What we do
Specialist consulting across the full CX stack.
From the technology you use to the way your team operates — Concentraxxion covers every layer of the customer experience, built for businesses at the 15–200 employee scale.
Contact Centre Operations
Run a contact centre that actually works.
Most SMBs inherit contact centre problems rather than design contact centre solutions. We help you build operations that are efficient, scalable, and genuinely good for your customers.
What's included
- Operational audits and performance benchmarking
- Workforce planning and staffing model design
- Quality assurance frameworks and coaching programmes
- KPI design and management reporting
- Process mapping and workflow optimisation
- Escalation and complaint handling design
The outcome
Reduced handle times, higher first-contact resolution, and a team that knows exactly what good looks like.
CRM Technology
Your CRM should work for you, not against you.
A CRM that doesn't fit your business is worse than no CRM at all. We help you choose the right platform, configure it properly, and make sure your team actually uses it.
What's included
- CRM needs assessment and requirements definition
- Platform selection and vendor evaluation
- Implementation planning and project oversight
- Data migration strategy and execution support
- Integration with telephony and support tooling
- User adoption and change management
The outcome
A CRM your team trusts, with clean data, useful automations, and a clear view of every customer relationship.
Telephony
Modern telephony for modern customer conversations.
Telephony is often the last thing businesses modernise — and the first thing customers notice. We help you move to cloud-based systems that are flexible, reliable, and integrated with the rest of your stack.
What's included
- Cloud telephony platform selection and migration
- IVR design and call flow architecture
- Intelligent call routing and queue management
- CRM and helpdesk integration
- Call recording, compliance, and quality monitoring
- Disaster recovery and business continuity planning
The outcome
Calls answered faster, routed smarter, and recorded properly — with full visibility into what's happening on every line.
Customer Experience & Retention
Keep the customers you've worked hard to win.
Acquiring a customer costs five times more than keeping one. We help you understand where your experience is falling short, and build the strategies and systems to fix it — measurably.
What's included
- Customer journey mapping and friction analysis
- Voice of the Customer (VoC) programme design
- NPS, CSAT, and CES measurement frameworks
- Churn analysis and early warning systems
- Retention strategy and win-back programme design
- Customer success model development
The outcome
Lower churn, higher lifetime value, and customers who actively recommend you to others.
How we work
Practical. Independent. Built for your scale.
No vendor bias
We don't resell software or earn referral fees. Our recommendations are based entirely on what's right for your business.
SMB-first thinking
Enterprise playbooks don't work at 50 people. Everything we do is designed for the realities of a growing business.
We stay through delivery
We don't hand over a strategy deck and disappear. We're with you through implementation, adoption, and the first results.
Not sure where to start?
Most of our clients come to us with a specific pain point. A 30-minute discovery call is usually enough to identify where the biggest opportunity is.