ALP's destination is to become the most trusted, systemised, and people-centred performance consultancy in the contact-centrecontact-center ecosystem.
Andy and Alex both cut their teeth at ResQ, a UK-based BPO where the standard was uncompromising: an outsourced team was expected to outperform the client's own in-house operation, every time. That discipline still shapes how they approach performance today.
Fifteen years on, at a Five9 conference in Las Vegas, Alex saw first-hand how much of a difference expert platform management could make. The strongest results came down not to budget or headcount, but to how carefully Five9 was configured, run and continuously improved.
Alex brought that insight back to the UK, and on 17 October 2022 he and Andy founded AL Performance as equal partners, with a single mission: to become the contact-centrecontact-center industry's go-to Five9 consultancy for performance excellence.
"To become the most trusted, systemised, and people-centred performance consultancy in the contact-centrecontact-center ecosystem."
Alex leads on campaign strategy, dialler optimisationdialer optimization and Five9 platform management, built on years of hands-on experience in outbound sales and contact centrecontact center operations. It was his insight at a Five9 conference that set AL Performance in motion, and he continues to shape its direction today.
Andrew's expertise spans contact centrecontact center technology, operational strategy and data-driven performance management. He specialises in platform architecture, CRM integration and the tools and systems that help contact centrescontact centers run at their best.
We don't wait for problems. We continuously analyseanalyze your campaigns, IVRs and agent performance to find improvements before you even know they're needed.
We work alongside your team, not above them. Our consultants know your agents by name, your campaigns inside out, and your business goals intimately.
Every recommendation is backed by data. From daily end-of-day reports to weekly performance packs, we give you the insight to make confident decisions.
We measure ourselves on your results: more connections, better conversions, happier customers. Not hours logged or tickets closed.
We built AL Performance to be the best at what we do, not to follow outdated industry norms. These 8 principles drive everything.
We care about our people, our clients, and our work. We act with empathy, take pride in what we do, and expect the same commitment in return.
Everyone knows what good looks like and takes ownership of outcomes. We set clear expectations, deliver on commitments, and hold ourselves responsible.
We act before being asked, treating every client's business as our own. Anticipation and initiative define how we work.
We improve through curiosity, feedback, and reflection. Every experience is a lesson, we adapt, evolve, and bend the tree when growth requires flexibility.
We pursue growth with integrity, professionalism, and care. We stretch beyond our comfort zones while supporting those around us to do the same.
Sustainable excellence beats short bursts of effort. We value reliability and discipline, building momentum through steady, repeatable performance.
We give feedback from a place of support. Honesty and care coexist, we speak up quickly, directly, and constructively so everyone can grow.
We work with capable, curious people who lift each other up. Collaboration means accountability shared, not responsibility avoided.
ALP delivers consistent, proactive, and transparent service. We anticipate needs, solve problems before they escalate, and act as an extension of each client's operation.
Clients can rely on us for responsive, accurate, and dependable solutions that make complex systems simple and effective.
The free health check takes two minutes and every submission is reviewed by our consultants.
We'd love to hear about your contact centrecontact center and explore how we can help.