels for your customers.
Creating A Better Customer Experience
Through our partnership with Watermelon, we have access to some of the world’s foremost experts at tracking the Voice of Customer, in real-time. We have the knowledge and experience to be able to take this information and turn it into tangible actions to improve your customer experience and put your business out in front.
We Make It Easy For Your Customers To Buy From You
Today’s customer is time poor, better informed, more demanding and less loyal. With the internet finding its way into our pockets, consumers now have access to information on products and services and want to interact with you, on their terms, from any location – 24 hours a day, 7 days a week.
Whether you’re looking to support your online store or ecommerce offering, or you’re looking for an approach that combines digital and outbound calling to generate high quality B2B leads, CDM Direct has the expertise to ensure that your customers choose to buy from your business.
Up All NightYour customers want to interact with someone when it suits them, and if they can't, you risk losing their business. Engage CDM Direct to take over when your daytime customer service team goes home and make sure you don't miss out on those late night impulse-buys.
Digital Needs A Human Touch
There’s no escaping the fact that the world is changing fast. We understand that customer contact no longer relies on just one channel but many, and that customers like to jump between channels when it is convenient for them.
We also understand that nothing beats a human interaction – whether that be over live chat or over the phone, and we know that when human contact is involved, sales increase, conversions improve, and customers rate their experience higher.
We’re continually looking for ways to bring the human touch to the digital realm, with our comprehensive live chat solutions that can flag the customers you should be reaching out to and our expert team know how to take that contact through to a result.