Contact Center Consulting · BPO Matchmaking · CCaaS
Call Center Power
Unleash the potential of your contact center.
Call Center Power builds, manages, scales, and outsources centers of excellence. From BPO matchmaking and CCaaS implementation to workforce management, QA, and training — backed by 30+ years of hands-on contact center expertise.
BPO MatchmakingCCaaS ImplementationOperations ConsultingQA & CoachingSpeech AnalyticsWorkforce Management
30+
Years of contact center leadership and expertise
600
Seat operation stood up in under 6 months for Toyota Connected
$40M+
Saved for Toyota Connected through contract negotiation
30%
Year-over-year quality improvement delivered at Toyota Connected
Services & Solutions
Every capability a contact center operation requires — from BPO selection and CCaaS implementation to ongoing quality, training, and workforce management.
Call Center Outsourcing & BPO Matchmaking
CCP's proprietary matchmaking methodology connects organizations with the right outsource partner from a vetted global network built over 30+ years. CCP leads the entire process — requirements gathering, partner assessment, contract negotiation, and implementation management — so you don't navigate the BPO market alone.
BPOOutsourcingMatchmaking
CCaaS Technology Implementation & Integration
End-to-end CCaaS implementation led by a senior telephony architect. CCP handles solution design, vendor selection, proposal and SOW development, and managed go-live. Also covers CRM sourcing and implementation management for organizations modernizing their full contact center technology stack.
CCaaSCRMTechnology
Operations Consulting & Process Improvement
Holistic operational assessments that identify root causes of contact center underperformance — followed by targeted process redesign, Six Sigma and LEAN-based defect reduction programs, and project management to bring improvements to completion.
ConsultingProcessSix Sigma
Managed Services — Contact Center
Ongoing managed support for organizations that need experienced contact center professionals embedded in or alongside their operation. CCP deploys multi-discipline teams covering training, quality, workforce management, and operations — scalable to any size program.
Managed ServicesOngoing Support
Training Development & Facilitation
Custom instructional design and training delivery built around your specific products, services, and customer journeys. CCP developed and delivered a six-week initial training program across two sites for Toyota Connected — facilitating 13 classes to over 200 trainees.
TrainingInstructional Design
Workforce Management Solutions
Scheduling, forecasting, adherence, and capacity planning for contact center operations. WFM is one of the eight core competencies CCP covers as part of its Center of Excellence framework — applied to both build-out engagements and ongoing managed service relationships.
WFMForecastingScheduling
Quality Assurance & Performance Coaching
QA program design including scoring methodology, Voice of the Customer components, reporting, and data development. CCP builds ongoing defect reduction cultures using Six Sigma and LEAN principles — not just one-time audits.
QACoachingQuality
Speech Analytics
Contact center speech analytics sourcing, implementation, and management — providing 100% call monitoring, sentiment analysis, topic detection, and compliance tracking across every customer interaction. Replaces sample-based manual QA with automated, comprehensive insight.
Speech AnalyticsAIMonitoring
Staff Augmentation & Organizational Development
Experienced contact center professionals placed into client organizations on a project or ongoing basis — covering leadership, operations, training, and QA roles. CCP also provides organizational development engagements to build internal capability alongside any consulting or managed services program.
StaffingAugmentationLeadership
Featured Engagement
Toyota Connected — Built From the Ground Up
Toyota Connected engaged Call Center Power to establish their entire Customer Service organization from scratch — designing processes, selecting and implementing a contact center partner, and training 200+ agents across two sites in under six months.
- Fully operational 600-seat multi-site operation in under 6 months
- Designed 30+ service processes covering 237 individual use cases
- Facilitated 13 six-week training classes for 200+ trainees
- Led QA program with Six Sigma and LEAN defect reduction
- Operation grew 15–20% month over month, meeting all service levels
- Recognized as Toyota Connected's "Most Effective" team for 2019
$40M+
saved through contract negotiation alone
Deployment timelineUnder 6 months
Contact center seats600 — multi-site
Quality improvement+30% year over year
Call volume reduction7% fewer calls per car/year
Cost savings from reduced calls~$2M in 2nd half of 2019
Eight Core Competencies of a Center of Excellence
CCP's professional services framework covers every element of contact center operations — applied as a full engagement or targeted at specific gaps.
1
Recruiting & Staffing
2
Training
3
Quality Assurance
4
Workforce Management
5
Operations & Vendor Management
6
Tools & Technology
7
Reporting & Data Analytics
8
Culture & People Practices
Why Call Center Power
30+ Years of Contact Center Expertise — Ready to Deploy
Call Center Power was built on three decades of hands-on contact center leadership across industries, geographies, and program types. That institutional knowledge is embedded in every engagement — from the matchmaking methodology used to vet BPO partners, to the training programs built for Toyota Connected, to the QA frameworks that drove a 30% year-over-year quality improvement. CCP consultants are not generalists; they are specialists in the eight core competencies of a contact center center of excellence.
Proprietary BPO Partner Network — Vetted Over Three Decades
CCP's domestic and international outsource partner relationships have been built and tested over more than 30 years. This network is not a directory — it is a curated set of partners CCP has worked with, evaluated, and can stand behind. When CCP matches a client with a BPO partner, that recommendation is based on deep institutional knowledge of the partner's strengths, limitations, and fit for specific program types. Using CCP to connect with an outsource partner minimizes the risk and guesswork of sourcing independently.
Rapid Deployment — 600-Seat Operation Built in Under Six Months
The Toyota Connected engagement is a documented proof point: CCP deployed a capable, multi-discipline team within two weeks of engagement and stood up a fully operational 600-seat, multi-site contact center in less than six months — while the client was already six months behind schedule. CCP designed and documented over 30 primary service processes covering 237 individual use cases, facilitated 13 six-week training classes for 200+ trainees, and negotiated terms that saved the client over $40 million.
Flexible, Customizable Engagement Model
Every client and situation is different. CCP does not force clients into rigid product packages. Engagements are scoped to the actual need — whether that's a full BPO matchmaking and implementation project, a targeted QA program overhaul, a speech analytics deployment, or staff augmentation for a specific operational gap. This flexibility makes CCP applicable to both large enterprise programs and mid-market contact center buildouts.
Results-Oriented With Documented Outcomes
CCP's track record includes measurable results across multiple client engagements: nearly 30% year-over-year customer quality improvement at Toyota Connected, $2 million in savings from a 7% reduction in calls per car per year, a 15-20% month-over-month growth rate while maintaining service level expectations, and recognition as Toyota Connected's Most Effective team for 2019. Case studies are available for Toyota Connected, Arbonne, WorldStrides, and multiple other clients.
Contact Center Outsourcing & Consulting — Common Questions
How Call Center Power Compares
Evaluating contact center partners? Here is how CCP positions against other firms in the BPO consulting and outsourcing space.
TTEC
Large-scale BPO with a standardized delivery model. Strong at high-volume, commodity contact center outsourcing — less suited to complex buildouts requiring custom process design, bespoke training, or CCP-level consulting depth.
Teleperformance
Global BPO giant focused on volume and offshore cost arbitrage. Deep offshore capacity and geographic scale, but limited flexibility for mid-market clients needing hands-on consulting and boutique engagement management.
Conduent
Enterprise-focused BPO and managed services provider with broad vertical coverage. Strong in large government and healthcare programs; less accessible for organizations that need a flexible, project-oriented consulting engagement.
Alorica
High-volume outsource BPO with nearshore and offshore capacity. Well-suited for organizations primarily looking for seat-based cost reduction; CCP differentiates on consulting depth, quality management rigor, and the proprietary matchmaking model.
Other contact center solutions to explore: Looking for CCaaS technology to pair with consulting? Genesys, NICE CXone, Talkdesk, and RingCentral are leading CCaaS platforms Fibi also represents.
Ready to unleash the potential of your contact center?
Fibi evaluates Call Center Power alongside other contact center consulting, BPO, and CCaaS firms to match your organization with the right solution. Our advisory is funded by the provider — no cost to you.