About Us

   

icontact is a division of Rapid Results Limited, the leading provider of corporate classroom training and consulting to the New Zealand Contact Centre industry.  With over 15 years background in training & development we noticed a gap in the market to assist more people achieve NZQA qualifications in the Contact Centre and we launched icontact in 2004.  Due to the huge success and reputation of the Contact Centre qualifications we have been approached by other organisations asking us to develop qualifications for their industries.  Today we have a range of business qualifications available that are still based on the founding principles of our classroom training which is about making the learning fun, engaging and memorable.

The icontact solution offers a full online integrated Training & Assessment Tool to develop skills and reduce assessment time considerably. Fully supports the NZQA qualification framework.

We hope you enjoy the experience of achieving your qualifications using icontact and we look forward to being of assistance while you develop your career.

Jade McFadyen - Qualifications Manager


Jade joins the Rapid Results team with fifteen years contact centre experience in all levels ranging from Customer Services Representative, Team Leader, Trainer through to Contact Centre Management. Jade's expert knowledge on NZQA and assessing standards brings a lot of value to the growth of the company and provides specialist assessing services to our clients.

Jade holds the NZQA Assessor registration and is able to assess a wide variety of qualifications including, National Certificate in Contact Centre Operations, National Certificate in Contact Centres – Senior CSR and Team Leader L4, National Certificate in Business Administration Level’s 3 – 5 and National Certificate in First Line Management.

Candidate care is top of Jade’s agenda specialising in coaching students who are struggling with their studies, maintaining high course completion rates, providing coaching and guidance to new workplace assessors and temporary assessing, and of course assessing students working their way through the qualifications we have on offer.  Jade  also looks after a team of assessors who are specialists in their fields for Credit, Team Leader, First Line Management & Business Administration.

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Derek Good - Managing Director



Derek has over ten years of General Management experience in the UK and in New Zealand. Throughout that time, he has developed a passion for excellence in service and the development of people at all levels in an organisation.

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Craig McFadyen - Training Director


Craig is the Director for Rapid Results and a Founder and Owner of the leading human resource training and consultancy firms. Craig is also the Training Director, where he is responsible for designing and implementing Rapid Results & icontact training programmes and looking at the overall development direction for customers. His role extends to managing Rapid Results specialist consultants. Craig has over 15 years of experience in all aspects of operational management and training implementation within New Zealand, Australia, Dominican Republic and United Kingdom.

This is specifically in the call/contact centre, sales, distribution and customer service functions of a business. Before establishing Rapid Results & icontact, Craig helped launch other businesses in the call centre training field. He has gained extensive experience and honed his skills in staff management by working with Government departments and organisations from the Top 200 in New Zealand.

Craig is an advisor to CCiNZ  - Contact Centre institute of New Zealand.

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