Optimize Your Call Center Operations
Hands-on management consulting that turns underperforming teams into high-performing ones.
The team behind rethinkCX has led CX atMejuri·Canada Goose·Lululemon·Tangerine·AIG·ING France·and more
Running a call center is complex. Between workforce scheduling, quality assurance, agent coaching, technology management, and vendor oversight, it is easy for performance to slip. rethinkCX provides hands-on management consulting that brings operator-level expertise to your team without the cost of a full-time hire. We embed with operations leaders across ecommerce, healthcare, financial services, and hospitality.
What's included
Workforce management
Scheduling, forecasting, intraday adjustments, and capacity planning to make sure you have the right people at the right time.
Quality assurance
Designing and running QA programs that improve agent performance and customer satisfaction.
Agent coaching and development
Structured coaching frameworks, onboarding programs, and career pathing to reduce turnover and boost engagement.
Performance monitoring
Real-time dashboards, weekly scorecards, and monthly business reviews tracking the KPIs that matter.
BPO vendor management
If you have outsourced operations, we manage the vendor relationship: SLA compliance, performance reviews, escalation protocols, and contract optimization.
Process improvement
Identifying bottlenecks, reducing waste, and streamlining workflows to lower cost per contact without sacrificing quality.
What you get
What operational advisory really looks like
We work on the floor with your team, not from a conference room. Here is what gets built and handed off.
On-site with your team
- Floor walks with your supervisors and team leads
- QA scorecard reviews and calibration sessions
- WFM audit of schedules, shrinkage, and coverage
- Tech stack inventory across telephony, CRM, and WFM
- Real-time dashboard build for your ops cadence
- Coaching framework for front-line supervisors
What you get by end of engagement
- AHT, QA, and CSAT baselines with improvement targets
- Playbook for the top 10 contact reasons
- Escalation matrix and decision rights documented
- WFM schedule optimized for your volume curve
- Coaching and calibration cadence operating
- Reporting pack your leadership team can own
When to consider management consulting
This service is a strong fit if your call center is experiencing declining CSAT or NPS scores despite stable headcount, high agent turnover and the associated hiring and training costs, rising cost per contact without corresponding quality improvements, a BPO partner that is underperforming on SLAs, or rapid growth that has outpaced your operational processes.
Book a Free 15-Min ConsultationReactive vs advised ops
Running operations alone vs with an advisor
A side-by-side look at how day-to-day call center operations shift when you bring an operator-led advisor onto the floor.
Firefighting and same-day issue handling
Structured cadence with weekly priorities
Inconsistent, dependent on team lead bandwidth
Weekly calibration with documented scorecards
Static schedules that miss volume curves
Forecast-backed schedules with intraday adjustments
Ad-hoc, triggered by escalations
Structured 1:1 coaching tied to QA data
Reactive when SLAs slip
Proactive reviews with real service-level bite
Manual pulls, different numbers by team
Single source of truth for leadership
How it works
Ops audit
We review data, shadow agents, and interview team leads to understand the current state.
Priority setting
We surface the highest-impact areas across staffing, QA, coaching, tech, or vendor performance.
Implementation
We work alongside your team to execute changes. We stay until the improvements stick.
Measurement
Monthly reporting with clear KPI tracking against baselines set at the start of the engagement.
Ready to talk?
15 minutes. No pitch. Just clarity on your next step.
Explore more
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Learn more →Voice of the Customer
Build a VoC program that drives action, not just another dashboard.
Learn more →Journey Mapping
Journey maps that get used, tied to real operational changes, not slide-deck theater.
Learn more →Frequently Asked Questions
What does call center management consulting include?
How is this different from call center strategy consulting?
Can you manage our outsourced BPO relationship?
How do you measure success in a management engagement?
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