Contact center performance consulting

Performance Perfected.

We help contact centers hit their numbers — through operational discipline, training that sticks, and AI tooling that actually ships. Built on three decades of running the floor, not observing it.

30+ yrsOperating experience across BPO and internal contact centers

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KPI performance · Training & curriculum · AI tools · Custom software

DiagnoseDesignImplementMeasureSustain

How we work

An operator's engagement, start to finish

Hourly advisory and hands-on engagements, scoped around your problem — not a fixed program. Every engagement follows the same discipline.

Step 1

Diagnose

Find what's actually moving the numbers.

We start on your floor and in your data — KPI trends, QA scores, staffing models, training content — and name the handful of gaps that matter most.

Step 2

Design

Build the fix, not a binder.

Coaching cadences, curriculum, KPI governance, tooling requirements — designed to fit how your operation already runs, with owners and dates attached.

Step 3

Implement

Ship it alongside your team.

We work with your supervisors, trainers, and analysts to put the changes into production — pilots first, then rollout, with the metrics watched the whole way.

Step 4

Sustain

Make it stick after we leave.

Playbooks, dashboards, and business review routines that keep the gains compounding — because a fix that needs a consultant forever isn't a fix.

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Services

Four ways we help

Every engagement is scoped to your operation and billed hourly — advisory, hands-on, or both.

KPI & Operational Performance

When the scorecard says one thing and the floor says another.

Performance diagnostics, KPI governance, weekly business review cadences, coaching frameworks, workforce and staffing discipline, retention and save program design. We find the behaviors behind the numbers and build the routines that move them.

Performance diagnostics & root-cause analysis
KPI governance and business review cadences
Coaching frameworks & frontline leader development
Retention, save, and sales program optimization

Training & Curriculum Development

Ramp faster, keep more hires, raise quality.

Onboarding and nesting design, ramp-to-proficiency programs, QA program builds, coaching curricula, and cross-training. Training earns its keep when it changes what happens on the next call — that's the standard we design to.

Onboarding & nesting program design
Ramp-to-proficiency curricula
QA program builds and calibration
Leadership & coaching skill development

AI Tools — Selection, Implementation & Development

Pick AI that earns its keep. Roll it out without breaking your floor.

We've sat on the operator's side of AI adoption — evaluating vendors, leading auto-QA and agent-assist rollouts across multi-client operations, and governing adoption so the tools get used. When nothing off the shelf fits, we build.

Vendor evaluation & selection
Auto-QA and agent-assist rollout
Adoption governance & impact measurement
Custom AI tooling when off-the-shelf falls short

Custom Software & Reporting

Software that fits your operation — not the other way around.

Executive and operational KPI dashboards, internal tools, integrations between systems that don't talk, and client-facing QBR reporting. Built on the same reporting discipline we've run in production for years.

KPI dashboards (Tableau, Power BI, and custom)
Internal tools & workflow software
System integrations
Client-facing QBR reporting

SkillFabrIQOur product

Need practice at scale instead of a consulting engagement? We built a self-serve AI roleplay training platform for exactly that.

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Results

The numbers behind the advice

Selected results from our principal's operating career across BPO and internal contact centers — the same playbooks we bring to every engagement.

+28%

First-call resolution, financial-services program

−26%

Handle time, healthcare programs (~400 FTE)

+15%

CSAT across multi-client BPO operations

24%→42%

Gross margin in 60 days via workforce discipline

28→7 days

Client onboarding time, SaaS operations build

5–10%

Above save & retention targets, telecom programs

30+

Years in contact center operations

7,000+

Associates led at peak

Countries operated in

40+

Enterprise client programs

Our product

SkillFabrIQ — practice at scale

Self-serve AI roleplay training for teams. Signup to first live roleplay is measured in minutes, not months — no pilots, no services engagement.

Describe → playable scenario

One paragraph about the conversation your team needs to handle becomes a full roleplay — AI customer, working CRM, grading rubric.

Practice by voice or text

Learners take the call against an AI customer that reacts to what they actually say. Unlimited repeats, hints when they're stuck.

Graded like a coach would

Every session scored across five dimensions with per-item verdicts — assignable to people or teams, tracked in skill matrices.

Explore SkillFabrIQ Free readiness assessment — no login

Questions

Frequently asked

How do engagements work?

We bill hourly — advisory calls, hands-on projects, or a standing weekly cadence, scoped to your problem. No long contracts, no fixed programs. A typical start is a short diagnostic to size the opportunity, after which we propose exactly what we'd do, who does it, and roughly how many hours it takes.

Do you work with BPOs, internal centers, or both?

Both. Our operating background spans large multi-client BPO operations and internal builds — including standing up a full customer operations function for a SaaS platform and running an in-house service organization for a national distributor. The fundamentals (workforce discipline, QA, training, coaching, KPI governance) are the same; the politics and constraints differ, and we've lived both.

What industries have you operated in?

Telecom (as a BPO partner to major US carriers), healthcare member and patient programs under HIPAA, financial services and fraud operations, government and disaster-response programs, media subscriptions, retail and e-commerce, streaming, and B2B SaaS. If your environment is regulated or compliance-sensitive, we've probably run something like it.

Are you remote or on-site?

Most work is remote — diagnostics, dashboards, curriculum, and advisory travel well over video. For floor-level work like coaching rollouts or nesting redesigns, on-site time can be scoped into the engagement when it genuinely helps.

What does the AI tools service actually cover?

Three things: helping you evaluate and select vendors (we've sat on the buyer side of auto-QA, agent-assist, and analytics rollouts and know which questions expose weak products), leading the operational rollout so the tools actually get adopted, and building custom tooling when nothing off the shelf fits. We also built SkillFabrIQ, our own AI roleplay training platform, so we know what shipping AI products takes.

How is this different from a big consulting firm?

You get operators, not analysts. The playbooks we bring were built running 40+ enterprise client programs across 9 countries — and the person doing your work is the person with that record, billed by the hour, without a leverage pyramid underneath. Smaller scope, faster start, and recommendations we've personally had to live with on a P&L.

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Tell us what's not moving

A KPI stuck below target, a ramp that takes too long, an AI tool you're not sure about — start with a conversation. No pitch deck, no discovery gauntlet.

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