Support costing too much? We’ll find where the hours go.
Contact center consulting from people who’ve run the floor. We tune staffing, QA and coaching in the operation you already have, until cost per contact comes down and quality goes up.
We’ve run the floor
Forecasts, schedules, scorecards and coaching aren’t theory for us. We’ve owned them on the floor, answered for the numbers every week, and fixed them when they broke. That’s the difference between a consultant who audits your operation and one who’s run one.
Lower cost per contact
Measured on floors we’ve run ourselves.
Lower agent attrition
Fewer leavers, and less knowledge walking out with them.
Points of CSAT
Customer satisfaction, measured on the same floors.
Agents per team
The range of floors we’ve run, in-house and on partner sites.
Call center optimization starts with the leaks
The cost rarely sits where the budget says it does. It leaks through a handful of habits nobody chose on purpose.
The forecast is last year’s average.
Monday is short, Thursday is idle, and overtime covers the gap every week. Nobody rebuilt the forecast after the product, the channels or the customer base changed, so the schedule is solving last year’s problem.
QA grades the script, not the outcome.
Agents score in the nineties while customers call back about the same issue. The scorecard rewards the greeting and the hold etiquette, and never asks whether the problem got solved.
Coaching only happens after an escalation.
Team leads spend the week firefighting on the floor, so coaching becomes a reaction to complaints instead of a habit. The agents who need it most get it last.
Attrition is priced as a hiring cost.
Every leaver takes product knowledge with them, and the replacement takes months to reach the same quality and handle time. That cost never shows up on the recruitment budget, so nobody owns it.
Every team reports its own numbers.
Support, finance and product each have a cost per contact, and none of them match. Decisions stall while people argue about the data instead of the operation.
What our call center consulting covers
Call center QA
Scorecards that grade resolution and effort instead of the script, with leads calibrated until they score the same contact the same way.
Workforce management and staffing
A forecast rebuilt from your own contact data, schedules set by the interval, and an honest plan for shrinkage and seasonal peaks.
Coaching and agent development
Weekly 1:1s tied to QA, onboarding that gets new agents productive sooner, and the fixes that bring agent turnover down.
KPIs and reporting
A dashboard cut to the KPIs that drive decisions, and one scorecard that support, finance and leadership all trust.
Channels, processes and escalations
Which channels to offer and how contacts move between them, playbooks for your top contact reasons, and escalation paths written down.
Outsourced and hybrid teams
One QA standard across your team and the partner’s, SLAs that bite, and governance that doesn’t stop at go-live.
What you’re left with
Everything is built with your leads and stays with them. Nothing depends on us being in the room.
A forecast model
Built on your own contact data, with the staffing plan it implies.
A QA scorecard and calibration guide
What good looks like, and how your leads keep scoring it the same way.
A coaching framework
Weekly 1:1s tied to QA, with the templates your leads actually use.
Playbooks for your top contact reasons
The answer, the escalation path and who is allowed to decide what.
A one-page leadership scorecard
The numbers support, finance and leadership agree on, every week.
Support, week 38
Calibrate refund contacts: two leads are scoring them ten points apart.
How an engagement runs
Most run eight to twelve weeks, and you can stop after the first call.
Discovery call
Fifteen minutes on your volume, channels and what’s going wrong. No pitch.
Floor time
We sit with agents, listen to contacts and pull your queue, QA and schedule data.
Priorities
The three fixes that move cost and quality most, agreed with you before any work.
Fix alongside you
We rebuild the forecast, scorecard or coaching cadence with your leads, not for them.
Hand over
Your leads run it without us, and the scorecard shows whether it’s working.
Not sure it’s an operations problem?
Sometimes the queue is only where a bigger problem shows up. The six-week CX assessment looks across strategy, feedback, journeys and technology as well as the floor, and tells you where to start.
Free advice while you think it over
All articlesCall center QA, done properly
What to measure, how to calibrate, and why most scorecards grade the wrong things.
How to reduce agent attrition
Where turnover really comes from, and the fixes that keep agents past their first few months.
Customer service KPIs
Which metrics drive decisions, which only fill dashboards, and how to tell them apart.
Tell us where it hurts.
Fifteen minutes, no deck. Bring your volume, your channels and the number that’s keeping you up, and you’ll leave knowing whether it’s staffing, quality, coaching or something else entirely.
Book a free 15-min call Rather write? hello@rethinkcx.com