Contact Center Consulting Services

Optimizing People, Process, Platforms, & Performance

WHAT IS HUMAN OPERATIONS^®?

It’s the people – your people. It’s the processes – your processes. It’s the platforms – your platforms. We investigate each, using benchmarking and data analytics to drive consistent, optimal outcomes while appreciating employees and advancing customer loyalty. We analyze your contact center technology and staffing, study how your people operate, share the results, and map your improvement path. Finally, we will help you implement the methodologies, Training and Certifications that will get you to your business goals. We have been performing contact and call center consulting for a wide range of clients and industries since 2007.

That’s why we’re The Human Operations Experts^®. To learn more about Human Operations, here is our CEO, Chris Rozum, in a short video on the subject, What is Human Operations?

Years of Service

200

Employees

Increased service level for a delivery service client from 30% to 75.5%

Grew customer satisfaction for a startup client from 82-97%

3.5

Reduced contact center attrition from 19% down to 3.5%

OUR PASSION – Performance Management

We are excited to help accelerate your success by improving efficiencies and enhancing call center performance and customer experience initiatives.
Our team of humble analysts are scientists at heart with a passion for helping our clients succeed. Insite’s enthusiastic approach, combined with our industry experience and vast knowledge of contact centers, delivers unprecedented results and increased profitability for you.
In short, we know contact centers, back office, and call center operations and make long-lasting process improvements within them. We work with you to enhance customer experience and optimize efficiency.

WHAT MAKES US DIFFERENT

PEOPLE

We employ only human operations people with a minimum of 15 years of experience leading contact centers and back office operations.

PROCESS

Optimized business processes enable consistent experiences and scale. We start with understanding your micro-level steps and flow to work our way up.

PLATFORM

We maximize what you have and then help source and implement world-class technology.

PERFORMANCE

All things start with achieving high performance across a diverse set of metrics using proprietary methods and analytics.

What our clients are saying

Insite has provided our organization with a fresh set of eyes. Their expertise from various industries has allowed us to make better decisions as we steer our company into the future.

MERCEDES-BENZ USA, LLC

I enjoy my partnership with Insite because they take the time to learn and understand my business, which makes their recommendations and overall products very effective.

BLUE CROSS BLUE SHIELD OF TENNESSEE

We partnered with Insite to create a vendor strategy, build long and short-term forecast models, migrate to a CCaaS vendor, and reclaim ownership of our customer data. Our team is excited about the data they now have access to.

DELTA FAUCET COMPANY