How to select a good call centre consultant
Finding the right contact centre consultant for your business can be challenging. The reality is that contact centres are complex businesses with many different areas of specialisation.
Typically, contact centre consultants tend to specialise in particular disciplines that often reflect their professional experience and background e.g. workforce optimisation, learning and development, leadership, KPIs, automation, technology etc.
That’s not necessarily a bad thing — unless your operation needs help across multiple areas, not just a single function.
This often results in their recommendations and solutions skewed toward what they know best rather than what is necessarily the best outcome for your business.
But the truth is most contact centre operations that are experiencing challenges aren’t just experiencing a gap in one area and there is normally no one single magic bullet that will fix everything.
It’s often the result of deficiencies in many areas and like the foundations of a building, if you don’t get them right, it doesn’t matter how good your furniture inside is if the walls and roof are about to collapse at any time!
Why work with me?
I’ve managed small and large centres, in-house and outsourced operations, public and private call centres and worked in all the different areas of the contact centre — from Team Leaders, WFM, Training, Ops Management, Quality Assurance and more.
I’ve also led countless internal and external stakeholder conversations that are often required when you’re the main advocate for the customer — all while under pressure to do more with less. I know how tough that can be.
Finding a good Contact Centre Consultant is crucial to getting the right outcomes for your business. I understand how complex the environment is and how all the components need to come together for long-term success.
I’m one of the few genuine ‘contact centre generalists’ in Australia — someone who can take a truly holistic view of your operations, rather than pushing a single discipline or methodology.
Where specialist expertise is required — like a Workforce Planner with 20 years’ experience or an AI integration expert — I can bring them in when needed.
You can learn more about me here.
Questions to ask prospective contact centre consultants
There are a number of contact centre consultants that are available and each bring their own areas of expertise to the table. Whilst I’d like to think I’m great at what I do, there are lots of good call centre consultants to choose from and ultimately, it’s important to select a call centre consultant that you can communicate well with that has the right experience and credibility to deliver to your requirements.
To help you find a good call centre consultant, I suggest asking the following questions:
- 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 do you believe is critical to running a successful contact centre?
- What sector is your contact centre experience predominately based in?
- How many years have you been specifically consulting in contact centres?
- Are you actively involved in the contact centre industry (e.g. judging, speaking, publishing)??
- Can you provide customer testimonials or referees?
