Call center consulting that finds the real performance gaps.
Assess operations, identify performance gaps, improve processes, and build practical improvement plans for inbound, outbound, customer service, and sales environments.
- Owners and operators of new or established call centers
- Customer service and inside-sales leaders
- BPO providers serving North American or global clients
- Companies preparing to outsource — or rescue an existing program
- Inconsistent agent performance and high attrition
- Scripts that don't lead the conversation
- Weak QA and accountability structures
- Outsourced campaigns drifting from objectives
- Recruiting the wrong profile for the role
- Training that doesn't transfer to the floor
What we work on with you.
Call center assessment
Overall review of operations, strengths, and weaknesses.
Agent assessment
New recruits to veterans — pinpoint what's trainable and what isn't.
Team leader & trainer assessment
Evaluate whether management and training have the tools they need.
Infrastructure & CTI
Confirm the right telephony, routing, and tooling are in place.
Setup & reengineering
From greenfield builds to overhauls of existing operations.
Recruitment
Help with — or advice on — recruiting and retaining top-tier agents.
ABCD plan
Segregate agents by ability and customize training and payouts accordingly.
Campaign development
Define objectives, scripting, schedules, and quality controls.
A structured path from diagnosis to results.
Operational walkthrough, data review, and stakeholder interviews.
Pinpoint the real gaps in process, people, scripts, and QA.
Prioritized, practical improvement roadmap with owners and timelines.
Support training, scripting, and process changes through go-live.
Monitor results, refine, and reinforce accountability.
What you walk away with.
Findings report
Clear documentation of gaps in process, people, scripts, QA, and management.
Improvement plan
Prioritized roadmap with owners, sequencing, and dependencies.
Implementation support
Hands-on help with scripting, training, and operational rollout.
Ready to Improve Your Call Center Performance?
Whether you need better training, stronger scripts, outsourcing support, or a full operational review, Kathy Sisk Enterprises can help you identify what is holding performance back and create a practical path forward.