Call Center Consulting Services

Outsource Call Center Consulting Services

Are you looking for a thorough evaluation and consultation of your call center operations that covers workforce management, monitors support quality, help you with recruiting, hiring, and onboarding? Or, do you want to boost your sales & customer support operations? If the answer to these questions is a yes, then let us ramp up your revenue and control your call center operational costs through our expert contact center consulting solutions.

Flatworld Solutions, one of the leading contact center consulting company has been providing customized contact center consulting services for more than 18 years now. We have helped various global clients to create a practical action plan to revamp your call center operations and initiatives. Our contact center consulting comprises business and solutions assessments, business roadmap creation, customer profile assessment, technical know-how evaluation, tailor-made custom consulting, etc.

Call Center Consulting Services We Offer

Flatworld Solutions is a domain expert in providing real-world solutions to boost the call center operations. We have a team of senior consultants, project managers, and subject matter experts, who can help you improve customer engagements and grow your business. You can collaborate with us to avail the following contact center consulting services -

  1. Business Process as a Service (BPaaS)

    Business Process as a Service (BPaaS)

    If you are contemplating migration to the Cloud, our Business Process as a Service is the solution you need. From the clinical process, the business process, and digital asset management to business reporting everything is covered by our BPaaS consultants. Take a smart step ahead with our BPaas.

  2. Cloud Contact Center Services

    Cloud Contact Center Services

    Migrating contact center operations on the Cloud may be cost-efficient but not easy without professional help. This is where we come in. We have consultants who handle call mapping, human resource management, and analytics reporting to add more hours in your day.

  3. Contact Center Modernization Services

    Contact Center Modernization Services

    We show you how to meet the challenges of the present-day contact center environment and how to plan, measure, and improve in a constantly changing market. We help companies improve scalability, productivity, and customer experience.

  4. Contact Center Transformation Services

    Contact Center Transformation Services

    Our digital contact center transformation technologies include highly robust and contemporary cloud-based solutions that help our clients to future-proof their contact center operations and strengthen the customer experience. With our services, you can address challenges by enabling agents to anticipate, create, promote, and deliver fantastic experiences that keep your customers loyal and coming back for more.

  5. Planning


    The planning project initiates the creation of a 360-degree strategic roadmap that can help you plan the metrics, agents, and the processes that influence your day-to-day call center operations. It includes the following -

    • Call Center Plan and Assessment

      We can assess your organization's operational procedures and can streamline those as per your objective.

    • Tools and Technology Plan & Assessment

      Our contact center consultants can help you plan the tools and technologies to leverage.

    • Business Requirements & Optimum Design

      Our call center business consulting includes analysis of your business requirements and creation of optimum designs to help you choose the technologies, evaluate your current process, and call flows fluctuations.

    • Multi-channel Customer Engagement Strategy

      When you outsource contact center consulting services to us, we can convert your business objectives into a working framework. This will include clear & concise documented requirements, streamlined operational framework, and solid structure to support the traditional customer engagement process (voicemail, video, chat, email, IVR, etc.), and the latest engagement process, which includes the social media, mobile apps, etc.

    • Multi-site Strategy

      We can design a consistent multisite setting that can adjust your resources, both manual and technical as per your operational needs.

    • Metrics Strategy

      We can develop suitable benchmarks and metrics to facilitate the customer engagement process with accurate records.

    • Outsourcing Strategy

      Our contact center consultants can determine the scenarios in which you can outsource your services, vis-à-vis by ascertaining the cost factor.

    • Disaster Recovery Preparation

      Our senior call center consultants have the required expertise and experience to assist you with the devising the executable disaster recovery planning that also includes the safeguarding of tools in such a scenario.

    • Financial Examination

      We can do the quantitative and qualitative analysis of your operations with respect to your current ROI, cost structures, profitability areas, etc.

  6. Execution


    FWS is one of the rare contact center consulting firms that provides incisive consultations on aligning your organization as per your business process. Our call center consultants can provide the perfect amalgamation of tools, technologies, and process to make your call center facility on par with the international standards. With them, you can execute your business plans in a better way. This will include -

    • Call Center Design

      With us as your call center business consulting partner, you can design new facilities and centers.

    • New Service Model Implementation

      With the tools and technologies planned to adopt at your facility, we can also help you implement that.

    • Technology Selection, Design, & Support

      We can help you develop functional, technical, and support requirements to carry out your operations.

    • Process Design

      Our contact center consultants are experts at establishing and implementing the processes that will help you meet your business objectives by optimizing the manual and technical resources.

    • Organizational Design

      We can design/re-design your facility according to your business goals and help you with all the organizational changes by ensuring that you get the right set of tools and processes.

    • Workforce Management

      Our contact center consulting process is designed in a way that can expedite your employee feedback/engagement, customer feedback, process improvement, and self-service processes.

  7. Education


    We can deliver expert call center consultations that will help you resolve human resources issues with your core call center team through meticulous training programs and other writing services. It includes -

    • Training Program

      After planning and implementing the tools, technologies, and process changes, we can help you develop the training modules based on your call center facility. This will help you to closely monitor your employees' productivity and asses the day-to-day work quality.

    • Speaking Activities

      If you want expert consultation on niche areas that will cover your whole organization, we can provide esteemed speakers for seminars, conferences, and specific events.

    • Writing Services

      Our contact center consulting solutions exceeds the internal alteration of your organization. By leveraging the experience of our call center consultant, we can provide independent articles, whitepapers, case studies, etc. as well.

  8. Analysis


    No organizational objectives are complete without the final evaluation of the work done.

    • Market Opportunity

      We can assess the current market needs of your product/services and can also benchmark the changes that you may need.

    • Market Surveys

      We can help you with the designing of the tailor-made survey programs to carry out the surveys to find out the gaps, issues, and opportunities.

    • Expert Witness Services

      When you have to go through any lawsuit, we can provide or arrange a qualified expert witness to help you in that scenario.

Call Center Software we use

HubSpot Bitrix24 Talkdesk Five9 Zendesk Dixa salesforce LiveAgent Avaya

Industries We Cater to

We can tailor our contact center consulting services to suit the unique requirement of every industry and vertical. This includes -

Customs BrokerageCustoms Brokerage
Information TechnologyInformation Technology
Public SectorPublic Sector
Retail & eCommerceRetail & e-Commerce
Real EstateReal Estate

Our Call Center Portfolio

Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.

View all Samples
Our Call Center Portfolio

Other Services You May Be Interested In

Benefits of Choosing Flatworld Solutions for Contact Center Consulting Services

Flatworld Solutions, one of the leading contact center consulting company has around 18 years of experience in offering consultations to global clients. With us, you can have high-quality leads and can also increase your lead volume. We can spearhead any new initiative in your organization, introduce new tools and processes, impart knowledge on the best practices, etc. A few of the many advantages of outsourcing contact center consulting solutions to FWS are -

  1. Flexible Pricing Options

    When you do not possess the required resource capability or have a fixed budget, do not worry. We have a solution for you. Our contact center consulting services are designed to provide flexible pricing selection options. It is based on factors such as the number of consultants, shift coverage, geography, average call count per week, etc.

  2. 100% Information Security

    Flatworld Solutions is an ISO/IEC 27001:2013 contact center consulting company. Our team is qualified to safeguard your business information from any unwanted disruptions. Moreover, our offices, delivery centers, and systems are rock-solid and can protect your data, information, etc. from any security breach or malfunction.

  3. State-of-the-art Infrastructure

    Our call center executives have access to ultramodern tools, technologies, and infrastructure that enable them to achieve your business goals within the stipulated time. Our offices have 8 levels of redundancy for local connectivity, Telco-grade data center, FM200 fire prevention & protection system, etc.

  4. High Quality

    We have adopted Six-sigma methodology at each rung our facility and processes that help us increase our productivity level and minimize the waste. When you outsource contact center consulting services to us, you will receive the best consultations that will help you design/re-design your facility.

  5. Operational Transparency

    Our contact center consulting process is designed to foster easy accessibility to our resources. We record all our processes in the CRM and also analyze it to find the gaps or identify the opportunities.

  6. Built-in CRM

    We have a built-in CRM to track the progress of the project, see real-time customer data, and perform the follow-ups.

  7. Multilingual Language Support

    Our contact center consulting representatives are well-versed in several languages. This way, you can communicate with them in the language you are comfortable in.

  8. 24/7 Availability

    Our call center consulting agents are accessible 24/7/7 days a week and are ready to provide immediate response to your queries or issues. You can contact us at your convenient time, irrespective of the time-zone difference.

  9. Experienced Team

    We have a validated recruitment procedure to appeal, train and retain the best consultations. Moreover, our call center executives surpass 200 in number and our entire management experience exceeds 100+ man-years. So, when you outsource call center consulting services to us, you will be confident in receiving high-quality consultations.

  10. Comprehensive Weekly/Monthly Cold Calling Report

    We provide highly-detailed weekly/monthly report of findings that will enable you to perform the gap analysis, adopt best practices, and prioritize the critical operations.

  11. Option to Scale-up

    With us, you can demand to scale-up the call center consulting services to effectively manage your project demands and budgets; without having to worry about additional overheads or layoffs.

Client Success Stories

FWS Helped a Leading Printer Services Company with Inbound Call Center Services

FWS Helped a Leading Printer Services Company with Inbound Call Center Services

Flatworld Solutions' expert team designed an exclusive BPO platform that allowed the client ro improve its inbound tech support's performance.

Read more
FWS Assisted a Major Healthcare Survey Campaign by Fixing Their BPO Process

FWS Assisted a Major Healthcare Survey Campaign by Fixing Their BPO Process

Flatworld Solutions streamlined the BPO process of the client by designing a customized BPO platform that allowed them to meet their business objectives and achieve better CSAT scores.

Read more

Outsource Call Center Consulting Services to Flatworld Solution


The team 'Flatworld Solutions' has provided an excellent support and always delivered an extra mile in their efforts. Right from the outset, it has been a great experience to work with the Flatworld team.

Safety Connection Company, Bangalore, India
More Testimonials »

Flatworld Solutions is one of the leading call center consulting company that specializes in providing consultations on customer engagement strategy, quality assurance process, workforce management, onboarding, performance supervision, knowledge management, feedback engagement, process enhancement, etc. Our call center consultants can help you to map out the best course actions to improve your operations, adopt the best tools, technologies, and process to improve your team and call center performance. Get in touch with us to discover the advantages of choosing Flatworld Solutions as your call center consulting partner.

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Flatworld Solutions Pvt. Ltd.

No.6, Banaswadi Main Road, Dodda Banaswadi,
Bangalore - 560 043

#81, Survey No.11, Indraprastha, Gubbi Cross, Kothanur P.O., Hennur Bagalur Main Road,
Bangalore - 560 077

Corporate Court, #15, Infantry Road,
Bangalore - 560 001

Flatworld Mortgage Pvt. Ltd.

No.744, 15th Cross, 24th Main, J P Nagar 6th Phase, Bangalore - 560 078


Flatworld Solutions

116 Village Blvd, Suite 200, Princeton, NJ 08540

Flatworld Mortgage LLC

116 Village Blvd, Suite 220, Princeton, NJ 08540

135 Camino Dorado, Suite 7, Napa, CA 94588.


Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000

KSS Building, Buhangin Road Cor Olive Street, Davao City 8000

Our Customers

  • Movement Mortgage
  • Alcon
  • ARI
  • Maximus
  • Redwood E-Learning Systems

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