Caulfield ConsultingThe Contact Center and AI Readiness Audit
A fixed-fee assessment that shows you where the money is going, what AI can actually do in your operation, and what to fix first.
Most contact centers are sitting on savings they cannot see and AI opportunities they cannot sequence. The Readiness Audit is a short, structured engagement that replaces opinions with evidence: a findings report, a prioritized roadmap, and a savings estimate you can take to your CFO.
What the audit examines
- Contact drivers. Why customers contact you, in what volume, through which channels, and which contacts should never happen at all.
- AI and automation readiness. Which contact types are ready for automation or agent assist today, what your current tools (and the tools vendors are pitching you) can realistically deliver, and where automation would hurt more than help.
- Workforce management. Forecasting, scheduling, and capacity practices, and the gap between the staff you schedule and the demand you actually face.
- Quality and voice of the customer. QA coverage, CSAT and NPS measurement, and whether your quality data predicts anything or just fills reports.
- Vendor and partner footprint. What your BPO partners deliver per dollar, how their scorecards and pricing models are structured, and where the leverage is.
- Cost-to-serve. Your true cost per contact by channel and contact type, and the specific drivers inflating it.
What you receive
- Findings report. A plain-language assessment of your operation across all six areas, with the evidence behind each finding.
- Savings estimate. A quantified estimate of the savings available, built from your own contact, staffing, and vendor data. For reference, programs built on assessments like this one have delivered $34M+ in documented savings in Angel Aleman's own operations.
- Prioritized roadmap. The fixes and AI deployments sequenced by impact and effort, with owners, milestones, and the metrics each one should move.
- Executive readout. A working session with you and your leadership team to walk through the findings, the numbers, and the recommended sequence, and to answer hard questions directly.
How the engagement runs
The audit is a fixed-fee engagement with a defined scope and a defined timeline, agreed before work begins. It starts with a short scoping call to confirm the operation's size, data access, and objectives; the fee is set on that call and does not change. The work itself is principal-led: Angel Aleman performs the assessment personally, working from your data and structured interviews with your team. At the end you own the findings, the roadmap, and the savings estimate, whether or not you engage Caulfield Consulting for the implementation.
Start here
If you are under pressure to cut cost-to-serve, defend an AI budget, or fix a partner network, the audit is the fastest way to know exactly where you stand.