Fifth Quadrant Pty Ltd

Who we are:

Established in 1998, Fifth Quadrant Pty Ltd is a Service Strategy Management Consultancy and Analyst organisation. We provide management consulting, service industry reports, customer experience design, customer research and executive training programmes. We work across contact centre, face-to-face, online, correspondence and social media service channels.

Fifth Quadrant | callcentres.net is our online publishing and social media division.

Download our credentials document.

What we do:

We work with our clients to design and operationalise service strategy in order to enhance customer experience, reduce operating costs, drive revenue and optimise operations across multiple service channels.

Fifth Quadrant conducts extensive research within the contact centre and service industry, producing benchmarking reports that underpin our approach to consultancy with evidence-based statistics and analysis.

Fifth Quadrant | callcentres.net is our online, publishing and social media division providing Customer Management industry professionals with news, insights and research within the Asia Pacific region. 

Our Core Value Proposition:

"Better than the Big Houses"

We will provide better service and better value than the big consulting houses.

Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective service strategies, operations, management and leaders.

Different to other management consultancies, we are able to offer an integrated programme including customer research; market analysis; diagnostic assessment of operations and technology; strategy development and execution; improvement of service operations; and education.

The value generated for our clients is:

1. Significantly improved customer experience, value, engagement and loyalty
2. Increased revenue from both inbound and outbound service channels
3. A reduced cost to serve
4. Increased profitability per customer

For our clients we also:

1. Enable them to think differently and navigate the way forward through the rapidly changing consumer and service channel landscape
2. Give them back time
3. Allow them to realise the inherent value they create for their customers
4. Provide significant growth and development for their people

What is Service Strategy?

Service Strategy is a multi-disciplinary programme involving customer experience design, brand and organisational strategy assessment, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation’s profitability.

Why is Service Important?

It is proven that organisations with mature service strategy deliver higher levels of customer engagement and superior business performance in particular, revenue generation.

We also believe that great service has a tangible effect on a person’s day and life and that the act of serving someone is one of the most powerful ‘goods’ an organisation can do.

Therefore, service is our chosen field, above all else. And compared to the other things organisations do, we believe service is the aspect of business that has most meaning and purpose and the element that is most often undervalued for its impact on business performance.

Our Services:

Consulting Services:

1. Service strategy development
2. Workforce optimisation services
3. Diagnostic reviews of service operations
4. Outsourcing Tender Management & Consulting
5. Technology Tender Management & Consulting
6. Human Resource Management Consulting
7. Social Media as a Service Channel Consulting

Customer Service Research:

1. Customer engagement research and benchmarking
2. Voice of customer programmes
3. Customer storytelling
4. Employee engagement research and benchmarking

Analyst Services:

1. Service industry market reports
2. Benchmarking services
3. Data enquiries
4. Location studies & advice
5. Briefings and events
6. Consumer Power Economy trend analysis

Training:

1. Executive Development programmes
2. Supervisor, Workforce Management, Quality & Operations training
3. Frontline training programmes

Online Publishing & Social Media:

1. Service industry news
2. Whitepapers and case studies
3. Webinars
4. Email broadcasts
5. Advertising and advertorials

Our People:

We are a team of over 50 people including the smartest and most highly engaged subject matter experts who develop amazing proprietary and customised Service Strategy, Customer Experience, Operations and Research models and tools.

Dr Catriona Wallace and James Organ who have a combined 30 years of high-level research experience take the lead for Fifth Quadrant | callcentres.net. Dr Catriona Wallace is a Director of Fifth Quadrant Pty Ltd, a Service Strategy & Research company, callcentres.net Pty Ltd, an online publishing business, ACA Research, a full service market research firm and Indigo Express, a philanthropic fund. All businesses are based in Sydney, Singapore and Malaysia. Dr Wallace has a PhD in Organisational Behaviour, is Adjunct Faculty at the Australian Business School, is the author of The Complete Guide to Call & Contact Centre Management, has a strong blog following and is one of the world’s most cited commentators on customer service trends. Dr Wallace conducts research and consulting programmes in Australia, New Zealand, China, India, The Philippines, Singapore, Malaysia, Thailand, Indonesia, Vietnam, Japan, North America, Central and South America as well as conducting global consumer studies. Dr Wallace has a specialty expertise in advising organisations on multi-channel service strategy and measuring customer engagement. Catriona is also the mother of 5 children and totally wishes she had a few more.   James Organ is owner and Managing Director of ACA Research, Fifth Quadrant and callcentres.net. James has 17 years of research experience with extensive knowledge of research methodologies and particular expertise in the I.T., Contact Centre, and Automotive industries. James is especially proficient at handling difficult or complicated research briefs and presenting results in a clear and accessible way. Please contact Catriona or James to discuss your research needs: cwallace@fifthquadrant.com.au & jorgan@fifthquadrant.com.au.

Key People:   Stephanie Bauer | Head of Outsourcing | sbauer@fifthquadrant.com.au Julie-Anne Hazlett | Head of Workforce Optimisation | jhazlett@fifthquadrant.com.au Chris Kirby | Head of Research | ckirby@fifthquadrant.com.au William Dieu | Senior Consultant | wdieu@fifthquadrant.com.au Julie Trajkovski | Head of Online & Publishing | jtrajkovski@fifthquadrant.com.au

Contact Details:

Australia

Northpoint, Level 11, 100 Miller Street, North Sydney, NSW 2060, Australia

Phone: +61 2 9927 3399 | Fax: +61 2 9927 3327

email: info@fifthquadrant.com.au