SPS Contact helps operations leaders deploy practical AI for customer operations—reducing manual work, improving customer experience, and building repeatable workflows that scale.
SP&S Contact Services works with CEOs, COOs, CX leaders, and CIOs to improve conversion, productivity, quality, and compliance across complex contact center environments especially healthcare and regulated industries.
Operator-led consulting backed by 25+ years running multi-state, multi-site operations, P&L ownership, and measurable revenue/EBITDA impact.
Recent Success:
- $78.75M revenue delivered with ~10% EBITDA growth through workforce optimization and omnichannel, AI driven enhancements.
- 79% referral-to-scheduled conversion across 542,929 referrals; 2.95M annual calls supported.
- Productivity improved from 12 to 20 appointments scheduled per FTE/day without adding staff; error rate reduced to 0.70%
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Based in Atlanta, GA. National delivery. Comfortable operating in regulated, multi-state environments.
1) Contact Center Performance Assessment (2–4 weeks)
A rapid, independent diagnostic of people, process, technology, and KPIs—ending with an executive readout and a prioritized improvement roadmap tied to measurable outcomes.
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2) Turnaround & Performance Stabilization (30–90 days)
If service levels, quality, staffing, or costs are off-track, we stabilize performance quickly with an operating cadence, workforce controls, QA calibration, and leader accountability—then build a sustainable operating model.
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3) AI Roadmap for Customer Care (4–8 weeks)
A practical, sequenced plan for AI in your Contact Center (use cases, data readiness, governance, change management, and KPI targets) that connects technology to business value and adoption in the frontline.
Build an AI Roadmap
Mike will help you transition to Artificial Intelligence in your business. Natural Language, Speech analytics, and Chat bots will continue to penetrate the lives of consumers and businesses that serve them. Integration of AI into all business applications will grow exponentially but you must act now.
We will help you navigate this new frontier of technology that can completely change the way you serve your internal and external customers. You cannot afford to miss on this important technology.
What we do best:
- Executing and driving consistent best practices for multiple clients in any size business
- Customer Service improvement and Execution on KPI’s in omni-channel environments
- Direct to Consumer Marketing, Sales and Customer Retention
- Building High-performing work cultures and Employee attrition reduction
- Call center technical expertise in evaluation and implementation of all hardware/software
- Management of Bilingual lines of business
- Strategic and Tactical Business Planning and Growth
- P&L and Budget Management for multiple Lines of Business and locations to $100M
- Consumer Marketing and Data Analytics based performance improvement
- RFP preparation, business proposals, and C-level presentations
- Vendor Management
Contact Center consulting and management providing assessment, planning, and implementation services to optimize mission-critical resources – people, process, and technology.
- Strategic and tactical goal development and implementation for Direct to Consumer Marketing and Sales
- Hiring, Training and key employee reviews to ensure teams are staffed with high performing individuals.
- Hands on management of BPO/ On-Shore/Near Shore and Off-Shore Contact Center Operations including Call Center vendor selection and management. Assistance with site location, market analysis, contract negotiations, RFP preparation, and C-level presentations.