AUM Consultancy helps companies build smoother, more efficient customer and client support operations — from call centre structure to agent workflows, escalation handling, and team performance.
Build clear escalation paths so issues get to the right person fast — fewer transfers, faster resolution, happier customers.
Identify where your support flow breaks down — long queues, repeat contacts, unclear SOPs — and fix them with proven methods.
Structure your team for success — right roles, right training, right targets. Build agents who resolve confidently, not just tick boxes.
Move your customer satisfaction scores in the right direction — through better QA frameworks, coaching, and feedback loops.
Starting a support centre or reorganising one? We design the structure, workflows, and staffing model so it works from day one.
Lower handle times. Higher first-contact resolution. Better CSAT scores. Real support metrics that actually improve.
Start with a free 30-minute call. Tell us your biggest support headache and we'll tell you honestly what we can do.
Flexible engagement models — whether you need a one-time assessment or ongoing support operations advisory. Pricing on request.
Rajesh Jumani has spent 25+ years doing one thing exceptionally well: building and running customer and client support operations that perform. His experience comes from the front line — managing real support teams, handling real escalations, and driving real improvements in how companies serve their customers.
His career spans Wipro BPO, LTI Mindtree, and Infosys — where he managed support teams of up to 350+ agents, team leads, and quality analysts serving Microsoft and Google customers across Europe and the Americas. He has built support teams from scratch, reorganised struggling ones, and consistently improved the metrics that matter: CSAT, first-contact resolution, handle time, and escalation rates.
AUM Consultancy was founded to make that experience available to companies of any size. Whether you run a 10-person support team or a 200-seat call centre, the principles are the same: clear processes, well-trained agents, good quality oversight, and a culture of accountability. That's what we help you build.
We tell you what's actually wrong with your support ops — not what you want to hear. That's the only way to fix it.
CSAT. FCR. AHT. Escalation rate. We focus on the numbers that tell you if your support is actually working.
We work with your team directly — not just hand over a report. Your agents and supervisors are part of the process.
25 years on the floor of real support operations. We know what works because we've done it — at scale, under pressure.
Whether your CSAT is sliding, your agents are struggling, or you're building a support team from scratch — reach out. We respond within one business day.
jumani.rajesh@gmail.com
+91 99200 56882
Mumbai, India — serving clients globally
IST, GMT, EST — flexible for your time zone
Within 24 hours on business days