Know exactly what's holding your contact centre back, and what to fix first
An independent, vendor-free review of your contact centre, led by Justin Tippett. Done in days, not months, with a clear, prioritised plan at the end.
Trusted by contact centre and service leaders at
Is one of these why you're looking?
These are the situations I'm most often brought in for.
Your executives have lost confidence
Senior leaders want a clear, independent view of what's really happening in the contact centre.
You've inherited the contact centre
It's yours to lead now, but it isn't your background. You need expert insight, and fast.
Nobody has looked in years
Leadership hasn't changed for a long time, and no one has independently checked performance.
Outsourcing is on the table
Before you go to market, you want to know how well your own operation really performs.
Your manager needs backing
You want to support your contact centre manager with benchmarking, coaching and a roadmap.
Something else?
Every contact centre is different. Most engagements start with a short conversation about what's going on.
Book a free 30-minute callWhat you walk away with
Not a 100-page report full of jargon. Clear answers you can act on.
An independent review
A fresh, expert view of your operation, free of internal politics and bias.
A clear roadmap
A prioritised action plan: what to fix first, what can wait, and why.
Operational insight
Where time and money are leaking, and what is already working well.
Benchmarking
How you compare with industry norms and best practice, with or without naming names.
Expert guidance
Decades of contact centre experience, from the phones to the boardroom.
Leadership confidence
Evidence your executives can use to back key decisions and business cases.
Every part of your contact centre, checked
Each review is shaped around your goals. Most cover these eight areas.
Targets and KPIs
Are your metrics driving the right behaviours, and aligned with business goals?
Processes
Where are the gaps, workarounds and blockers in your key workflows?
Technology
Is your tech stack fit for purpose? What's missing, and what's overkill?
Reporting
Do your dashboards and data actually support good decisions?
People capability
Skills, coaching effectiveness, structure and leadership layers.
Customer experience
How customers really experience your service: what helps, and what hurts.
Stakeholders
What the business wants from the contact centre, and isn't getting.
Efficiency
Where time, effort and money are being wasted, and how to fix it.
“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'Callaghan · Chief Operating Officer, Workskil Australia
Four steps from first call to clear answers
A proven framework, tailored to you, with no wasted time.
Plan
We agree what success looks like, the scope and timing, who's involved, and how much detail you want.
Discover
Interviews, analysis and observation across your people, processes, performance and platforms.
Analyse
I benchmark where relevant and pinpoint your strengths, gaps and highest-impact opportunities.
Report
Delivered the way you prefer: a discussion, a written report, or both, with prioritised actions.
What does a health check cost?
Around $10,000 + GST for most health checks
Most are completed in three to five days. Once I understand what you need, you'll get a clear, fixed quote, with flexible payment options if required.
You're paying for expertise, not hours. No workshops, frameworks or retainers bolted on afterwards.
A consultant who has run contact centres, not just reviewed them
I've spent more than 30 years in contact centre operations across the public and private sectors, including senior executive roles in large-scale operations.
That means I know what's working in real contact centres right now, and I can spot what isn't quickly.
Most health checks take days, not months
Real insights, not 100-page reports full of jargon
No add-ons, technology or retainers to sell you
Independent advice, focused on outcomes
What leaders say after a health check
“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“Justin's comprehensive initial ‘health check’ process resulted in establishing real evidence-based call centre solutions that aimed to solve our current problems.”
Tim GreenManager, Commercial Capability, Philip Morris“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 GordonQuestions leaders ask before booking
How long does a typical health check take?
Most are completed in three to five days, depending on size and complexity. I work fast and won't pad things out.
Do you just focus on metrics and reports?
Not at all. I look across people, process, platforms and performance, then give you practical advice you can actually use.
Will I get a document, or is it just a chat?
It's up to you. Some prefer a conversation, others want a written report. You can have either, or both.
Can you benchmark us against others?
Yes. I have access to extensive benchmarking data and can show you where you sit, with or without naming names.
Do you work with small teams?
Yes. I've worked with everything from small internal teams to large multi-site operations. It's about impact, not size.
What does it cost?
Most health checks are around $10,000 + GST. You'll get a fixed quote once I understand what you need, with flexible payment options if required.
Ready to see your contact centre clearly?
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 now? 03 9492 2872
Or email enquiries@cxconsult.com.au