Outsourcing & Contact Center Enablement

Scale service operations without scaling chaos.

We help you build contact center and outsourced service environments that actually work at volume: integrated systems, trained teams, and quality built into the process from day one.

SLA+ Performance-first setup
Omnichannel Multi-channel ready
Integrated CRM, ticketing, QA built in
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The Problem

Contact centers do not fail because of bad people. They fail because of bad systems.

As service volume scales, fragmented tools force agents to switch between five screens to answer one simple question. Quality assurance runs on gut feel. Outsourced teams operate disconnected from your standards, your knowledge base, and your data.

Escalations stall because no one owns them. Customers feel it, CSAT drops, and your best agents start leaving because the environment is too chaotic to do good work in.

The organisations with consistently high service quality do not just hire better people. They build environments where good service is the path of least resistance.

Vector illustration of outsourcing and contact center enablement
What We Deliver

We build the systems behind reliable service at scale.

We design and deploy the systems, processes, and quality frameworks that make your contact center perform reliably: at real volume.

Architecture

Contact Center Architecture

Design the right channel mix, routing logic, and technology stack for your volume, SLAs, and team structure.

Integration

Systems Integration

Connect your CRM, helpdesk, telephony, and reporting tools so agents work from one place: one interface, not five tabs.

Quality

QA & Performance Frameworks

Structured quality scoring, feedback loops, and coaching workflows that drive consistent agent performance.

Enablement

Outsourced Team Enablement

Onboarding, SOPs, and tool access for third-party teams so they operate to the same standard as internal staff.

Analytics

Ops Analytics & Reporting

Real-time dashboards tracking queue health, SLA compliance, CSAT trends, and agent-level productivity.

By The Numbers

Service quality at scale is a systems outcome, not a people outcome.

When the environment is right, agents perform better, turnover drops, and CSAT rises. These are the metrics that matter most in a well-structured contact center.

6–8 weeks To first CSAT improvement Typical time from go-live to measurable FCR gains
Omnichannel Single unified agent view CRM, helpdesk, telephony and KB connected
Day one QA framework active Scoring and coaching built into the deployment
How It Works

A structured path from service chaos to controlled scale.

01

Current State Assessment

Audit existing tools, team structure, SLAs, and escalation paths to identify gaps before designing anything new.

02

Architecture Design

Define the target-state platform, integration map, and QA framework. Includes technology selection support.

03

Deployment & Onboarding

Stand up the environment, integrate systems, and onboard agents internal and outsourced to the new standard.

04

Live Monitoring

Ongoing retainer covering QA reviews, reporting, system maintenance, and continuous improvement cycles.

Why Project 67

We know what breaks when service operations scale.

We have built and fixed contact center environments across e-commerce, financial services, telco, and healthcare. We know what breaks at scale, and we have already solved it.

We work with your existing platforms

Salesforce, Zendesk, Freshdesk, Genesys, Twilio: we integrate with what you already have, not what we prefer.

QA built into the process, not bolted on

Quality frameworks run alongside operations from day one: embedded from day one, not added as an afterthought.

We handle outsourced team enablement

Third-party teams are onboarded to your standards, with full system access, SOPs, and performance monitoring built in.

Metrics that drive decisions

Dashboards built for operations managers and senior leadership, showing what is happening and what needs to change.

What Changes

Your service team is already working hard. Give them the environment to work well.

When agents have a unified view, structured processes, and real-time feedback, the quality of service they deliver rises naturally. Leadership gains confidence, customers feel it, and your operation stops firefighting.

“Good service is a systems problem as much as a people problem. Let’s fix the system.”
Get Started

Book a free 30-minute Contact Center Assessment.

We will review your current platform setup, team structure, and QA approach, then identify your three biggest performance gaps.

Book your free consultation

Tell us where your service operations are getting stuck.


Frequently Asked Questions

Straight answers before we start.

Yes. We integrate with Salesforce, HubSpot, Zendesk, Freshdesk, Genesys, Twilio, and most major platforms. We design around what you have.

Absolutely. This is one of the most common scenarios we handle. We design system access, SOPs, QA frameworks, and reporting for outsourced teams.

We implement QA frameworks that run alongside existing operations: calibration sessions and coaching loops built into current rhythms. No big-bang rollouts.

From 10-agent internal support teams to multi-site outsourced operations with hundreds of agents. The approach scales.

No. We focus on systems, processes, and technology enablement. We can coordinate with your HR or BPO partner, but headcount sits outside our scope.

Multi-language queues, regional routing rules, and localised knowledge bases are configured from the start, not added as an afterthought.

Most clients see measurable improvement in first-contact resolution within six to eight weeks of go-live. CSAT typically follows two to three months later.

Yes. We manage migration planning, data transfer, integration rebuild, and agent retraining so transitions happen without SLA disruption.

Dashboards covering queue depth, first-contact resolution, average handle time, CSAT trends, agent productivity, SLA compliance, and escalation rates.

We design queue management rules and overflow routing into the architecture from the start so unexpected volume spikes are handled by the system, not by manual reassignment.