Optimized Operational Turnaround
Call Center Power optimized engagement strategies and operational turnaround for an outsource provider supporting the Transportation Security Administration (TSA).
CONSULTING & STAFF AUGMENTATION
Strategic Consulting That
Transforms Contact Center Operations
Over 50 years of combined leadership expertise deployed across the eight core areas that define world-class contact center performance - from recruiting and training to technology and analytics.
Schedule a Consultation ↓WHAT WE DO
Eight Pillars of Call Center Excellence
When best practices are implemented and expert staff is in place to ensure adherence, your call center becomes a center of excellence. We focus on these eight key areas.
Recruiting & Staffing
Attract and retain top talent with optimized recruiting strategies, competency-based hiring frameworks, and staffing models built for your volume and complexity.
Training
Develop comprehensive training programs that accelerate agent proficiency, reduce ramp time, and create consistent customer experiences across every interaction.
Quality Assurance
Implement robust QA frameworks with calibrated scorecards, coaching workflows, and analytics that drive measurable improvements in service quality.
Workforce Management
Optimize scheduling, forecasting, and real-time adherence to ensure the right agents are in the right place at the right time - every time.
Vendor Management
Streamline vendor relationships with structured governance frameworks, performance scorecards, and contract optimization strategies.
Technology Enablement
Assess, select, and implement the right contact center technologies - from cloud platforms to AI-powered tools - to modernize your operation.
Data & Analytics
Turn raw data into actionable insights with custom dashboards, KPI frameworks, and analytics strategies that inform smarter business decisions.
Performance Optimization
Elevate KPIs across the board with targeted process improvements, operational benchmarking, and continuous improvement programs.
PROVEN RESULTS
Measurable Impact Across Every Engagement
From Fortune 500 enterprises to high-growth startups, our consulting and staff augmentation teams deliver outcomes that move the needle - reducing costs, improving quality, and building operational foundations that scale.
Whether you need a single workforce management specialist or a full operational transformation team, we match the right expertise to your challenge.
50+
Years of Combined
Leadership Expertise
Leadership Expertise
225+
BPO Partners
in Our Network
in Our Network
30%
Attrition Reduction
at Emory Healthcare
at Emory Healthcare
15%
Quality Score Boost
at Emory Healthcare
at Emory Healthcare
CERTIFIED EXPERTISE
Industry-Recognized Certifications
Project Management Professional (PMP)
PMI's global standard for project management excellence, validating our expertise in leading complex contact center transformation initiatives on time and on budget.
Agile Product Owner (PO)
Certified in Agile product ownership methodologies, enabling our team to drive iterative, customer-focused improvements across contact center operations.
HOW IT WORKS
Our Consulting Process
1
Discovery & Assessment
We evaluate your current operations, identify gaps, and benchmark against industry best practices.
2
Strategy & Roadmap
We build a prioritized action plan with clear milestones, KPIs, and resource requirements.
3
Implementation
Our consultants embed with your team to execute improvements and augment staff where needed.
4
Optimization & Scale
We measure results, refine processes, and ensure your team can sustain improvements independently.
CASE STUDIES
Real Results for Real Operations
See how our consulting and staff augmentation services have transformed contact center operations across industries.
Transforming Patient Access Operations at Emory Healthcare
Improved workforce management, training, and performance - reducing attrition by 30% and boosting quality scores by 15%.
Read Case Study →
Transforming AmRide's Contact Center - Zero Downtime, Higher Efficiency
Comprehensive contact center transformation addressing downtime, inefficiencies, and scalability challenges through targeted process redesign.
Read Case Study →Transforming Patient Access Technology at Emory Healthcare
Implemented Genesys Cloud and Epic Cheers, reducing AHT, improving FCR, and transforming patient access technology.
Read Case Study →
Modernizing the Contact Center for HST Pathways
Migrated to a cloud-based platform with Salesforce integration, equipping their team with tools for faster, higher-quality support.
Read Case Study →Optimized Operational Turnaround
Optimized engagement strategies and operational turnaround for an outsource provider supporting the Transportation Security Administration.
Read Case Study →CLIENT TESTIMONIALS
What Our Clients Say
"Toyota Connected has collaborated with Call Center Power for more than six years to provide a team of dedicated and experienced professionals to help us run our call center operation. CCP also supports evaluation of emerging technologies with a customer-centric process design. Our customers depend on us to be there in critical situations and embraces this challenge in their support of our mission. Doug and team are a joy to work with!"
Call Center Operations Director - Toyota Connected
"Thank you, Brian and team, for your partnership throughout the implementation. Your support and collaboration have been invaluable, and we appreciate all the hard work and dedication you have shown."
Corporate Director - Emory Healthcare
"Call Center Power is incredible at helping us define our needs and keeping us focused on goals that come from those needs. It is also amazing to work with a team that is flexible and can quickly make adjustments to those goals."
Operations Director - University of Colorado at Denver
"Call Center Power did an incredible job helping us to evaluate our operations, and delivered not just a set of cogent recommendations for improvement but also incredibly collaborative support in implementing sustainable change."
CEO - Envision Experience
"In a short time, Call Center Power familiarized themselves with our business, listened to our needs, and created an engaging solution that resonated with the team. We are very lucky to partner with Call Center Power and wouldn't hesitate to use them again for future needs."
Director of Client Services - Academic Travel Abroad
"The team at Call Center Power have been incredibly helpful in providing guidance throughout the process and assisting our team in establishing new processes and making the needed changes to optimize our organization's call center."
Vice President, Operations - Market Force Information
WHY CALL CENTER POWER
Built for Contact Center Leaders
Deep Industry Expertise
Our consultants come from the contact center industry. They have managed operations, led transformations, and understand the day-to-day realities your team faces.
Flexible Engagement Models
From short-term assessments to long-term embedded staff augmentation, we scale our involvement to match your needs and budget.
Vendor-Neutral Guidance
We recommend solutions based on your unique requirements, not vendor relationships. Our advice is always in your best interest.
Proven Track Record
Trusted by leading brands including Emory Healthcare, NYU Langone Health, and organizations across healthcare, automotive, and education to deliver measurable operational improvements.
Technology-Forward
We bring expertise across leading contact center platforms and emerging AI technologies to ensure your operation stays ahead of the curve.
Sustainable Change
We do not just make recommendations and leave. We embed with your team, build capabilities, and ensure improvements stick long after the engagement ends.
GET STARTED
Schedule a Consultation
Tell us about your operation and we will match you with the right consulting expertise. No obligation, no pressure - just a conversation about what is possible.
Transform Your Call Center Into a Center of Excellence
Welcome to the forefront of call center transformation. With our expert call center consulting and staff augmentation, you’re on the path to refining customer interactions, optimizing operations, and elevating your customer service experience.
Our team of seasoned consultants brings proven call center consulting strategies and innovative staff augmentation solutions to the table. We’re dedicated to amplifying your call center’s performance through call center consulting across the core areas that define a world-class operation:
Targeted Call Center Consulting Solutions for Center Managers
We understand the challenges faced by Call Center Managers. From achieving operational efficiency to ensuring high customer service levels, our call center consulting and staff augmentation solutions align perfectly with your goals:
Elevate Your Customer Experience
There are eight key areas of optimization in every call center. When best practices are implemented through call center consulting and staff is in place to ensure adherence to those best practices, your call center can become a center of excellence.
The areas that we focus on are:
Case Studies
Leverage our consulting and staff augmentation for incredible results.
Read More »
Significant Performance & Operations Improvements
WorldStrides partnered with Call Center Power to undergo a comprehensive operational assessment, resulting in significant improvements to their sales performance, outsource provider selection, and overall call center operations.
Call Center Capability: A Primary Competitive Advantage
Call Center Power successfully stabilized and enhanced Arbonne’s contact center operation, establishing a “Center of Excellence” call center capability that was recognized as a primary competitive advantage in the eCommerce industry.
Ready to Optimize Your Call Center?
Take the first step towards call center excellence today. Talk to one of our consultants about how our call center consulting and staff augmentation services can optimize performance in your operation and how we can partner to level up your business.