Reduce Contact Centre Costs While Improving Customer Experience.
With Lean & AI solutions.
We identify hidden inefficiencies in contact centre and back-office operations, then recommend practical improvements across people, process and technology — aligned with your business goals and your definition of customer experience.
Lean clients typically see 200%+ ROI within a year of implementing our recommendations, without downsizing or any capital investment.
We resell nothing and take no commissions. Our only incentive is getting it right for your operation.
Three Decades Inside Operations Like These.
Banking
Banking
Financial services
Insurance
Insurance
Health insurance
Insurance
Pharmaceuticals
Healthcare
Telecom
Technology
Technology
Technology
Technology
Retail
Retail
Logistics
ConsultingBankingBankingFinancial servicesInsuranceInsuranceHealth insuranceInsurancePharmaceuticalsHealthcareTelecomTechnologyTechnologyTechnologyTechnologyRetailRetailLogisticsConsulting
via Capgemini
via Watts
via Watts
via Watts
via Watts
via Star Telecom
via Bhodexvia Capgeminivia Wattsvia Wattsvia Wattsvia Wattsvia Star Telecomvia BhodexWork Is Work. So Why Don't We Treat It All the Same?
Even top-performing contact centres often overlook it.
On the phones, everything is measured extensively.
Detailed real-time reporting about where people spend their time, supported by tremendous investment in technology: CCaaS, WFM, CRM, IVR, AI. The premise is that it is only possible to manage what is measured.
Yet, behind the phones, almost nothing is tracked…
The work agents do off the phones — and whole back-office departments completing customer inquiries — is almost never tracked or measured in any way. So it cannot be managed: many people working on the same things, each in their own way, at their own time.
If you don't measure it, you can't manage it.
The Contact Centre Operations Audit.
We baseline what you're actually spending — on the phones and off them — then assess the opportunities for both AI and Lean Six Sigma solutions to drive annual savings and customer-experience improvements. Un-intrusive. Reporting is immediate.
Structured on DMAIC — Define, Measure, Analyze, then Improve and Control through implementation.
Modular pricing: a low flat amount per functional discipline analyzed. How the audit works →
For contact centres from a few dozen seats to large multi-site and outsourced operations — and the back offices behind them. If we are not a fit, we will say so on the first call.
Contact Centre Operations Audit
The full diagnostic of the centre and the back office feeding it.
- Cost per contact, to baseline against future state
- Cost per work activity for the back-office portion
- Waste eliminated from operational process
- Excess capacity and automation opportunities surfaced
- AI use-case opportunities and their ROI
- An AI roadmap: what to turn on and when, and what it needs first
- Work mapped to the right competencies (RACI)
Lean Audit for Outsourcers & Vendor Prospects
A separate program for BPOs and the companies evaluating them.
- Independent assessment of vendor performance
- Evidence for selection, contracting and renewal
- Holds an existing BPO to the SLAs it promised
- Works inside relationships already in place
Measure everything
500+ data points across 20+ functional disciplines, from workflow and WFM to quality, compliance and AI, in the centre and the back office.
- LeanCost per contact and per work activity — including the work nobody was tracking.
- AIReadiness across people, process, technology and knowledge, and which AI capabilities fit your pain points.
Redesign the work
Every opportunity costed, validated and ranked — so the roadmap starts with what pays back first.
- LeanLean Six Sigma and Kaizen on the highest-cost workflows. Waste out, work mapped to the right competencies.
- AIEach option weighed on business value, readiness, licensing, complexity and risk. Evaluation does not imply recommendation.
Take it to production
We manage the change through go-live — platform, process and people. We don't hand over a strategy and walk away.
- LeanNew workflows, roles and measures put in place with your team.
- AIRequirements, vendor selection, data preparation, knowledge taxonomy and call-flow changes, project-managed to deployment.
Hold the gain
Quality frameworks, calibration and measurement so the savings survive us and the return keeps compounding.
- LeanKaizen continuous improvement — improve, then control.
- AIRefine and expand, with insights from AI quality monitoring feeding the next round.
Two Disciplines.
Operational rigour and vendor-neutral technology advice. We resell nothing and take no commissions.
Operational Excellence
Lean Six Sigma and Kaizen applied to the contact centre and the back office behind it. Cost out of the process, not off the payroll.
Audits · Lean solutions · BPO & vendor management · Quality & QSR · Mystery contact · Journey mapping · Interim leadership · SME sourcing All ten services Pillar 02Technology & Transformation
Separating the automation that pays off from the automation being sold to you — then managing it to production.
AI & transformational roadmap · AI readiness & ROI justification · CCaaS selection · Deployment · Knowledge taxonomy · Revenue improvement How AI consulting worksWhere Does Your Operation Stand on AI?
Seven questions built on the readiness check we open every AI engagement with — people, process, technology and knowledge.
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Your result
Your report is on its way.
We'll send the detailed benchmark within one business day.
Call 416.498.9440Measured in Dollars, Not Activity.
Measurable, concrete results that cannot be disputed. We will walk you through the detail — scope, intervention and measured result — on a call.
First-year ROI on the Lean program
The typical return within twelve months of implementing our recommendations. More than two dollars back for every one invested.
Cost reduction through automation
On the contact types where automation genuinely fits, put in the right order: foundation first, then tools behind the agent, then automation in front of the customer. Part of the work is telling you which ones don't fit.
Which AI goes in when →In documented client savings
We have uncovered millions of dollars for clients since 1987, across banking, insurance, pharmaceuticals, telecom, utilities and government.
"Your guidance and insight have changed the way we do business in our Contact Centre. You've had a great impact on our operation and we are grateful."
"Over a 3 month time period, Eric was able to assess the CS organization, identify root causes, make recommendations, and implement solutions for a service centre with over 300 agents."
"The partners at our 9 locations have nothing but good things to say about Eric. His efforts had a definite positive impact on sales and customer service."
We will walk you through named, verifiable case studies on a call — including operations the size of yours.
Tap into Decades of Experience with a Proven Track Record.
We have audited and supported organizations across most industries — banking, insurance, pharmaceuticals, telecom, utilities, government and retail. MCAP, Bell, TD Canada Trust, Takeda, Zurich, Hydro One, McKesson, Superior Energy and Correctional Services Canada among them. Long enough to have seen every wave of technology arrive, and to know which parts of each one mattered.
Today much of that work is the AI roadmap: what to turn on and when, what each piece needs before it can work, and how to balance Lean Six Sigma with AI so the cost savings and the customer-experience gains both show up.
We're results driven, and deliberately a specialist, not a generalist. Vendor-neutral: we resell nothing and take no referral commissions. That's the entire reason to hire us instead of someone with a platform to sell.
"Most contact centres aren't broken. They're carrying costs nobody ever stopped to question."
Thinking from the Front Line.
Three decades of engagement experience, written down. Start with these three.
Hidden inefficiencies in contact centres
The Logical Reality, the Illogical Reality, and the 60% of agent time nobody manages.
The AI readiness assessment
Why pilots stall, and the lens that turns an expensive experiment into a costed plan.
When agents cheat
What gaming the metrics tells you about the metrics — and why measuring volume drives the wrong behaviour.
Straight Answers.
It comes from our audits — more than 60 completed over more than three decades. Agents can spend as much as 60% of their time off the phones on work that supports customers but is never tracked — follow-ups, corrections, admin, and whole back-office departments finishing what the call started. The exact split varies by operation. The pattern doesn't.
No. We don't resell CCaaS or AI platforms and we take no referral commissions. Our only incentive is recommending what's right for your operation — which is the entire reason to engage us instead of a reseller.
No, and that's deliberate. We take cost out of the process, not off the payroll — no layoffs and no capital investment required. It's also why the savings tend to stay removed. Lean doesn't stand for “Less Employees Are Needed.” People aren't the waste — too often their talent is wasted on work that adds no value to the customer.
For most operations, augment. AI is best at deflecting routine contacts and assisting agents in real time, which frees people for the complex conversations where they matter. The readiness assessment shows where automation pays off and where it doesn't.
Deliberately un-intrusive, with immediate reporting. Interviews never run longer than two hours, and workshops never longer than two and a half. We work with your resources and inside your budget to produce the action plan.
Fifteen Minutes Is Enough to Know.
Tell us about your operation and we'll point to where the largest savings likely sit — and tell you honestly if we're not the right fit.