Independent Call Centre Health Checks That Deliver Results
I help you uncover what’s working, fix what’s not, and give you a clear, no-fluff roadmap to improve your contact centre performance.
Book a Free ConsultationContact Centres Are Critical - But Often Underperforming
Contact centres today manage everything from customer enquiries and complaints to technical support and sales. But while their role has evolved, most contact centres haven’t kept up.
- 📉 Teams are answering calls but missing business goals.
- 🔄 Leaders often lack visibility into what's really happening day to day.
- 🧩 Many managers inherited the contact centre without deep CX or operational expertise.
- 📊 Critical decisions are made without benchmarking or best-practice input.
With decades of real-world leadership and assessment experience, I’ll help you identify what’s working, uncover where you’re falling short, and give you a clear, practical roadmap to get back on track.
What You’ll Get From a Call Centre Health Check
✅ Independent Review
Get a fresh set of expert eyes on your operations — no bias, no internal politics.
✅ Clear Roadmap
Walk away with a structured action plan to improve performance and results.
✅ Operational Insights
Identify what’s working, what’s not, and where you're leaking time or money.
✅ Benchmarking
Understand how your centre stacks up against industry norms and best practices.
✅ Expert Guidance
Tap into decades of real-world experience — from the phones to the boardroom.
✅ Leadership Support
Provide senior execs with the confidence and clarity to back key decisions.
Who Typically Engages Me (and Why)
I’m often brought in when organisations are facing uncertainty about their contact centre’s performance or leadership. The most common scenarios I see include:
- 🧭 The senior exec team has lost confidence in the contact centre and wants clarity on what’s really happening.
- 🧩 A non-CX leader has inherited the channel and needs expert support and insight fast.
- 🔁 There’s been no change in leadership for years — and no independent view on performance.
- 💼 Outsourcing is on the table and leadership wants to assess internal performance and/or viability first.
- 🤝 Executives want to support the contact centre manager with coaching, benchmarking and a roadmap for improvement.
These aren’t the only reasons, of course — but they’re the ones I come across most often.
Why My Health Checks Are Different
I’m not a career consultant. I’ve spent over three decades working in contact centre operations across both the public and private sector — including senior executive roles at several large-scale operations.
I’ve judged contact centres internationally, chair monthly industry roundtables, and lead the Australian Customer Experience Professionals Association (ACXPA). That breadth of experience means I stay closely connected to what’s working (and what’s not) in real-world contact centres.
✅ I work fast — most assessments take just a few days, not months.
✅ No fluff. You get real insights, not 100-page reports filled with jargon.
✅ I won’t try to sell you add-ons, tech, or ongoing consulting retainers.
✅ My advice is independent, experience-backed, and focused on outcomes.
If you're after clarity, direction and practical answers — not just analysis — I can help.
How Much Does a Health Check Cost?
When you engage someone with decades of experience, it’s not unusual to pay anywhere between $800 and $5,000 per day — and that’s before the consultants start selling you workshops, frameworks, or long-term retainers.
I don’t work like that. Most of the contact centre health checks I deliver are completed in just a few days, and are typically around the $10,000 + GST mark.
Once I understand what you need, I’ll give you a clear, fixed quote — no surprises, no time-padding, and flexible payment options if required.
You’re paying for expertise — not hours — and I’ll make sure it’s time well spent.
The Value of Knowing Where to Tap
A giant ship’s engine failed. The owners tried one expert after another, but no one could fix it. Eventually, they brought in a man who had been repairing ships his whole life.
He carefully inspected the engine, then reached into his bag, pulled out a small hammer, and gently tapped a specific spot. The engine roared back to life.
A week later, the owners received an invoice for $10,000.
Outraged, they demanded an itemised bill. The reply:
Tapping with a hammer: $2.00
Knowing where to tap: $9,998.00
Effort matters — but knowing where to focus that effort is what makes all the difference.
What’s Included in a Health Check?
While every engagement is tailored to your objectives, most health checks cover these core areas:
🎯 Targets & KPIs
Are your metrics driving the right behaviours and aligned with business goals?
⚙️ Processes
We’ll map key workflows to identify gaps, inefficiencies or CX blockers.
📞 Technology
Is your current tech stack fit-for-purpose? What’s missing? What’s overkill?
📊 Reporting
Review of dashboards, data integrity and how well reporting supports decisions.
👥 People Capability
Assessment of skills, coaching effectiveness, structure and leadership layers.
⭐ Customer Experience
How are customers really experiencing your service? What’s helping — or hurting?
🏆 Stakeholder Alignment
Insight into what internal stakeholders want from the centre — and what they’re not getting.
🔄 Efficiency
We’ll explore where time, effort or money is being wasted — and how to fix it.
What’s the Process?
While every health check is tailored, I follow a proven four-step framework to ensure you get results without wasted time or fluff.
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Step 1: Planning
We define success, scope, timelines, who’s involved, and how much detail you want in the final output.
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Step 2: Discovery
Through interviews, analysis and observation — I gather insight across people, process, performance and platforms.
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Step 3: Analysis
I review everything, benchmark where relevant, and identify strengths, weaknesses, and high-impact opportunities.
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Step 4: Report
Delivered how you prefer — as a discussion, a document, or both — with prioritised, actionable recommendations.
“Justin made a significant impact on our Customer Service operations — aligning with our strategic priorities, identifying areas for immediate efficiency gains, and providing the expertise our team needed to lift performance. I highly recommend his services.”
Katrina Bye
Manager Commercial Operations and International, The Gordon
Frequently Asked Questions
How long does a typical health check take?
Most are completed in 3–5 days depending on size and complexity. I work fast and won’t pad things out to drag on the invoice.
Do you just focus on metrics and reports?
Not at all. I look across people, process, platforms, and performance — then deliver practical advice you can actually use.
Ready to Get Started?
If you're serious about improving your contact centre performance — and want clear, experienced advice without the fluff — let's talk.
Book a Free Initial Chat