Our Mission

Contactworld strives to be the provider of choice, delivering excellent services using previous international call centre experience to bring a new and unique offering to the East Africa contact centre industry.

Our People

Andrea Price

Andrea has in excess of 10 years experience working within the Contact Centre industry for major blue chip financial services companies based in the United Kingdom (M&S Money, HSBC). Andrea worked predominantly off-shore in India where she was instrumental in developing both agent and management capability to attain the standards of excellence required by a UK brand synonymous with outstanding customer service.

Andrea has a wealth of experience in providing excellent operational support to ensure service level agreements are met in terms of quality and sales. Designing, implementing and delivering exceptional training packages ensured that post-trained agents met the required skill levels before taking live calls. Andrea is also adept at designing and implementing quality auditing processes to enable managers to track performance and identify trends which could impact customer service levels. She is also vastly experienced in training on-site client trainers in various aspects from the planning and documentation of training sessions to the style and delivery methods which produce best results. Andrea also excels at one to one coaching and has developed exemplary coach the coach processes in order to maximise agent performance.

Having supported the growth of a fledgling off-shore operation from 30FTE to a 24 hour operation with over 300 FTE, including the selection and recruitment process, along with the transition and implementation of on-shore processes to off-shore providers, Andrea excels in adapting her style to maximise the benefit to the operation.

Andrea has natural warmth and this, together with her hands on style maximises the impact her training sessions have on agents, managers/team leaders and trainers alike.

Carol Gillam

As one of the Directors of Contactworld, Carol has in excess of 10 years experience within the UK financial services contact centre industry (M&S Money, HSBC) where she has a wealth of experience in Call Centre Management, Relationship Management and working with and training both on-shore and off-shore providers. Carol is passionate about the industry, in particular delivering exceptional customer service. Carol has an extremely broad knowledge from selection and recruitment policy definition and implementation, managing a successful operation and understanding client requirements, to the training of managers, team leaders and agents in the art of delivering exceptional results.

Carol has also managed major recruitment campaigns within a blue-chip UK company, defining role profiles, designing effective advertisements campaigns, assessing applicant suitability and capability in order to achieve the greatest results for the operation.

With her vast experience, Carol understands the demands faced by contact centre mangers to deliver results. With one of her key attributes being remaining calm under pressure, Carol is ideally suited to develop others in the art of surviving the fast paced contact centre environment.

Carol holds an Institute of Direct Marketing certificate in Contact Centre Management (Distinction) a qualification fully endorsed by the Open University. She is also an accredited call centre coach and successfully obtained a pass certificate for a UK industry recognised Management Development Training Programme designed to enhance management skills to get the most effective results from people managers.

Peres Were

Peres Were is the founder and lead consultant at Cascade Global – a leading BPO consulting firm based in Nairobi, Kenya. Ms Were has significant senior level experience in call centre operations, having worked for European Blue Chip companies such as Office Depot International – the largest supplier of office products to businesses globally, with sales of over USD12 billion dollars, and Jessops – the biggest retailer of specialist photographic equipment, with over 280 stores in the United Kingdom.

Upon her return to Kenya in 2004, Ms Were established Cascade Global to provide BPO consulting services to both local and international investors wishing to set up contact centres in Africa. Cascade Global specializes in implementing a call centre establishment initiative from start to finish. The firm addresses the maze of challenges from – organizational, personnel, and talent concerns to economic, technological, legal, and regulatory matters, in establishing a call centre or back office operation.

Ms Were has been involved in setting BPO and Contact Centre operations for various companies in Kenya.

Ms Were holds an MBA from the University of Leicester (UK). She is also a member of the Chartered Management Institute (UK) and the Association of MBA’s (UK).

Ian Rees

Having spent in excess of 20 years within major UK blue-chip financial institutions (HSBC, M&S Money, Barclays, MBNA , Alliance & Leicester), Ian brings a wealth of call centre experience to Contactworld. Ian has excelled in an number of disciplines within this arena from his roots in Information Technology, where he managed key applications, to his role as Head of IT Security at a major UK credit card issuer. Ian was also responsible for the relationship management of such high profile names as Experian and Mastercard IBM & Visa. Ian has been fully involved in the operational side of the contact centre environment where he firstly embraced the culture ensuring he was able to gain the true agent perspective by taking customer calls to hosting workshops and motivational training sessions for agents and Team Managers. Ian is also widely experienced in the recruitment and selection process for the Contact Centre Industry.

Ian also holds a diploma in Business Administration giving him a in-depth understanding of the international business world.