Our people have built their careers working in contact centres. We know what it takes to overcome challenges and get things right, to deliver transformation that works across businesses. And, as an independent B Corporation, we’re used to a high-standard of operation.
Operating Model Design
Create a blueprint for future growth and simplify strategic decisions. Our unique OM8x3 approach allows us to collaboratively design the operating model that makes the most impact for your organisation.
AI Deployment
Get bespoke training and software that’s ‘install & go’. We identify and remove key failure opportunities, put in robust groundwork and build an optimised deployment plan. All with the mindset ‘asset not threat’.
Business Strategy Transformation
Bring in new thinking with redesigned strategy in a pragmatic, understandable and budget-friendly way. We partner with you to take the best of your existing strategy and transform it so you can perform at the level you want to.
BPO Partner Sourcing & Management
Develop new strategic relationships with organisations or enhance existing valued partnerships. We guide the whole process, advising with a proven methodology to achieve your goals.
Bid Support & Solution Design
Shape bids that maximise opportunities to make strong commercial returns. Our team’s commercial experience enables the design of solutions that directly align client needs to your services.
RFP/RFI Support
Define, build, select and deliver RFP/RFIs. We work closely with all stakeholders to define exact requirements, with an unbiased selection based on your requirements and objectives.
Managed Services
Thorough assistance for senior teams during major organisational change. Receive support for day-to-day operational responsibilities so you can put more focus on strategic business tasks.
Clients
“On the whole it looks great and I really agree with the comments and ratings provided. We also all commented on how well it has been documented considering the short time span to learn the complexities of Bupa Global and our claims processes. So… thank you!”
“Avocado55 were instrumental in the success of our recent insourcing and service transformation programme. Their team provided a good blend of strategic and implementation skills; they have a very practical “hands-on” approach to working with a partner. Of particular importance was their ability to work well with a variety of JET stakeholders from IT coordinators to Board level sponsors.”
“Avocado55 transformed our thinking on how we could deliver a luxury service globally, their independent thinking enabled us to consider approaches and solutions that maximised our investment in people and established best practice processes rather than defaulting to the industry norm of adding additional people, processes and expensive platforms.”
Founder & CEO
Matt Baron
One of the leading transformation advisers in the UK, with over 25 years of experience. Matt is an industry leader, operations and transformation director with extensive knowledge of the service delivery industry.
Founder & Process Optimisation Principal
Kieron Taylor
Known for using an adaptable and agile approach to deliver change in a fast-paced environment, Kieron is known for his passion for detail. He balances the needs of the operations and the business with strategic thinking.
Founder & CFO
Dominic Steel
Recognised as one of the UK’s leading contact centre operations planners, Dominic combines a wealth of practical experience with a commercial approach to sourcing, planning and performance within complex operations.
Founder & CTO
Paul Lees
Paul is a lead specialist in Cloud-based Deployment, Application Development, Cybersecurity, and Identity & Access Management. Paul has helped many businesses make competitive advances with deployment of technology solutions.
Business Architect
Lyndon Palfreman
An experienced change professional, with over 25 years of experience across multiple clients and industries. Lyndon helps to develop junior members of the team by sharing his knowledge and experience.
Senior Data Analyst
Chay Francis
Graduating from University with a Maths degree, Chay joined us starting out as a Trainee Data Analyst. Strong delivery has recently secured promotion to a senior position.
Executive Assistant to the Operating Board
Caroline Lindsay
Having years of customer service experience, initially Caroline was involved in our managed service capability as a consumer service advisor. Caroline now keeps our senior leadership in order.
Programme Manager
Karl Fourie
With over 30 years of experience in customer and shared services centres, Karl has a proven track record in Project, Program and PMO Management and delivery skills in a global environment.
Junior Data Analyst
Matthew Brown
Matty recently graduated from University with a BA in Geography which gives him a strong foundation in statistics and analytics. He brings a passion for data analysis.
Consumer Service Advisor
Shelley Hall
Shelley brings a strong background in customer service in the travel industry. Shelley has hit the ground running and proved to be a great asset to the organisation.
Programme Manager
Xavier Orr
Xav is experienced in successful strategic change across the breadth of world-class organisations. Xav has a proven record of managing teams, suppliers and multimillion-pound investments to generate strong returns.
Chief Marketing Officer
Darren Stott
With 20+ years of experience, Darren has combined his real-world customer service experience with leading UK Marketing effort. He provides a unique perspective on how organisations can significantly improve their CX.
Business Development
Jane Reynard
With experience in various different sectors and roles, Jane has utilised her skills to bring a vast depth of knowledge to the team.
Senior Business Analyst
Michelle Seanor
Michelle is an experienced, disciplined and highly-motivated Business Analyst with a Prince2 Project Management qualification. She has worked on a range of Programmes and Projects within Private and Public Sectors.
Relationship Manager
Sandra Henderson
With over 25 years of experience in transformation and the contact centre industry, Sandra uses her extensive knowledge to build and maintain positive relationships with clients. She’s always on the lookout to identify opportunities for growth.
Workforce Planning Consultant
Gordon Fawcett
Gordon is highly experienced in workforce planning, helping organisations plan for future needs by analysing data, developing action plans and putting his many years of expertise into practice for businesses.
Project Manager
Gerhard Landy
With 15 years of experience, Gerhard is a seasoned Project Manager skilled in leading cross-functional teams. He delivers complex projects on time, driving results through strategic planning and effective communication.
Project Manager
James Macrae
After graduating from University, James was approached by Avocado55 to help with a research project. Five years on, and he’s now an Associate, working as PMO for multiple international clients.
Marketing Executive
Ailis Collins
After completing her Marketing degree, Ailis was eager to apply her knowledge through real-world experience. Two years on, she’s still here, gaining confidence and continuously pushing Avocado55 communications forward.
AirCS by Avocado55 is a first-of-its-kind airline service managing delay and cancellation claims at a global scale.
The world’s first and only end-to-end claims volume-proof solution from submission to payment. AirCS by Avocado55 is a specialised claims service reducing complexity, risk and cost of claims management for airlines. Designed by aviation CX experts, AirCS is endorsed by the world’s largest aviation law firm (Clyde & Co).
If you want contact centre transformation, reach out to the people that help make it happen.
contact Avocado55