Call Centre Consultants in Australia
Why Engaging a Call Centre Optimisation Expert is Good for Business!
The modern contact centre is a complex operation combining people skills, technology, resources management, customer management, financial management and more to be successful.
Unfortunately, no contact centre university can equip managers with all the necessary skills to run efficient contact centre operations, meaning many contact centres are not running as efficiently or effectively as they could be.
Monthly Call Centre Rankings suggest that many call centres in Australia are struggling with both the quality of the service provided and the efficiency of the operations, with long wait times, poor IVR menus, and inconsistent messaging common issues.
The good news is that help is available!
Engaging a call centre consultant in Australia can help you optimise your contact centre operations, improving the level of service provided to your customers and reducing your business's operational costs.
What Call Centre Consultants Help With
Whether you have a small call centre or a contact centre that has thousands of agents, engaging a specialist call centre consultant can help with optimising your contact centre across a range of different disciplines, including:
- Strategy
- Reporting
- Key Performance Indicators
- Quality
- Performance
- Knowledge Management
- Employee Engagement
- Processes
- Technology
Like a finely tuned car, a contact centre requires all the components to work together to be the most effective.
Call Centre consultants are experts who can help you improve your contact centre operations in any or all of the various components.
How Much Call Centre Consultants Cost in Australia
There is a wide range of options when it comes to engaging a call centre consultant to help your call centre operations in Australia.
As a general rule, the more experienced the call centre consultant, the higher the daily rate, varying from $600 per day for consultants just starting their journey to rates in excess of $8k per day for call centre consulting firms.
While this is not always the case, highly experienced call centre consultants typically need to consult for less time to deliver results, so whilst the daily rate may be higher, you could engage them for less time.
How to Choose a Call Centre Consultant in Australia
If you are thinking about engaging a call centre consult in Australia, some questions you could ask include:
- What roles have you worked in a contact centre?
- What’s the most senior role you’ve had in a contact centre?
- How many years have you worked in an operational contact centre?
- What was the size of the contact centres you have worked in?
- What do you believe is critical to running a successful contact centre?
- What sector is your contact centre experience predominately based in (either industry or public or private sectors)?
- How many years have you been specifically consulting in contact centres?
- Are you actively involved in the contact centre industry?
- Can you provide customer testimonials or referees?
Resources to Learn More About Call Centres in Australia
The Australian Customer Experience Professionals Association (ACXPA) has a range of resources to help contact centre professionals, including:
- Industry Glossary that explains the majority of call centre functions and tools.
- Contact Centre Managers Roundtables with local and international contact centre experts.
- A range of contact centre resources you can download, including Erlang Calculators.
- Private support groups for contact centre managers.
- ACXPA Member Bites - short videos to help educate contact centre professionals on best practices.
- Articles for contact centre managers, contact centre team leaders and contact centre employees.
- Free Contact Centre Technology Guide (no email required)
Search Call Centre Consultants in Australia
Simply reach out to the specialist call centre consultants below or use the search filters to display consultants with other skills including call centre health checks and call centre technology.
