Gautham C.
Contact Center Operations Consultant And Speaker
Professional Value
Gautham is a contact centre operations consultant who helps Indian contact centre directors maximise operating income, meet SLAs and boost employee retention. He delivered a 22% operating income increase and halved training‑to‑production time from 90 to 45 days. His programmes span agents to senior leaders across mid‑size Indian contact centres handling over 1 million calls monthly.
Executive Profile
Every organisation will have a customer-facing end. That is what I believe in, and call centres are going to change the way we conduct business, if not already, as we know it.
My training work has revolved around improving performance across contact centres in India. Performance improvement is attained through focus on three important factors:
- Increasing and sustaining operating income
- Meeting SLAs
- Increasing retention of employees
My movement into the training stream has been a concentrated one. While I do believe that training can change an organisation by improving performance levels, I am also concerned about the lack of interest shown by organisations in investing in their greatest asset, their employees.
I have helped call centres in understanding their market opportunities and harnessing their potential to the maximum limit. Thereby, organisations have realised a good return on their investment through my training programmes.
From agents to directors, training can affect people in increasing their performance levels.
Core Competencies
Call Centre Related
Gautham has expertise in call centre operations, with a focus on performance improvement through increasing operating income, meeting SLAs, and enhancing employee retention.
He has achieved significant results, including a 22% operating income increase and a reduction in training-to-production acclimatization period from 90 to 45 days.
Customer Care, Service
Gautham is skilled in customer care and service, with an emphasis on understanding client needs and concerns.
He has partnered with clients to identify performance measures, customized training curricula, and conducted change management sessions to ensure seamless program implementation.
Customer Experience Management
Gautham has experience in customer experience management, focusing on improving performance levels across contact centres.
He has helped organisations realise a good return on investment through his training programmes, with a concentration on increasing retention of employees and meeting client SLAs.