Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
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Voyage Advisory LLC, UEI E7UEKCRTWL8, small business, incorporated Delaware 2018. What we do for federal agencies, four past performance summaries, and the NAICS codes to contract under.
Federal agencies spend $20B a year on contact centers, field 10-20% more calls than commercial ones, and resolve 60-70% on first contact against 80-90%.
Operating model, service experience and transformation discipline across P&C, workers compensation, life and annuities, specialty and health.
A framework for reworking customer experience across retail, financial services, insurance and utilities: where AI personalization pays, where omnichannel breaks, and the seven steps between a maturity assessment and a service recovery loop.
Voyage Business Services exists because clients kept asking for the same thing: a BPO arrangement where somebody who answers to them stays in the room. The six-step model, the service scope, and what it has delivered.
The eight areas a Voyage service operations assessment covers, from workforce planning to telephony and unit cost, with three engagements it has run: 30M calls a year across six sites, a 4,000-FTE quality transformation, and a 400-agent sales effectiveness build.
