Find out what's really holding your contact centre back
Get an independent view of what's working, what isn't and what to fix first, in days rather than months.
Led by Justin Tippett, one of the world’s leading call centre experts, who has run contact centres from the phones to the boardroom.
Trusted by contact centre and service leaders at
As featured on
Plus podcasts including Fear & Greed, Outsource Accelerator and Sales Revolution
Want better efficiency, better quality, or both? You can have both
Most contact centres start small and keep growing. Without the right frameworks along the way, they become a headache for everyone: agents, team leaders, managers and the organisation.
Most of the people running them were never taught how to fix that. In my experience, around three in four contact centre managers started on the phones, and many have only ever worked in one contact centre.
I show you where efficiency and quality are being lost, and the proven frameworks that turn your contact centre back into a strategic asset.
Better efficiency, without cutting corners
Better quality, without adding cost
Global best practice that applies whatever your size
A contact centre linked to your organisation's strategy
Contact centre consulting services, built around one thing done well
I don't run long reviews or sell you a transformation program. I find the issues and opportunities quickly, and tell you plainly what to do about them.
Call Centre Health Check
An independent review of your people, processes, technology and performance. Most are done in three to five days, with a prioritised plan at the end.
From $10,000 + GST · fixed quote
How the health check worksOutsourcing Health Check
Thinking about outsourcing, or not sure your outsourcer is delivering? Get an independent view before you go to market or renew.
Same approach, focused on the outsourcing decision
How the outsourcing check worksLeaders usually call me when
Confidence has dropped
Executives want an independent view of what's really happening.
It's new to you
You've inherited the contact centre and need expert insight fast.
Nobody has looked
Performance hasn't been independently checked in years.
A big decision is coming
New technology, outsourcing or a restructure is on the table.
“Justin's comprehensive initial ‘health check’ process resulted in establishing real evidence-based call centre solutions that aimed to solve our current problems.”Tim Green · Manager, Commercial Capability, Philip Morris
A consultant who has run contact centres, not just reviewed them
I've spent more than 35 years in contact centres, from the phones to senior executive roles running large-scale operations across Australia and New Zealand. Today I work with organisations in Australia and internationally.
I founded ACXPA, the professional association for contact centre and CX professionals, and I’m the architect of its tools, standards and benchmarking. So I see what's working in contact centres right now. I also chair its monthly Contact Centre Roundtable.
And I run CX Skills, a training business that specialises in call centres and has trained thousands of practitioners. So I know what it takes to deliver best practice, not just recommend it.
From first call to clear answers
A free 30-minute call
We talk through what's going on and whether a health check is the right fit.
A fixed quote
You get a clear scope and price. No hourly padding, no retainers.
Answers in days
An independent review and a prioritised plan: what to fix first, what can wait, and why.
What leaders say
“We engaged CX Consult to conduct a health check on our support operations and provide a holistic view of what we were doing well, and where we could make quick and critical improvements.”
Heather CrichtonGeneral Manager Member Success, PEXA“This ‘healthcheck’ resulted in a clear and concise report which identified the key areas of focus for us to consider making changes, as well as recommended actions prioritised on a needs/risk basis.”
Ryan O'CallaghanChief Operating Officer, Workskil Australia“This enabled us to identify and reinforce areas of strength, support business cases for improvements and to also make some immediate efficiency changes.”
Katrina ByeManager Commercial Operations and International, The GordonMore from the people behind CX Consult
ACXPA
The professional association for contact centre and CX professionals: benchmarking, standards, calculators, Roundtables and industry research.
Visit ACXPACX Skills
Practical training for contact centre and CX teams, from frontline agents to leaders.
Visit CX SkillsLet's talk about your contact centre
Book a free 30-minute call. We'll talk through what's happening and whether a health check is the right fit. No obligation.
Prefer to talk? Call 03 9492 2872, Monday to Friday, 8:30am to 5:30pm Melbourne time. Or book a call above at a time that suits you.
Or email enquiries@cxconsult.com.au
Not ready to talk? Take the free Priority Check