CONTACT CENTRE OPERATIONAL CONSULTANT
Stop Buying Recommendations. Start Removing Constraints.
Most contact centre consulting firms operate from the outside in. They interview your executives, audit your surface metrics, and hand you a slide deck of generic best practices. You pay for the recommendations, but six months later, your metrics have reverted, your team is exhausted from the disruption, and the structural problem remains untouched.
I don't deliver theoretical models. I am an operational practitioner.
Breaking The Loop exists to find the structural design failures inside your operation that your dashboards are hiding, and build the internal capability to remove them. No bloated project teams. No dependency. No generic advice that evaporates when the engagement ends.
How We Work Together
There are three ways to inject this structural diagnostic capability into your operation, depending on the speed and scale of the problem you need to solve.
1. Self-Directed Intervention Toolkits
For the operational leader who wants the exact blueprints to diagnose and fix the system themselves. These are structured, evidence-gated frameworks built around your own real-time operational data. You run the pilot inside your own team, at your own pace.
2. Retained Structural Advisory
For operations directors and senior leaders navigating complex, multi-constraint problems who need an expert back-channel. This is a monthly engagement where you get direct access to me to challenge your diagnostic thinking, pressure-test your evidence, and structure your internal business cases before you take them to the board.
3. Directed Consulting Engagements
For operations actively drowning in a specific performance failure—whether it is a broken AI rollout, runaway failure demand, or a severe CSAT/Complaints disconnect. This is a highly focused, project-based structural diagnosis. We map the real end-to-end work, locate the precise constraint, and build the controlled pilot to remove it.
Built Inside Real Operations
You do not need another consultant who learned contact centres from a textbook. You need someone who has carried the same performance targets you are carrying right now.
I have spent over 15 years inside high-stakes contact centre and claims operations across the UK and Canada. I am a Prosci-certified change management practitioner, but my foundational approach applies John Seddon’s Vanguard Method of systems thinking to the exact problems that standard coaching and "people-focused" interventions cannot reach.
The proof isn't a methodology deck. It is operational:
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FCR improved from 9% to 21% after a single structural redesign.
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9,000 fewer inbound contacts per month by explicitly removing failure demand.
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Headcount safely reduced from 36 to 19 FTE while maintaining all core KPIs.
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25% absolute reduction in systemic failure demand.
The coaching your team is doing is correct. The system it is running inside is not. Once you change the structure, the numbers naturally follow.
Book Your Structural Triage Call
If you are dealing with a performance gap that won't close despite your best efforts, the first step is proving whether the problem is structural.
This is a 30-minute operational triage call. No sales pitch, no generic slide decks. We will map the specific symptom you are seeing, how long it has been running, and what interventions you have already tried. If the constraint is structural, we will define exactly which of the three paths above is the right fit to remove it.
Choose a time on the calendar below to lock in your diagnostic.
A 30-minute diagnostic to confirm whether your problem is structural and what to do next.
30 min
97 Canadian dollars1 hr
297 Canadian dollars1 hr 30 min
297 Canadian dollars