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 started their contact centrecontact center careers at a BPO called ResQ, where they were taught exceptionally high standards: you had to deliver better results than the in-house teams of your clients.
Fifteen years later, after attending a Five9 conference in Vegas, Alex discovered something surprising, a small UK-based contact centrecontact center called Yopa was achieving more with Five9 than US giants like FedEx and Alaskan Airlines.
He came back to the UK, told Andy, and together they registered AL Performance on the 17th of October 2022 as equal owners. The mission: to become the go-to Five9 consultancy for performance excellence.
"To become the most trusted, systemised, and people-centred performance consultancy in the contact-centrecontact-center ecosystem."
With extensive experience in outbound sales and contact centrecontact center operations, Alex brings deep expertise in campaign strategy, dialler optimisationdialer optimization, and Five9 platform management. He discovered the opportunity at a Five9 conference in Vegas and has been driving AL Performance's vision ever since.
Andrew's background spans contact centrecontact center technology, operational strategy, and data-driven performance management. He specialises in platform architecture, CRM integration, and building the tools and systems that make contact centrescontact centers run efficiently.
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We built AL Performance to be the best at what we do, not to follow outdated industry norms.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.
We'd love to hear about your contact centrecontact center and explore how we can help.