We have a specialist team of industry experts, able to help your business to find and onboard the right outsourcing partners and technology providers. They have in-depth experience working with and within the contact centre industry and can advise on areas such as customer service, digital transformation, technology, sales, lead and appointment setting, crisis management, customer insight, data management and wellbeing. Our collective goal is to forge strong partnerships, enabling our clients to deliver outstanding customer contact experiences.
Phil is the founder and Managing Director of Contact Centre Panel. He has a deep understanding of the contact centre industry, having worked within it for over 25 years. In 2006, Phil jointly set up VOICE Marketing Ltd, a successful outbound contact centre, which he sold to Capita Plc in April 2015. Ready for a fresh challenge, Phil decided to set up Contact Centre Panel that same year, to help match businesses with the right telemarketing, call or contact centre partners and then support with the onboarding process. Phil’s working mantra is to provide a ‘safe pair of hands’ – he uses his vast experience, market knowledge and deep operational understanding to consistently deliver against clients’ requirements. Phil is skilled at business development and account management, working with a wide range of clients from SMEs to large international PLCs. Since forming, CCP has grown from strength-to-strength. Building best-of-breed contact centre and technology networks, a skilled team of outsource customer contact experts and an enviable client base.
Neville is responsible for partner and client relations at Contact Centre Panel. He has previously worked in a variety of roles for a range of different sized organisations, both nationally and internationally, servicing a multitude of sectors including financial services, utilities, retail, telecoms & media, travel and charities. Neville uses his 20+ years’ experience of the contact centre outsource industry, to quickly understand critical information in complex client environments and customer contact situations.
He is skilled at identifying and delivering efficiency projects, including end-to-end service recovery initiatives. Neville has a broad knowledge of BPO environments and contractual agreements and can create appropriate governance structures to deliver key objectives. When working with clients he ensures that key risks are identified and mitigated, whilst keeping all stakeholders engaged and invested in successful delivery. Since joining CCP in 2019, he has been instrumental in helping to forge stronger partnerships between our clients and outsource partners.
Donna heads up the internal business development team at Contact Centre Panel. She has been with the business from its formation in 2015 and has played a pivotal role in helping to expand the organisation. Donna had previously worked for a range of businesses, including Arcadia Group, Virgin Media, Voice Marketing and Baurer Media, in several different roles covering customer service, retention and client acquisition. She first met Phil Kitchen whilst working as a Team Leader at Voice Marketing. Phil was so impressed with Donna’s abilities that he invited her to join the business. Donna has an excellent understanding of the outsourced contact centre industry and their associated markets. She is an experienced negotiator and will always go the extra mile for our clients and partners. Donna supports the management of the office and helps with any associated administrative tasks.
Steve has over 20 years' experience of designing and delivering improved customer engagement for brands. He has a proven history of delivering value and effective change across solution analysis, design, implementation and troubleshooting. This has encompassed delivering operational change projects for many organisations, across multiple sectors, including America Express, Burberry, Gucci, 3, Jaguar Land Rover, Just Eat, M&S and The Guardian.
Steve is an expert at building understanding between proposition owners, sales, retention and service channels, as well as optimising outsourced relationships and value generation. He has an in-depth understanding of the regulatory requirements on sales, marketing and customer service. He works with operational leaders to ensure their businesses are compliant with data regulations, whilst in the process gaining a competitive advantage.
Steve is Vice-Chair for the UK Data & Marketing Association’s Contact Centre Council, lectures on data privacy for the Institute of Data & Marketing and is a companion member of the Institute of Customer Service.
John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018, which gives guidance on how to protect telephone-based card payment data. John is a technology subject matter expert with over 30 years’ experience working with and within the industry, he has a deep understanding of the technology vendor landscape as well as BPO and contact centre environments. He has helped many organisations including American Express, Barclays, Bupa, Camelot, Capita, Cisco, RBS, Sainsbury's, Vodafone, Worldpay and Twilio. When working with clients, John remains vendor agnostic and independent, he ensures that key risks are identified, mitigated and that all stakeholders are engaged and invested in the successful delivery of projects. John delivered the world’s first no CDE PCI compliance project into contact centres, he was also a member of the British Olympic Sailing Team and took part in the Los Angeles and Barcelona games.
David is responsible for supporting partner and client relations at Contact Centre Panel. He has over 15 years experience within the contact centre industry and has held a variety of roles in both Project Management and Risk & Compliance. David has provided support to many organisations across a multitude of sectors including Experian, John Lewis & Partners, National Savings & Investments, NHS Test & Trace, Sainsburys and Virgin Atlantic. He is skilled in delivering new business and operational change projects, ensuring each project is effectively scoped, well documented and delivered on time and to budget. David has extensive knowledge and experience in the delivery of International Organisational Standards (ISO), which includes ISO22301 (Business Continuity Management), ISO27001 (Information Security) and ISO9001 (Quality Management). In 2020, David received recognition from the Customer Contact Association for his personal contribution towards the achievement of the CCA Global Standard Accreditation.
Zandra has over 5 years’ experience within the contact centre industry. She is qualified in ISO9001 Internal Auditor Training and has experience in the delivery of ISO9001 (Quality Management), ISO27001 (Information Security) and ISO22301 (Business Continuity Management). She has also received numerous recognitions from Customer Contact Association (CCA) for her personal contribution towards the achievement of the CCA Global Standard Accreditation. Zandra has held multiple roles across the audit, compliance and risk landscape, and completed her Business Improvement Techniques course. She has been able to use these skills to support organisations such as John Lewis & Partners, National Savings & Investments, River Island, Atos and PlusNet.
Michelle joined the Contact Centre Panel team in 2022 after graduating from the University of Manchester with a first-class BSc Hons in Psychology. She is a key member of the marketing team, supporting the global marketing and sales strategy which includes the management of our digital platforms, CRM and marketing automation systems.
Michelle holds strong linguistic and communication skills which she has honed through various roles in customer facing and recruitment positions as well as working in France where she obtained her fluency certification in French.
Pamela has over 25 years’ experience of operational excellence in the consumer and business markets, incorporating credit risk and collections for a number of regulated industries. She has a proven track record of delivery high quality outcomes across customer journeys, billing, payments, credit risk and collections. She is known as being able to turnaround under-performing teams and creating enduring organisational designs created for capability and ongoing success. As a result, she has been a key stakeholder and director across a number of tactical and strategic projects and programmes ranging from merger and acquisition to compliance cases. Working with on-shore and off-shore, insource and outsourcers as well as BPOs in locations such a Lithuania, India, Poland and Malaysia. She has previously worked at impactful roles as at Barclays Bank, Talk Talk, BGL group and Shell Energy BGL group. Whilst working at these roles she has created and delivered a number of processes, system and people changes. Critically, working with complex business problems, she has an ability to provide solutions and delivering results which impact commercial, customer, colleague and compliance in a positive way.
Pamela is a qualified Member of the Institute of Credit Management, a Chartered Manager as well as a Black Belt in Lean Six Sigma. She is also a member of the Future Leaders mentoring group.