Consulting Wizard

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Step 1 of 11 - Welcome

Welcome to our Consulting Wizard which is designed to connect you to contact centre or customer experience consultants who are best matched to meet your requirements and deliver the business outcomes you require.

Whilst we appreciate there are a number of questions, your answers enable us to ensure we make the right recommendations for you.

Click on 'NEXT' to get started.

Key Requirements

What's the main reason you are searching for a consultant?*

Thinking about the consulting skills or outcome you require, please select your requirements.*

(You can select up to a maximum of 5)

Operational Review / Health Check

Workforce Management / Optimisation

Process Optimisation & Mapping

Cost Optimisation / Reduction

Sales Optimisation

Key Performance Indicators

Self-service strategy

Employee Engagement

Leadership and Executive Coaching & Mentoring

Project Management

Change Management

Customer Journey Mapping

Customer Insight / Voice of the Customer

CX Strategy

Customer Experience design

Social Media

Quality frameworks

Knowledge Management

Workforce Transformation

Organisational Design

Technology Design & Implementation

Omnichannel / Multichannel

Customer Relationship Management (CRM)

Artificial Intelligence (AI) / Robotic Process Automation (RPA)

Telephony platform design (ACD, PBX, IVR etc)

BCP/Disaster Recovery

Procurement including RFI, RFP, RFQs

Your consulting requirements*

In your own words, describe why you are looking to engage a consultant.

Does the consulting involve a contact centre?*

What services does the contact centre provide that will be included as part of this consultancy engagement?*

Select all that apply

Appointment Setting

Case Management

Customer Service - Blended

Customer Service - Inbound only

Customer Service - Outbound only

Collections - inbound

Collections - outbound

Collections - mixed

Emergency/Roadside Support

Inbound Sales & Service

Inbound Sales

Inbound Technical Support

Live Chat

Message taking/reception

Outbound - Lead Generation

Outbound sales

Oubtound Surveys

Telemarketing

Video Chat - Service

Video Chat - Sales

I'm not sure

Is there any specific technology that needs to be considered as part of this consultancy engagement?*

IVR (Press 1 for this, 2 for that)

Intelligent IVR

Skills Based Routing

Computer Telephony Integration (CTI)

Remote/Work from Home capability

Call Recording

Screen Recording

Intelligent Callback

Knowledge Management

Speech Analytics/Recognition

Workforce Management

Dialler (Outbound/Automatic)

CRM

Payment Processing/PCI

Artificial Intelligence (AI)

Robotic Process Automation (RPA)

Chatbot/Virtual Agent

Conversational AI

Screen Sharing/co-browsing

End of call surveys

Quality Monitoring/Assessment

Customer Feedback/Voice of the Customer (VoC)

Gamification

Call Analytics

Dashboards/Business Intelligence

I'm not really sure

Over how many locations is your contact centre spread?*

Excluding work-from-home employees.

Approximately what size is your contact centre?*

If you have multiple locations, the total size of all your contact centres.

Experience

Matching you with the appropriately skilled consultant is critical to ensure you get a great outcome. The following questions help us idenitfy suitably qualified consultants.

Preferred Professional Experience*

Please tick the MINIMUM amount of professional experience you require the consultant to have (select one). Professional experience means working in a role related to the consulting engagement (e.g. Contact Centre Manager, Workforce Planning Manager, Technology Manager etc.)

Preferred Consulting Experience*

Many industry professionals are now transitioning into consulting roles. So whilst they may not have much in the way of specific consulting experience, they may still be seasoned professionals with extensive professional experience. Select the MINIMUM amount of consulting experience you would prefer (select one)

Preferred Industry Sector Experience*

How important is experience within your specific industry sector? Whilst many CX and Contact Centre best practices are industry sector agnsotic, there can be nuances within particular industry sectors where prior experience can be beneficial.

Preferred Consulting Preference

There is a range of different consultants - from independent consultants who work from themself through to large consulting firms that each have pros and cons. Please tick the ones you are open to receiving proposals from.

Independent Consultants only

Small Consulting businesses only

Large Consulting firms only

I don't mind either way

About your Business

Knowing a little bit about your business helps us continue to refine our search for the best consultant to support your requirements.

What industry vertical does your business operate in?

How long has your business been operating?*

Approximate number of employees*

What is the ownership structure?*

Location

Understanding your location and the travel requirements helps us determine the most suitable consultants.

Do you require the consultant to physically visit your premises or can they work remotely?*

Physical visits may be dependent on current COVID restrictions by state, industry sector etc. which are prone to change at any time.

Travel requirements*

If a consultant has to travel to your location(s) it will typically add to your costs however restricting the consulting pool to local only may limit your options. Please advise of your preference.

For the onsite consulting, where will the main consulting take place?*

Primary States*

Select the state(s) where the consultant will be required to attend.

Victoria

New South Wales

Queensland

South Australia

Northern Territory

Australian Capital Territory

Western Australia

Tasmania

Other Location (s)*

Please provide additional information

Timings

CX and contact centre consultants are often in high demand. So we can continue to refine our recommendations and align your requirements with market availability, please provide further information in relation to how long and how quickly you need a consultant.

How long do you estimate requiring a consultant?*

When would you like the consulting to commence?

Budget/Commercials

There is a wide range of prices when it comes to consultants in the CX and Contact Centre industry so knowing your expectations upfront will enable us to ensure there is a suitable fit.

What best describes your requirements with regards to cost?*

Please note: On most occasions (but not always) the consultant's experience can be directly related to price and often a more experienced consultant requires less time to achieve the same outcome as someone with lesser experience. Select your preference below:

Do you have Budget Approval?*

Have you already got budget approval or do you need proposals to obtain internal approvals?

Expected Approval timelines*

How long do you expect budget approval to take? This is so we know roughly when you would need the consulting to commence.

Proposal preferences*

Select your preferences on how you would like the consultants to submit their proposals. Tick all that apply.

Fixed price per project

Weekly Rates

Daily Rates

Hourly Rates

Outcome based

Contact Details

Company Name*

Company Website

Your Name*

First Last

Your Job Title*

Email*

Phone*

Contact Preferences

Additional Information

Please include any additional information or insight you believe is important and please confirm if there are any consultants you would like us to exclude from the process.

If there is a need to contact you by phone, what's the best time to call?*

(As many consulting engagements can be confidential in nature, we request that consultants only contact you during your preferred window)

Where did you hear about CX Connect?*

OK we're intrigued!!!*

We'd appreciated some additional information so we can say thanks where possible.

Next steps

We'll manually review your requirements and identify the best-matched suppliers for you (typically within 24 hours during the week).
We'll then provide your contact details to the recommended suppliers with instructions to contact you/provide a proposal directly to you.
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Lead ID Number

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