Jay Minnucci
Harleysville, PA 19438
Office: 267-733-8778
I have over forty years of experience in the call center industry. Seventeen of these years were spent managing/leading a call center and for 24+ years I have been employed as a leading consultant in the industry. I have completed consulting assignments for over 100 clients in more than a dozen countries, written over 100 articles on call center best practices, trained over 1000 managers and spoken at dozens of conferences. I've worked on a number of cases involving call center clients and outsourcers and have reviewed/analyzed dozens of contracts in the call center outsourcing industry. I've worked as an expert witness on eight cases, having been deposed six times. I've testified before a judge, a state appeals board, and in federal court.
My specific areas of expertise include:
- hiring, training, retention and attrition of call center agents and supervisors/managers
- call center best practices and performance standards
- forecasting, staffing and scheduling for a call center
- IVR and call routing design
- technology features, standards and governance
- all facets of call center outsourcing, including contracting, operations, best practices, billing/invoicing, technology management and client communication
I have worked with clients in virtually every industry. Most of my experience is with inbound operations (service, sales, tech support, etc.) but I also have a strong knowledge of outbound calling practices and back office operations that are common to most call centers.
- Call Centers
- Q: Please list any teaching or speaking experience you have had, including subject matter:
- A: Have provided education to over 1000 call center professionals and have spoken at more than a dozen industry conferences
- Q: On how many occasions have you been retained as an expert?
- A: Eight
- Q: For what area(s) of expertise have you been retained as an expert?
- A: Call center operations, Call center technology, Call center intellectual property, Outsourcing
- Q: In what percentage of your cases were you retained by the plaintiff?
- A: 50%
- Q: In what percentage of your cases were you retained by the defendant?
- A: 50%
- Q: On how many occasions have you had your deposition taken?
- A: Five
- Q: When was the last time you had your deposition taken?
- A: April 2025
- Q: On how many occasions have you been qualified by a court to give expert testimony?
- A: Once
- Q: On how many occasions have you testified as an expert in court or before an arbitrator?
- A: Twice
- Q: For how many years have you worked with the legal industry as an expert?
- A: Twelve
- Q: What services do you offer? (E.g.: consulting, testing, reports, site inspections etc.)
- A: Consulting, research, analytics, reports, depositions, testimony
- Q: What is your hourly rate to consult with an attorney?
- A: No charge until retained
- Q: What is your hourly rate to review documents?
- A: $450
- Q: What is your hourly rate to provide deposition testimony?
- A: $450
- Q: What is your hourly rate to provide testimony at trial?
- A: $450
- Q: Please list any fees other than those stated above (E.g.: travel expenses, copy fees, etc.)
- A: Travel expenses
Available Upon Request