Resources

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.

Blog

Staff Leasing

16 January 2024
🌟 Elevate Your Operations with Our Premier Staff Leasing Services 🌟
Blog

Co-Sourcing

16 January 2024
Mitigate Talent Gaps with Refined Co-Sourcing Solutions
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
Read more

365 Roadside Assist – 24/7 Support and Efficient Contractor Management

Faster response times, higher CSAT, increased sales, safer customers
Read more

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
Read more

Nissan – headcount reduction while handling a product recall

Reduced headcount by 18 leading to a 30% cost saving on product recall campaign
Read more

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%
Read more

Winc – reconnect with 100s of trade customers

Reduce cost to serve and reconnect with 100+ customers in just 12 weeks
Read more

Scandia – outsourcing customer to improve grade of service

Reduction in customer complaints and 29% boost in grade of service
Read more

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 […]
Read more

Edwards Lifesciences – outreach to healthcare professionals

Raised awareness of Aortic Stenosis with over 1,000 GP practices and placed 5,000 kits
Read more

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.
Read more

Danoz – high volume order processing from TV ads

Scaling up to handle large volumes of direct response calls and increase conversion rates
Read more

DTR – outbound follow up increases sales

Follow up calls and emails to non-voice leads boosts sales by 14%
Read more

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.
Read more

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.
Read more

2,900 Inbound Research Calls

38% recruitment rate to study participants
Read more

100K Records for In-depth Customer Insights

Improved the database, completed within the timeframe
Read more

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Even if you do not know exactly what services you need, you probably do know what business results you want to achieve. Whether that's to reduce your costs, improve your customer metrics, make more sales, or use technology to transform CX, use this form to get in touch for an initial chat about your goals.

What Would You Like to Achieve