About Us

Contact Strategies Inc. is an independent consulting firm that has provided effective and customized solutions for more than 300 contact centres of various sizes (small, medium and large operations) at different stages of development in Canada, the US, Philippines, India, Latin America and Taiwan. Collectively, the principals have more than 50 years of contact centre experience helping clients establish or expand their centres while achieving results. Our clients include financial institutions, government agencies, outsourcers, wholesalers, retailers, insurance and utility companies. We partner with our clients to develop sound business plans and operational strategies to facilitate the launch of a new inbound or outbound sales and service centres or enhancements within an existing one.

Through these experiences, Contact Strategies has learned that to be “the best of the best” a contact centre must continually refine, develop, adapt and adopt new processes and train, coach and mentor front-line staff and their leaders to optimize productivity, increase sales and service effectiveness and deliver exceptional quality, at an affordable cost.

The depth and breadth of our practical and tactical expertise focuses on the three key components of the contact centre operation – people, process and technology, with a view to improving current state and positioning your operation for future success.

Our services include the development of business strategy, results measurements, reporting, productivity, quality, communications and change management, call and workflow analysis and processes, training, environment, scheduling, forecasting and related contact centre technology and telephony.

Additionally, Contact Strategies principals and our team members have sound general business knowledge. We start every engagement by learning about your business, your industry and your unique challenges so we are able to customize our approach, make specific recommendations and help you implement not only best practices, but also next practices that are tailored to meet the needs of your organization, the needs of your customer and the needs of your employees.