Insite Managed Solutions has spent nearly two decades inside contact centers and back-office operations, working alongside the leaders who run them. We are not strategy advisors who hand off a report. We are a contact center consulting firm built around embedded execution: we stay through the change, from the first diagnostic through implementation to sustained results.
Clients call us optimization experts. They say we tell the truth, that we don’t sugarcoat, and that working with us felt like magic. We’d describe it more simply: we show up, do the work, and don’t leave until the performance holds.
We work alongside your team as a behind-the-scenes partner—strategizing, implementing, and driving lasting results together.
Chris Rozum, Founder and CEO, Insite Managed Solutions
Chris Rozum grew up in South Dakota, the son of a third-generation Ford dealer. On his 14th birthday he got his driver’s license, walked into the dealership, and asked for a job. His father said: go wash cars. He clocked 60 hours that first week. That work ethic never left.
He entered contact centers entirely by accident. Gateway 2000 recruited at his college with a pitch about learning computers. He signed up. “What I didn’t know is I was signing up to go be a technical support call center agent.” A month in, they made him a supervisor. He was 19. From there he spent the next decade at the center of the industry: helping Gateway onboard its first outsourcer, building one of the first Microsoft Training Centers in South Dakota, running an $80 million book of business at Convergys (at the time the world’s largest outsourcer) at age 25, and finally working at COPC, the contact center certification body, where he helped build their consulting practice.
At COPC he could finally see the whole picture. He had worked inside outsourcers at scale. He had watched the big consulting firms come in, build a strategy, tell a client to cut 10% from their contact center, and leave without ever explaining how. And he had seen how little clients actually trusted their BPO partners. Both models had the same problem: nobody stayed long enough to make the change hold. The gap between a good recommendation and a result that actually lasted was where most engagements fell apart. Nobody was filling it.
So in 2007, he left to build something different. No clients, no products, no services. Just the belief that contact centers could perform better if someone was willing to get inside them and stay until the work was done. His daughter was born the same year. “There’s nothing like energy to go figure it out when you’ve got all that responsibility,” he has said. “The pressure was real in the early days.”
That founding conviction has not shifted. Insite does not hand over a strategy deck. It does not run your operation from a distance. It embeds, executes, and stays until the performance holds. Nearly 20 years and hundreds of client engagements later, the firm Chris built from nothing is still doing exactly what he set out to do.
Insite holds the trademark on Human Operations®: the discipline of designing, optimizing, and building contact center and back-office environments where teams and technology work together to elevate human performance as the competitive advantage.
We created this category because we kept watching organizations invest heavily in new platforms and AI tools and still miss their performance targets, and the reason, almost without exception, was not the technology but the operational foundation it was sitting on.
Human Operations® is the framework we bring to every engagement. It’s how we think about diagnosis, how we design solutions, and how we measure whether the work actually held.
The Insite family is a network of experts from diverse backgrounds with expertise across industries, capabilities, organizational structures, and cultures. Our revolutionary approach and passion for improving contact centers and call center operations enable us to deliver unparalleled results and profitability while honoring the culture, values, and vision that define our clients’ operations.
How We Work starts with MegaMap®, Insite’s proprietary operational discovery process designed to surface what most organizations cannot see from the inside. By mapping the relationships between metrics, workflows, team structure, technology, and accountability, MegaMap® gives leadership a complete view of how the operation is actually functioning and where performance is breaking down. Paired with ccSigma™, our performance and capability framework, it creates a clear path from diagnosis to sustainable improvement.
From there, our consultants work alongside your team to implement practical improvements that fit the realities of your operation. We help strengthen processes, clarify accountability, and build the internal capability needed to sustain performance as the business continues to evolve.
Because Insite is technology-agnostic, our recommendations are driven entirely by outcomes. We focus on helping organizations improve performance, strengthen adoption, and create operations that are built to adapt as customer expectations, technology, and business demands continue to evolve.
How We Work starts with MegaMap®, Insite’s proprietary operational discovery process designed to surface what most organizations cannot see from the inside. By mapping the relationships between metrics, workflows, team structure, technology, and accountability, MegaMap® gives leadership a complete view of how the operation is actually functioning and where performance is breaking down. Paired with ccSigma™, our performance and capability framework, it creates a clear path from diagnosis to sustainable improvement.
From there, our consultants work alongside your team to implement practical improvements that fit the realities of your operation. We help strengthen processes, clarify accountability, and build the internal capability needed to sustain performance as the business continues to evolve.
Because Insite is technology-agnostic, our recommendations are driven entirely by outcomes. We focus on helping organizations improve performance, strengthen adoption, and create operations that are built to adapt as customer expectations, technology, and business demands continue to evolve.
Some of Insite’s strongest client relationships are built with the leaders themselves. Clients have brought Insite with them across multiple organizations because they trust the results. Two clients have brought Insite into four consecutive employers each, not because of a contract or a service agreement, but because the results earned their trust and they weren’t willing to start over with a different partner.
The pattern is consistent: Insite gets in, delivers, earns trust, and the relationship expands. Clients find more problems to work on together. Engagements that started with a focused diagnostic turn into multi-year partnerships.
The relationship grows because the results do.
Troy Peterson, Vice President, Global Reservations and Service Operations, Selective Insurance
Insite partners with organizations responsible for complex contact center and back-office operations across a wide range of industries including insurance, healthcare, financial services, hospitality, utilities, technology, government, and private equity-backed businesses. The common thread is not the industry. It’s the operational challenge.
Over nearly two decades, Insite has helped organizations improve performance, scale operations, strengthen customer experience, and navigate periods of rapid change without losing operational stability. That cross-industry experience gives our teams a pattern recognition advantage most firms in this space simply do not have.
