Natalie Calvert

Background

In 1992 Natalie founded Calcom group, a highly respected and award-winning performance improvement and learning organisation. In 2007 she joined the board of Think London – the investment agency for London as a non executive director, championing customer service across the capital. An inspirational thought leader, respected pioneer and leading authority: Natalie transforms customer service and sales organisations to achieve significantly improved value, return on investment and bottom line results – whilst delivering world class customer and employee experiences. Her high impact motivational style combined with her phenomenal expertise and very real approach has supported UK and global organisations such as O2, Royal Mail, Audi, LEGO, Cabinet Office and Camelot. Her secret lies in truly knowing and understanding what it takes to enable individuals and teams to deliver great customer experiences – ultimately making organisations (and their leaders) great. Totally committed to raising professionalism, standards and skills to improve both customer and employee experience. A key player in the introduction of accredited industry qualifications, over the past decade she has undertaken pioneering work, including:

editor of the handbook of Call and Contact Centre Management
UK ambassador for the European Contact Centre qualifications
chair of London First call centre task force
founder and fellow of the Institute of Direct Marketing
Telecommerce board, DMA vice chair and chair of People Group
verifier for the masters in contact centre management
member of the Customer Contact Association standards council
board advisor Customer Strategy magazine
journal of Customer Contact Strategy advisor

A regular chair and lecturer at major industry events, Natalie regularly writes articles and judges industry awards. Natalie’s Gower Handbook of Call and Contact Centre Management is published in both English and Chinese.

“Natalie is inspirational, insightful, well informed, experienced and great to work with!” Cheryl Black Customer Service Director O2

“Natalie’s key strength, however, is her ability to influence and motivate people at all levels within a company. She is equally at home in the board room and the contact centre which is very unusual in my experience. Her focus is on increasing efficiency and effectiveness which not only cuts costs but also substantially increases both customer and employee satisfaction.”

“I have known Natalie for 15 years and during that time have chosen to work with her, and Calcom, on many different projects in different organisations.”