Greg Bailey, Managing Director
Greg has over 17 years experience in the set-up and management of high-performing customer contact and service delivery operations.
He has managed multi contact centre operations including functions such as customer service, credit management, telesales, helpdesk, customer retention and call & resource planning. Contact centres under Greg's management have received numerous industry awards, as well as best-in-class ratings from international benchmarking organisations. Greg lectures in a number of leading service management education programs and has been featured in leading business publications such as the Bulletin and BRW magazine.
As Managing Director of Greg Bailey Consulting, Greg has led major service delivery and contact centre improvement projects for leading Australian businesses. He has a proven record of delivering results and establishing long-term relationships with his clients.
Margaret Watson, Senior Consultant
Margaret has 13 years senior contact centre management experience across multiple industry sectors including Infrastructure, Sales, Financial Services, Membership Management, Utilities, and Telecommunications.
She has extensive experience in operational planning, contact centre set-ups, change management, relocations, technology transitions, and has implemented significant employee engagement strategies with outstanding results.
Margaret has directly managed contact centres with up to 600 full-time employees and has held executive accountability for the end-to-end operations of over twenty separate contact centres and 2500 full-time employees. Margaret has been a past winner of the 'CCNG National Contact Centre Manager of The Year' award and in 2007 and 2008, contact centres under her management received back to back national industry excellence awards.
Robyn Bone, Consultant
Robyn has over 15 years service management experience with high profile companies such as Norwich Union, Optus Vision and Optus Communications.
She has held a number of contact centre related positions, including senior management roles such as National Contact Centre Recruitment Manager and hands-on roles such as Client Service Manager and Team Leader.
Robyn has strong analytical and solution-design skills and has a track record of consistently delivering services that are highly valued by clients. Robyn has provided specialist services such as call and resource planning, report design and the development of call coaching tools and programs for a range of GBC clients.
For assignments requiring additional consultants or supplementary skill sets, we are able to source our network of associates to build a consulting team to meet your particular needs.