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Our Operating Values

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Accountability

Accountability

Focus on outcomes. Activity is not enough - we commit to delivering timely and positive outcomes for our clients and their customers

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Flexibility

Flexibility

Change is normal. When our client’s needs change, we adapt and respond quickly and don’t exploit this for gain.

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Trust

Trust

Trust is earned. Success is easier when we earn your trust and you know that we will always do the right thing for you and your customer.

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Empowerment

Empowerment

Training and Knowledge. Our people have the necessary experience, qualifications and authority to make the decisions and serve your customers

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Regulation

Regulation

Deep knowledge of National, Industry and EU Regulations. We know the rules and help our clients leverage them to their advantage

Interaction Europe | BPO Operations Management

We customise our outsourcing project to suit our client's needs.

Each client operation:

  • Has a dedicated executive from the Leadership Team or the Group Board of Directors allocated as the Account Director.
  • A senior executive serves as the Project Implementation Lead for new clients.
  • Is built on the organisational development principle of maximising self-sufficiency.
  • Has a dedicated Operations Manager with client specific industry expertise.
  • The typical team leader span of control ratios vary (from 1:8 to 1:15) depending on the process complexity, language density and levels of process maturity.

We encourage all our prospective clients to visit one of our service centers. You will see us in action get a greater and faster appreciation of what we do and how we do it.

Our experienced leadership and senior management team:

Paul Carroll, Group Business Development Director & Interaction Chairman

Paul Carroll is Business Development Director of Cpl Resources Plc. His expertise combines 20 years in HR practice, working for companies such as KPMG, Intel, Gateway and Aer Rianta International. Paul joined CPL in 1996.

A graduate from Maynooth NUI in Physics and Maths in 1985, he holds a Higher Diploma in Education and has studied Information Technology in DCU. Paul worked as a HR management consultant in KPMG for 5 years before joining the Senior HR Management team of Gateway in 1993 responsible for Comp & Benefits.

He is a board member of Midland Development Authority, the Atlantic Corridor, and he serves on the council of cancer charity the Friends of St Lukes.

Suzanne Dolan, Managing Director

Suzanne has over 20 years’ experience in customer support and Business Process Outsourcing services mainly within the IT Services industry. Suzanne started her career in SITEL in 1997 as a Training Manager and quickly worked her way up the ranks, eventually to the role Site Director.

Suzanne joined CPL in 2005 as the Site Manager, for the operational delivery for the HP GSD (Global Service Desk) managed service accounts (HP is now split into several companies HP Inc., HP ES and DXC).

In 2008, Suzanne was appointed Managing Director of the newly formed Cpl Integrated Services. Through Suzanne’s leadership and direction, the GSD business in Dublin continued to grow with more service desk delivery customers being served out of the HP operation in Dublin.

In 2014 all the existing recruitment businesses in the CEE region were added under Suzanne’s remit. Since that time she has continued to lead the international expansion and growth in the CEE region with new recruitment offices opening in Krakow and Gdansk in Poland, as well as Munich in Germany.

Pat Greene, Operations Director

Pat joined Interaction early in 2017 after having worked at Hewlett Packard (HPE) where he led the EMEA Partner Management team with a key focus on rationalising the Strategic Supplier list at an EMEA level. Prior to the EMEA Partner Management role Pat ran the UKI & SA GSD Operations for HPE.

A senior manager with extensive expertise in Regional Management, Partner Management, Operations, Business Relations & Quality Management. An excellent communicator and negotiator with strong organisational, innovation and people management skills including process development with Multinational and Indigenous companies.

Pat has also worked for a number of other Multinationals in various roles including Gateway, where he was the Quality Manager, and Apple where he was part of the New Products team. Pat has worked extensively with the likes of Pfizer and P&G in relation to the set up and operational performance of their service desk solutions.

Pat Minogue, Governance, Risk and Compliance Director

As General Manager with ClientLogic Ireland from 1997 to 2000, Pat made a significant contribution to the phenomenal growth that the company enjoyed during that period. Under Pat's leadership, the Dublin facility became the first Contact Center in Europe to achieve accreditation with the COPC 2000 Standard. His other achievements included moving the Dublin Center to a new state-of-the-art 400 seat facility in North Dublin, developing a suite of Internet and eCommerce Outsource solutions and providing Outsource solutions to a number of high-profile, blue-chip clients.

Apart from ClientLogic, Pat has had experience at senior management level with: Aer Lingus as Marketing Distribution Manager; Galileo Ireland as Chief Executive; and Sage Ireland as General Manager. Pat is a graduate of the University of Limerick with a Degree in Business Studies and from the Kings Inns with a Degree in Law. He achieved his Certified Insurance Practioner (CIP) In 2012.

Andy McKie, Head of Sales

Over the past 20 years Andy has built up a depth of expertise in the outsourcing and contact centre industry. He started working with Interaction in February 2015 and has recently taken on the role of Head of Sales.

As a senior manager with extensive expertise in program management, operations and sales, Andy specialises in start-up partnerships with a focus on quality of delivery and business growth via local and international operations.

Prior to joining Interaction Andy led outsourcing organisations and was responsible for the on-boarding and delivering of pan-European, multilocation and multilingual sales and service operations for high profile blue chip clients including IBM and Toshiba.

Andy also worked at Hewlett Packard for 9 years until 2006 in various Sales Management positions before moving to into the reseller channel. He has considerable international experience having built sales operations in Europe, Middle East and Africa.

Federigo Minelli, Head of Service

Federigo Minelli joined Interaction in 2011 as Business Manager to work on a large outsourcing program for a global bank. Federigo is from Florence, Italy, moving to Ireland in 1998 to join Hertz Europe Service Centre in various roles including Team Leader in the Inbound Sales Team.

From 2005 to 2008, Federigo served as Credit Collections Manager with Hertz Europe. He also has experience of the Energy sector having worked in the Oil & Gas Division of GE Capital as Credit Collection Manager within EMEA.

In his career with Interaction, Federigo has been involved in numerous start-up operations ranging from banking to insurance to medical appliances and other regulated sectors. As Head of Service for all of Interaction's Customer Service operations he covers multiple business areas and languages. Federigo has a wealth of operations leadership experience, much of it gained in financial services.

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