We are hands on and love to get into the detail.
Contact Centre Specialists
With decades in the industry, we are passionate about continuing to raise the profile of contact centres and support a company's most important asset, its people!
In our extensive and diverse multi-sector, multi-cultural, in-sourced and outsourced careers there aren’t many challenges that we haven’t encountered.
Now we want to help and support you to deliver improvements to your customers' experience.
With a friendly and hands-on approach we’ll quickly provide you with no-nonsense practical help & guidance whilst ensuring your people are on the journey with us all the way.
We are open, trustworthy, respectful and act
We will provide simple, cost effective and achievable solutions
Communication & Collaboration
Working together to deliver the best
We can be relied upon to deliver and go above and beyond
We love what we do and it shows
Be the very best that we can be
Solutions and Results
Passionate about delivering results, we work closely with your teams to help deliver sustainable improvements
Operational & performance health checks
Bench marking within industry or channel
Customer journey mapping
Process & performance improvement & design
Contract or interim operational management
Organisational structure design & support
Coach & mentor operational managers
Build & develop management skills for team leaders & supervisors
RFP & procurement services
Meet The Team
Collectively Debbie and Ruth have over five decades of experience and latterly worked closely together for 8 years in the United Arab Emirates building an award winning 24/7, multi-cultural, multi-language, multi-site and multi-channel customer contact team.
Having now returned to the UK, both Debbie and Ruth are keen to continue their support of the contact centre industry and use their unique extensive experience and expertise to help you review, analyse, develop and improve your teams performance with their hands-on, practical experience and guidance.
Debbie has a long career history of demanding roles in both outsourced and in-sourced customer focused businesses in multi-channel and across various sectors.
A senior operational leader with extensive outsourcing experience having worked in senior roles with some of the global industry leaders for much of her career with whom she has been responsible for up to 1500 employees
Debbie is versatile and results-focused and can establish governance, order and stability within chaotic, stressful and changing environments. She is calm whilst working under pressure and has a record of successfully delivering on major projects to multiple stakeholders.
A self-driven, self-reliant individual, who sets direction and targets and leads by example, and who has a collaborative approach with good interpersonal skills to engage, motivate and deliver through inspirational leadership and empowerment.
Ruth has worked with contact centre teams for over 30 years. She has a strong track record of effectively developing and driving individual, departmental and organisational goals to attain results and has built leading international, multi-cultural teams to deliver through key customer touch points.
Ruth started off working in operational, team and performance management roles before leading complex contact centre operational teams of up to 600 people in the UK and Middle East.
A results focused leader who ensures business strategies are based on sound analytical & commercial principles and is a role model for collaborative, consultative, coaching management style. Her specialism is developing all elements of contact centres and customer relations within the airline and travel industry.
Our Clients Say
"I’ve known Ruth & Debbie for a long time, and when Hans Airways needed help in establishing process & policies to set up our new contact centre, DRB was the obvious choice. As usual they were prompt and efficient with lots of good advice and support, which enabled us to implement a robust and efficient solution with our contact centre partner.."
Martin Dunn, Chief Commercial Officer