Contact Center & BPO Consulting
Call Center Consultants Who Find Your Best-Fit Partner
We assess your contact center needs, then match you with vetted BPO partners from our network. Partner selection is typically at no cost to you.
- 20+ years of contact center and BPO executive experience
- Vetted onshore, nearshore, offshore and hybrid partners
- 20–30% cost savings compared with an in-house team
Client experience includes Humana, Blue Cross/Blue Shield, Discover, Ameriprise and FEMA.
Prefer to talk? Call 952-929-0929
Talk with a contact center consultant
Tell us about your program. We'll review your needs and follow up with next steps.
Why companies bring us in
Independent advice, not a sales pitch
We do not run call center floors. We assess your business and recommend the partner that fits your goals, culture and brand.
Usually no cost to you
Partner selection is typically delivered at no cost to the buyer. The fee is paid by the partner we place.
Lower cost than in-house
Outsourcing with the right partner can save 20–30% versus keeping the team in-house, with no big upfront tech spend.
HIPAA and PCI know-how
We source partners and technology that meet HIPAA and PCI-DSS requirements for regulated programs.
A vetted partner network
Onshore, nearshore, offshore and hybrid options across phone, email, chat, social, help desk and customer care.
Support through the whole deal
RFI and RFP creation, vendor questions, site visit audits and negotiation support until the contract is signed.
What our consulting covers
The Connected Hive was founded by Tim Austrums after 20 years of executive leadership in the BPO and contact center industry. He has led programs for healthcare, financial services, retail and government buyers, and negotiated multi-million dollar client and vendor relationships.
Engagements scale to your need. That can be a few hours or a single day, a consultant on site for weeks or months, or ongoing advisory as your program grows.
- Full needs assessment and analysis before any partner is recommended
- Partner selection and vetting for customer care, sales and acquisition programs
- Onshore, nearshore, offshore and hybrid sourcing models
- BPO advisory for customer support, technical help desk, data entry, finance and accounting, and HR
- CX consulting: agent process and system audits, cost-reduction analysis
- Technology sourcing and implementation: AI, chatbots, IVR, WFM, workforce optimization, CCaaS
- RFI and RFP creation, vendor questions, site visit audits, negotiation support
- Disaster recovery and business continuity planning for contact center operations
- Training and education materials for your supervisors, QA team and managers
Experience you can check
“I've had the pleasure of working closely with Tim for years, across many verticles and industries, including preparing and presenting winning RFPs, designing and implementing business process solutions, building lasting relationships and networking industry events all over the country. I've seen his unique abilities to bring strategic solutions and align the right partners to accomplish any initiative. His focus on organizational culture and core values when consulting and crafting customized proposals promote results better described as network expansion versus traditional outsourcing. Ethics, fairness and transparency guide his approach in each situation. Tim drives success, defined by meaningful metrics, bringing calibrated measurement to all involved stakeholders.”
“Tim is an expert in strategic thinking, relationship management and sales. His network of contact centers & experts in the industry make him an invaluable resource for anyone he works with. I knew him before he started his own business. It's been amazing to see him start his own firm to help his clients. He is passionate about enriching his clientele but also his connections in his network. He always strives to add value and perspective through industry research and well thought out responses. His consultative approach will make you rethink and consider business decisions to make the greatest impact on financials and ROI. I highly recommend him as an expert in Contact Center Outsourcing: & management, as well as a strategic consultant to optimize organizational efficiencies. He truly is a 'Connected Hive' of insight and information!”
“I've had a professional relationship with Tim for almost 20 years started beginning while in his role at The Connection. He managed our business partnership successfully, overseeing and growing our portfolio of services including, IB DTC Sales, Customer Service, and Lead Generation. As a challenging, seasonal client with unique business requirements, Tim was always innovative, flexible, and fair in creating solutions that provided cost effective programs for our changing business needs. I have continued to rely on Tim as an extremely talented and knowledgeable subject expert in the Contact Center Industry. His openness, reliability, and integrity have resulted in a lasting professional and personal relationship that has been invaluable resource for me and our business.”
How the process works
Tell us about your program
Share your channels, volumes, goals and any compliance needs. We listen first and ask questions.
We assess and shortlist
We review your needs holistically, then hand-select fitting partners or technology from our vetted network.
We help you decide and negotiate
We support RFIs and RFPs, site visit audits, vendor questions and negotiation so the contract works for you.
Frequently asked questions
What does your consulting cost?
Partner selection and vetting is typically delivered at no cost to the buyer. The fee is paid by the partner we place. For other consulting work, we scope the engagement with you first.
Do you run your own call center?
No. We are an independent advisor and broker. We do not operate call center floors or employ agents, so our recommendation is based on fit, not filling our own seats.
What will outsourcing cost per hour?
Typical partner pricing runs $8–$35 per agent-hour depending on location, program complexity and volume. Your quote depends on those details.
Can you help with HIPAA or PCI programs?
Yes. We have HIPAA and PCI-DSS compliance expertise and source partners and technology that meet those requirements.
Do you work with smaller companies?
Yes. We work with small and medium-sized enterprises as well as large corporations, for ongoing programs and shorter-term campaigns.
Do you only source offshore partners?
No. We source onshore US-based, nearshore, offshore and hybrid models, and we help you weigh cost against proximity, culture and scheduling.
Get an honest read on your contact center options
Tell us what you need. We'll assess your program and point you to the partner or technology that fits your goals, budget and compliance rules.
- 20+ years of contact center and BPO executive experience
- Vetted onshore, nearshore, offshore and hybrid partners
- 20–30% cost savings compared with an in-house team
Prefer to talk? Call 952-929-0929