An independent business advisory-focused on the contact center industry: Avocado55

Avocado55 emerged from a vision rooted in a fundamental ethos: democratizing expert advice and cutting-edge technology for businesses, irrespective of their size. The founders recognized a prevailing issue where only larger enterprises, capable of affording exorbitant fees, could access the level of support and guidance essential for thriving in a competitive landscape. Determined to level the playing field, Avocado55 was conceived. The genesis of Avocado55 dates back to 2019 when the founders convened in Glasgow, driven by a collective desire to amalgamate their proficiency in the Contact Centre domain. Simultaneously, they sought a technology expert to fortify their team. It was during this pivotal period that Sean, one of the founders, orchestrated a rendezvous between Paul and Matt, fostering the beginning of a transformative journey. Over a cup of coffee on West Nile Street, the frustration with how tech companies often neglected their clients became a common ground for Paul and the founders. The first encounter between Matt and Paul marked the inception of Avocado55. Subsequent discussions and interactions solidified the formation of a cohesive team, propelling the company forward into uncharted territory.

In the early stages, Avocado55 crystallized a set of core values that would serve as the guiding principles for the burgeoning business. First and foremost, they pledged to maintain 100% independence, eschewing the influence of external investors. The commitment to providing forthright, pragmatic advice became another cornerstone, ensuring transparency in their dealings. Furthermore, the insistence on having industry experts within the Avocado55 team underscored a dedication to competence and experience over expediency. Flexibility in service delivery emerged as a crucial aspect of their operational philosophy. Avocado55 positioned itself not merely as a provider of documentation but as a perpetual ally, always ready to extend a helping hand to clients. The emphasis on maintaining a low-overhead business model reflected in their commitment to offering realistic rates to clients, an essential component of their mission to democratize access to expertise.

Four years into the journey, the founding principles of Avocado55 remain unwavering. Kieron and Dom, reflecting on the company's evolution, assert that the decision to establish Avocado55 still makes sense. For them, it provided the opportunity to deliver comprehensive solutions rather than isolated components. The trust and respect cultivated through prior collaborations laid the foundation for a collaborative environment where the collective potential could be harnessed effectively. In the intervening years, Avocado55 has experienced significant growth without deviating from its founding values. The commitment to independence, pragmatic advice, industry expertise, flexible delivery, and reasonable rates persists as the bedrock of the company. As they celebrate their journey thus far, the founders remain resolute in their belief that Avocado55 is not just a business; it's a realization of a vision that continues to redefine the landscape of expert support for businesses, regardless of their size.

Operating Model Design

Avocado55 stands out in the realm of Target Operating Models (referred to simply as Operating Models) through a distinctive approach that transcends the pitfalls commonly associated with their development. Too often, Operating Models suffer from extremes – either elevated to such a high level that they become nothing more than aesthetically pleasing wall art, or drowned in excessive detail to the point of impracticality. In response to this common dilemma, Avocado55 introduces the OM8x3 model, a proprietary design born from extensive experience in implementing multiple Operating Models.

The OM8x3 model is a proven antidote to the shortcomings of traditional approaches. It ensures that the Operating Model remains not only practical but also deliverable, serving as a tangible and consistent point of reference in the day-to-day operations of a business. Unlike the abstract or overly intricate alternatives, the OM8x3 design is a pragmatic solution that aligns with real-world needs.

What sets Avocado55 apart is the collaborative nature of our OM8x3 approach. We work hand-in-hand with organizations to design an operational model that perfectly aligns with their unique needs, creating a blueprint for future growth and a tool to streamline strategic decision-making. Our commitment extends to guiding clients through each stage of the process, ensuring a comprehensive and effective transformation:

1. Defined Strategy: We help craft a clear plan to navigate future industry changes, leveraging technology, and strengthening core capabilities.
2. EDICTS (Core Principles): Development of core principles that resonate with your organizational values, forming the foundation for strategy implementation.
3. Principles (Structural Framework): Creation of a structured framework outlining how each of the eight key operational areas functions.
4. Models (Visual Representation): Emphasis on visual models that foster a common understanding across teams, illuminating the direction of travel for the months ahead.
5. Detailed Building Blocks: A bottom-up approach that brings order and clarity to the new operating model, covering everything from role descriptions to the intricacies of new business processes.

Avocado55's implementation approach is characterized by a commitment to helping organizations cultivate a singular vision of how they operate. By synergizing client ambitions with our wealth of experience, we facilitate the creation of a clear organizational vision. With this newfound clarity, our focus shifts to areas that promise the most value, adapting to the pace of change required, the available resources, and the financial benefits sought. Our client experience spans the spectrum, from impartially reviewing current strategies to orchestrating complete transformation programs. In essence, Avocado55 isn't just about providing a service; it's about empowering organizations to navigate the complexities of change with a comprehensive and tailored Operating Model.

Matt Baron, CEO and Strategy and Sourcing Principal

“Our Proprietary OM8x3 is thorough and pragmatic, helping you deliver a revised and appropriate change”