Build or fix your contact centre — with an operator who’s done it.
Whether you’re standing up a contact centre from scratch or fixing one that underperforms, Quantara brings 22+ years of hands-on leadership — including a national-scale launch — to lift performance, cut cost and improve customer experience. UAE-based, delivered remotely worldwide.
✓ Free consultation ✓ No obligation ✓ UAE-based, delivered worldwide
A contact centre is easy to start and hard to get right.
The difference between a cost centre and a growth engine is in the design and discipline.
Setting up from scratch is risky
Get the model, tools or KPIs wrong and you pay for it for years.
High cost, low experience
An underperforming centre burns budget while frustrating customers.
No clear KPIs or visibility
Without the right metrics, you can’t see what to fix or how you’re doing.
End-to-end — from setup to optimization.
Process & Operating Model
The right structure, workflows and roles for your scale.
KPI Design & Dashboards
Metrics that actually drive performance and visibility.
Channel & Journey Optimization
Voice, chat, WhatsApp and email working together, not in silos.
Workforce Planning
Right people, right shifts, right capacity.
Automation Opportunities
Where AI and self-service cut cost without hurting CX.
QA & Performance
Quality frameworks that lift consistency over time.
The Contact Center Operations Optimization Review.
A structured, senior-led assessment of your entire operation across three lenses — technical, data and process — applying Six Sigma methodologies to ensure efficiency and deliver measurable cost optimization and reduction.
Technical Analysis
Is your technology working for the operation — or against it?
- Channel & platform stack review (voice, WhatsApp, chat, email, social)
- IVR, routing & queue design assessment
- Automation & AI opportunity mapping
- Integration and tooling gap analysis
Data Analysis
Can you see your operation clearly enough to manage it?
- KPI framework review & redesign (SLA, AHT, FCR, CSAT, cost per contact)
- Reporting & dashboard audit
- Quality & sentiment visibility assessment
- Contact-volume and root-cause pattern analysis (DMAIC-driven)
Process Analysis
Is every contact handled the most efficient way it could be?
- Customer journey & workflow mapping
- Workforce model & scheduling review
- Escalation, complaint & SOP assessment
- Waste elimination & deflection opportunities (Lean Six Sigma)
Consultancy credentials behind the review
This is specialist consultancy, not a generic checklist. The assessment is led by ISO 18295-certified contact-centre expertise (the international standard for customer contact centres), applies Six Sigma methodologies (DMAIC, root-cause analysis, waste elimination), and is benchmarked against the Global Star Rating System for Services (7-star) standards used to rate the UAE's best service centres. You receive an executive findings report, a KPI redesign, an automation opportunity map ranked by ROI, and a 90-day cost-optimization roadmap with quantified savings targets.
Book the free scoping call ← Back to Quantara AI — all services
A clear path to a better contact centre.
Assess
We review your current state, costs, KPIs and customer journey.
Design
We define the model, metrics and improvements.
Implement
We help put changes in place with your team.
Optimize
We measure, refine and embed continuous improvement.
Senior contact-centre leadership, on demand.
Done it for real
22+ years leading contact centres, including a national-scale launch.
End-to-end
From greenfield setup to fixing an underperforming operation.
Cost + CX balance
We cut cost without sacrificing the customer experience.
Lower cost, higher performance, better CX.
Bring in senior contact-centre leadership without a senior full-time hire.
Questions, answered.
Is this for new setups or existing centres?+
Both — we set up new contact centres and optimise existing ones.
Do you work remotely or on-site?+
Primarily remotely, with on-site possible by arrangement. We deliver worldwide.
How do you measure improvement?+
Against clear KPIs we agree up front — response, resolution, cost and customer satisfaction.
Do you work with businesses outside the UAE?+
Yes. Quantara is UAE-based and delivers contact-centre consulting remotely worldwide.
Build or fix your contact centre the right way.
Book a free, no-obligation review and get a senior, practical assessment of your next steps.