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Call center consulting services that optimize performance and reduce operational costs
Contact center leaders are under growing pressure to reduce cost-per-interaction, improve first-call resolution, and adopt AI and cloud capabilities, all without disrupting live operations. Infosys BPM's call center consulting services provide a structured, outcome-driven path from current-state assessment to future-state implementation — aligning your contact center strategy, technology, and workforce with your organisation's growth and CX objectives.
Call centers consulting for high performing contact centers
Call center consulting focuses on aligning contact center strategy, operations, and technology with growth, cost, and customer experience targets, so leaders can move a few levers and see impact across many metrics.
Why leading organisations choose Infosys BPM for call center consulting
Infosys BPM's call center consulting services combine operational expertise, technology advisory, and workforce management capability to deliver measurable improvements across every dimension of contact center performance. Our consultants bring structured methodologies, including our Customer Care Maturity Assessment framework — to diagnose root causes, design future-state solutions, and support implementation without disrupting your live operations.
Call center consulting services we provide
- Design and optimisation of call flows, IVR structures, and routing to reduce transfers and repeat contacts.
- Streamlining of end to end workflows across voice, chat, email, and digital channels to remove rework and delays.
- Definition of self service and knowledge experiences that allow customers and agents to resolve common issues faster.
- Design of performance dashboards, scorecards, and review rhythms so leaders have clear visibility into volumes, quality, and outcomes.
- Advisory on contact center platforms, integrations, analytics, and automation to support current and future CX goals.
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How do our contact center consulting services deliver value?
Infosys BPM’s Customer Service practice brings together all its experience, industry-leading practices, tools, and methodology that helps companies align their Customer Care processes to meet their strategic objectives and goals, ensuring seamless operation and exceptional customer satisfaction:
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Customer care maturity assessment
Infosys BPM Customer Care Maturity Assessment, led by experienced consultants, takes a structured approach that delivers on the client’s established strategic requirements for their contact center -
- Strategy development – Confirm client’s Customer Care Strategy with both internal and external view to enhance customer engagement
- Assessment – Gather Customer Care operational data and develop current state analysis of the canter’s performance
- Solution design – Develop future state Customer Care solution options, tailored by our consultants, along with an implementation roadmap for the center.
- Implementation - Support clients with the implementation to optimize operation efficiency.
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Customer care optimization
Comprehensive Customer Care Assessment to deliver optimization across the following core operational capabilities in the contact center –
- Call, Email and Chat Handling
- Workforce Management
- Quality & Performance Management
- Workforce Productivity
- Hiring and On-boarding
- Training Design and Management
- Knowledge Management
- Rewards and Recognition
- People Development
- SLA Management
- Reporting Management
Call center consulting challenges and solutions
The following challenges and solutions reflect typical issues CPOs and procurement leaders face when scaling spend analytics outsourcing and consulting:
Cost issues usually come from long handle times, rework, and misrouted contacts. A consulting engagement analyses contact types, workflows, and channel mix to locate where steps can be simplified, automated, or moved to self service while protecting high value human interactions.
Declining service levels, satisfaction, or sales are often symptoms of issues spread across people, process, and technology. A structured assessment of interactions, staffing patterns, and systems helps isolate the few constraints that, when addressed, move the key metrics back in the right direction.
Introducing new platforms or AI capabilities without preparation can create confusion and risk. Consulting support helps define readiness criteria, prioritise use cases, and sequence migrations and pilots so teams adopt new tools in manageable steps that fit existing operations.
Large changes can overwhelm teams if rolled out everywhere at once. A phased approach—testing changes in selected queues, capturing feedback, and iterating before scaling—reduces risk and builds internal confidence in the new way of working.
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