CONTACT CENTER CONSULTING & SOLUTIONS

Our contact center consultants work with you to improve your contact center operations.

Insite provides contact center consulting services that focus on your people and processes. Our dedicated contact center consultants bring years of call center experience and extensive volumes of metrics and benchmark data, making them ideal for your contact center or back-office goals. Simply put, Insite helps you win. Since 2007, our contact and call center consulting services have worked to:

  • Enhance Customer Experience and Customer Loyalty

  • Optimize Call Center Workforce Management, Contact Center Technology, and Automation

  • Improve Customer Experience through Journey Mapping & Benchmarking

  • Custom Call Center Training Courses for All Corporate Audiences

  • Fine-Tune Customer Interaction and Increase Service Levels

  • Increase Profitability through Call Center Performance Management

Fill out the form to request information on any of these options.

Let’s Discuss Your Contact Center Needs

Looking for employment opportunities? Visit our Careers Page.

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Solutions Tailored to Optimize Your Call Center Operations

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Call Center Training Solutions

Expertly curated call center training courses proven to ensure successful and sustainable translation of skills from the classroom to real-life practice. Organizations leverage our fully customizable contact center training courses to establish a baseline of operational excellence and achieve unprecedented employee performance across a spectrum of roles, from contact center agent to C-suite executive leaders.

call center training

Workforce Management Consulting

Workforce management and WFM strategy have always been at the forefront of Insite’s WFM Consulting Services. Our call center workforce programs significantly improve productivity, efficiency, and cost-savings while delivering an exceptional customer experience. We offer workforce management services and consulting expertise to support call center WFM forecasting, scheduling, capacity planning, and intra-day management to meet your unique WFM operational needs.

customer experience journey mapping

Customer Journey Mapping

Uncover opportunities within your contact center process with this one-of-a-kind visual tool that merges customer experience journey mapping and employee experience into one view while calling out optimization opportunities.

call center quality monitoring and reporting

Call Center Performance Management

Insite embeds your team and works alongside you to discover the root causes of your successes and challenges. We recommend and help you implement process improvements that elevate your call center to a world-class level.

Employee Retention and Engagement

Vendor Selection & Management

Insite’s contact center consultants perform due diligence on BPOs to provide informed decisions on call center vendor selection and vendor management. We also help with contracts and ongoing monitoring to ensure the company you hire provides the level of service you expect.

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Knowledge Management Solutions

Effortlessly manage the entire lifecycle of knowledge with our intuitive and advanced UI. Improve your First Call Resolution, Average Handling Time. Decrease transfers and time spent on hold. Watch your customer satisfaction skyrocket.

EXTENSIVE CROSS-INDUSTRY EXPERIENCE

Broad expertise you can trust.

At Insite, we bring together a team of contact center experts with experience spanning various industries and company types. Our consultants don’t just understand operations—they get what makes each business unique. By applying this broad knowledge, we’re able to craft solutions that truly work for our clients. Bill, owner of Shipt, found real value in our hands-on approach, and we’re proud to have exceeded his expectations

Impacting Contact Centers Across Industries and Around the Globe

Our highly skilled contact center operations professionals have designed, implemented, and managed optimized business processes, platforms, and people services within the fields of:

  • Automotive

  • Business Services

  • Consumer Packaged Goods

  • Entertainment (Gaming and Media)

  • Insurance (Health, Medicaid/Medicare, Property & Casualty, and Specialty)

  • Government

  • Healthcare (People and Animals)

  • Financial Services

  • Technology Telecommunications

  • Non-Profit

  • Utilities

  • Private Equity

  • Trades

  • Travel & Hospitality

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Call Center Experts Deliver Significant Savings Opportunities

99%

Customer Satisfaction

50-percent

Decrease in Training Time

40%

Increase in Productivity Rates

EXTENSIVE CROSS-INDUSTRY EXPERIENCE

Broad expertise you can trust.

At Insite, we bring together a team of contact center experts with experience spanning various industries and company types. Our consultants don’t just understand operations—they get what makes each business unique. By applying this broad knowledge, we’re able to craft solutions that truly work for our clients. Bill, owner of Shipt, found real value in our hands-on approach, and we’re proud to have exceeded his expectations

HELPING CLIENTS OF ALL SIZES AND INDUSTRIES

Our Experts Deliver Significant Savings Opportunities

50-percent

Reduction in Training Time

99%

Service Level

88%

Quality Assurance

40%

Increase in Productivity Rate

113%

Increase in YTD Volume Handled

60%

Improvement in Error Rate

Realize the Insite Difference

Insite — Your Call Center Consulting Company

Founded in 2007, Insite provides best-in-class contact center performance management solutions to cross-industry clients worldwide. That’s 15+ years of customer service and contact center leadership, with a proven track record in enabling CX transformations, strong financials, and a commitment to R&D investment and innovation. We are not a consulting firm. We are an enablement firm. Instead of referring to us as their “Consulting Partner,” our clients refer to us as part of their team.

Our Call Center Consultants

Our contact center consultants all have extensive call center backgrounds. But what sets them apart is that they care and want you to win. They pride themselves on accuracy and work hard for quality. They are there when you need them because they understand your situation and want to help.

Our approach is driven by our belief in the importance of strong partnerships and passion for empowering clients with customized strategies and ongoing support. By prioritizing enablement over consultation, we help you become more efficient, productive, and proactive. We deliver a sustainable path to significant improvements and unprecedented contact center performance, supporting your long-term development and goals.

Our Guarantee

Insite guarantees a 3x return on your investment with us.* That’s how confident we are in our data-driven improvements for your contact center. We don’t guess. And neither should you. Makes it a no-brainer, right?

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*Insite provides a risk-free approach by guaranteeing either increased revenue and/or reduced operational cost equal to or greater than our fee. If not, you get a full refund. Complete confidence in our proprietary process and data analysis, in combination with our quick hits, long-term initiatives, and rapid results allows us to offer this money-back guarantee. Since our inception in 2007, we have never failed to self-fund all engagements. Certain products and services are excluded. Conditions apply. Contact us for details.

REALIZE THE INSITE DIFFERENCE TODAY

Elevate Your Organization’s Performance with Proven Strategies and Contact Center Solutions.