Customer FAQs

Deciding to outsource any part of your business or find a new supplier to partner with can be a daunting experience, but the rewards can certainly transform your business. Our online forms are designed to help you articulate your requirements in a way that we can engage with suppliers to ensure they are able to meet your requirements and align with your business where possible.

And to reassure you, your requirements are not just analysed by a computer bot or algorithm – your requirements will be assessed by an industry exper and only when we are confident that we’ve found a good fit, we’ll forward your requirements and contact details directly to the selected suppliers to enable them to send you a proposal.

We’ve listed some common questions below however if you’ve got any further questions please just get in touch – we’re here to help! Email us at or call us on 03 9492 2873 – we’re available between 8:30 am and 5:30 pm AEST/AEDT.

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Frequently Asked Questions

How long does it take to complete your online form?

It depends on the type of support you are seeking but typically anywhere between 1 to 5 minutes.

It’s critical we accurately capture your requirements to ensure you receive accurate proposals from suppliers. Just asking you a few basic questions now only leads to more time being wasted for you later on and it also reduces the number of genuine suppliers willing to provide a proposal.

Is there any cost to use your service?

No! CX Connect is a completely free service provided by the Australian Customer Experience Professionals Association (ACXPA) with no hidden catches. We earn our revenues from suppliers who are members of ACXPA and/or are happy to pay us a small fee for providing them with quality leads from customers they know are a good fit.

How many suppliers can we expect to hear from?

Because we professionally assess each of your requirements, we are able to better align your exact needs with the capabilities of outsourcers rather than apply a ‘scattergun’ approach and send it to multiple businesses in the hope one of them might be suitable.

It’s important to realise that a lot of time and effort goes into a supplier responding to and preparing quotes. Like any other business, they can’t afford to waste valuable time and resources.

The reason suppliers sign up for CX Connect is knowing that when they receive a lead from us, it will have already been assessed as being suitable for them.   For these reasons, we tend to limit the number of suppliers we refer your lead to under four.  This ensures you don’t get swamped with proposals to consider and that the suppliers have a reasonable chance of securing your business.

Can I negotiate with the suppliers once I receive their proposal?

Absolutely. The suppliers will be keen to win your business and each supplier has a different approach to pricing and how they structure their proposals. If you’d like to discuss any element of the proposal you’ve received, just contact the supplier directly. If you need a consultant to assist, we can help you find a consultant >

How long does it take before I hear from suppliers?

Once you’ve completed your online form we will assess your requirements within 24 hours (Monday to Friday) and you can expect to hear from suppliers within the next 24-48 hours. In the unlikely event this doesn’t occur, please contact us.

What if I don’t receive any proposals from a supplier?

Because we take the time to carefully ensure we only send the suppliers opportunities that are well suited to them, it’s highly unlikely that you won’t hear from them in your requested timeframe.

If however, that does occur please contact us.

I’ve selected a supplier, what next?

Once you’ve made a decision, contact the supplier you’ve chosen and tell them the good news! They’ll let us know and we’ll also let the unsuccessful suppliers know that they missed out to save you the time.

Is the service confidential?

We vigorously protect the privacy of our customers and suppliers as per our Privacy Policy. Your details will only be provided to suppliers where we are confident that they meet your requirements. If there are other considerations you need us to make please contact us.

How do you select suppliers to be on your panel?

All suppliers are individually screened prior to being accepted into our CX Connect program. Our screening process can include:

  • A comprehensive online assessment
  • Site visits
  • Meetings with senior business representatives
  • References from current and former customers
  • Demonstrations of technology capabilities

How do you determine which suppliers are shortlisted for us?

Your business is far too important to be left to computer algorithms – all of our recommendations are based on a comprehensive analysis of your requirements and our extensive industry experience.

Using your completed online form, your requirements are carefully compared against the profiles and requirements of our approved suppliers.

How do I choose the best supplier?

There is a lot to consider when making a decision as to who to partner with. Whilst all our shortlisted suppliers are capable of meeting your requirements, pricing, locations and experience along with subjective elements like the quality of the proposal, the approach of their team and so on, can all play a factor.

If you’d like independent and objective advice, please contact us or use our find a consultant service.

What assurances do you offer on the quality of the recommended suppliers?

We conduct our own due diligence on all suppliers prior to accepting them onto our panel. Once suppliers are accepted, we also conduct satisfaction surveys with customers who have engaged their services and use this information, and market intelligence to ensure the suppliers on our panel are of a high standard.

When any supplier is deemed not to be meeting sufficient standards, we have the rights under our Terms and Conditions with suppliers to remove them from our approved supplier list at any time.

Despite this, we do not accept responsibility for the performance of the supplier as the contract entered into will be between you and the supplier. As such. we encourage all businesses to perform your own due diligence on any supplier you choose to engage with.

What if I need more information to make a decision?

If you would like to know more about a supplier’s proposal, contact them directly and ask for clarification. Or if you are looking for some independent advice, we can recommend some consultants to assist. 

What if I’m not happy with the suggested suppliers I’ve received?

In the unlikely event we can’t recommend a suitable supplier for you, we will contact you to discuss what other options are available.

Do you help source suppliers for other products and services?

Whilst we specialise in contact centres, contact centre technology and customer experience & contact centre consultants, we also have a range of other suppliers in similar products and services. Just contact us for a confidential chat.

Find the right supplier for you business

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