About Us

Why Optimum Contact?

Many membership organisations struggle to connect with their members effectively and as a result see decreased retention rates, threatening the success of their organisation. At Optimum Contact we are committed to providing the best outbound contact services on behalf of membership-based professional associations, clubs and commercial organisations.

With experience in a range of different industries, our clients include medical and professional service associations and other member-based service providers, allowing us to provide support to clients in any industry.

What sets us apart is our capacity to research your organisation and essentially become one of your employees; many association members don’t even realise that we aren’t employed internally. By handing the contact services over to us, you have more time to focus on providing outstanding services for your membership base.

How We Do It

At Optimum Contact we pride ourselves on taking the time to deep dive into your company, covering everything from your brand values, the way you talk to your members, what your goals are and any other relevant background information. We are also thorough in our hiring process, only taking on staff who not only have call centre experience but are naturally skilled communicators. By doing this, we are able to ensure that we truly understand what your company is about, becoming just as passionate about your services as you are.

Armed with your database, a wealth of information and a set of agreed objectives, our skilled communicators can have effective conversations with your members and customers on your

behalf. Whether it’s promoting an upcoming event, surveying members, following up membership renewals or updating database records, our team have the skills to make the call.

Our Services

Maintain Relationships

We understand that happy members lead to healthy, lifelong memberships. Due to this, we focus on creating positive exchanges between you and your members, ensuring each member feels valued.

We do this by:

• Maintaining regular, personalised contact with your membership base
• Maintaining healthy relationships between your members and your organisation
• Helping you to be a stronger, more representative voice in your industry through retaining more members

Listen and Understand

We listen and gather feedback from your members, enabling you to improve your services and respond quickly to the ever-changing face of your membership.

We achieve this by:

• Truly listening to your members during one-on-one calls
• Collecting valuable feedback and reporting this to help you drive the strategic direction of your organisation
• Providing you with the information you need to solve member dissatisfaction

Improve Revenue Streams

It is estimated that it costs up to ten times more to acquire a new member than it does to keep an existing one. Most of the time a lapse in paying membership fees comes down to factors like a change of contact details or forgetting to pay the renewal notice. A quick, friendly phone call can often secure the renewal of a lapsed membership on the spot.

On time renewals can give your organisation:

• Improved cash flow
• More reliable cash flow forecasts
• The funds you need to deliver essential services to your members.

Protect your Database

At Optimum Contact, we know that without the right information at hand, it becomes difficult to succeed in other parts of your organisation. Our team assist in ensuring your database is complete and up-to-date. A reliable database is an essential tool for the ongoing success of your organisation in managing and maintaining successful contact with your members.

Our Values

At Optimum Contact, we have a set of business values that are consistently present in everything we do. Upon hiring new team members, they are trained in our brand values so that they can deliver our customers with the true Optimum Contact experience every single time.

Passionate:

We are passionate about everything we do, which is driven by our desire to achieve the best outcome for our clients. As a team of communication professionals, we believe what we do will help us and our clients reach their goals.

Approachable:

As a team, we support each other to achieve the best results for our clients and internally. We pride ourselves on having open lines of communication, which we believe is the key to success for our individual teams and the entire business.

Strong:

At Optimum Contact, we are unique in our market and are proud to do things differently. We are committed to standing up against the perception of our industry, resisting negativity and rewarding a job well done.

Thorough:

Our clients are confident in our promise to deliver because we always hold ourselves accountable to our work. We achieve this by leaving no stone unturned in our efforts, helping us achieve the best possible results.

Testimonials

“We’ve engaged Optimum for multiple member engagement projects, including renewal campaigns, and promoting our courses, events and conferences. We see Optimum as our long-term partner who can continue to help us make Governance Institute viable and relevant to a growing membership base into the future.”
Rachel Waterhouse, General Manager, Engagement, Governance Institute of Australia

“We had never outsourced our call campaigns before, and we were very wary. We didn’t want our members to feel they’d been fobbed off to an external call centre, but the team from Optimum Contact was able to connect with our members in exactly the right way. They delivered a very successful campaign that continues to build member engagement.”
Donna South, Marketing & Communications Manager, Weld Australia

“We were extremely pleased with how many of our service users agreed to take part in the survey. Optimum Contact were wonderful about understanding the unique sensitivities of our audience – they really got it. This survey has had a positive impact on both inside and outside our organisation.”
 Joanna Forman, Communications Manager, Support Act

Ready to make your members feel truly valued?
Find out about our services and get in touch with us today!