Do you have a call centre and need to improve performance? Need some new technology but not sure which way to go? Need to cut costs through automating customer enquiries and transactions? Outsource customer support or back office functions?
We are a local Australian business with all our consultants having decades of real practical experience in helping businesses meet their business objectives.
We have decades of real operational, senior contact centre management experience
We can help centres of all sizes with experience from 5 to 1500 seat operations.
We have experience across Asia-Pacific based in Melbourne and Adelaide.
Tags: Call Centre Health Checks Customer Experience Experts Cost Optimisation Customer Journey Mapping Increase Employee Engagement Outsourcing Specialists Call Centre Technology Workforce Management Contact Centre Optimisation ISO Standards Robotic Process Automation
Consultants / CX Consult
Call centres can be deceptively complex. A mismatch of technology, skills, processes and systems that can quickly become overwhelming as volumes increase, costs escalate, key personnel leave or your business wants/needs to improve the customer experience delivered by the contact centre.
And unlike other professions that have minimum standards, benchmarks and defined processes, there isn't a call centre university that everyone attends. In fact, most call centre managers started on the phones and worked their way up resulting in a range of different skill sets, experiences and outcomes.
But help is available!
CX Consult provides specialist consulting to help businesses improve their contact centre , customer support and customer experience operations. With decades of real-world practical experience, we can help you or your team with proven methodologies and processes that will result in a more efficient and effective operations that will benefit your employees, your customers and your bottom line.
Some of our popular services include:
Health checks - Get an independent assessment of your contact centre along with a clear roadmap on how you can improve your operations and the customer experience.
Optimisation - We'll show you ways to improve the efficiency of your contact centre, improve the customer experience and lower operational costs whether it's through better processes, coaching and training, technology and automation or perhaps all of them!
Technology - Whether it's a refresh of your current platforms, adding in some new technology or starting a brand new centre we can help. We are vendor agnostic ensuring you get the right outcomes for your business.
Knowledge Management - As calls become more complex and the focus on compliance has increasingly greater consequences, the need to provide agents with the right answers, at the right time is becoming more and more critical.
Call Centre Outsourcing - With decades of experience in call centre outsourcing we can help you with the entire outsourcing journey or just specific components as you need it. Whether its assessing the viability of outsourcing, optimising existing contracts, moving offshore and so on.
Strategy - If you are looking at starting a new contact centre, need some help with planning for your current one, or need some help linking call centre targets to business objectives we can help.
Learn more about our services and how we can help your business on our website or give us a call on our phone number below.
If you'd like to speak to someone directly from CX Consult, please reach out to their nominated contact below:
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