"*" indicates required fields Step 1 of 20 - Welcome 5% Contact Centre Outsourcing Wizard To enable us to recommend the right contact centre outsourcer(s) for your business please complete all the fields on the following pages. Please ensure you consider each point carefully as they will have a direct impact on the number of available suppliers and the potential cost of your solution. Whilst we appreciate there are a lot of questions, the questions we asked are based on decades of experience and the reality is we are unable to recommend the right suppliers, and get the best outcome for you, without all the information. So yes, it's a bit painful up front, but it will save you a lot of time and hassle moving forward. **You can save and continue your progress at any time by using the 'save and continue later' button at the bottom of the form.** Click the 'next' button to get started. Outsourcing some or part of your business is an important decision. Done correctly, it can be a rewarding experience for both business partners. What's the main objective you are wanting to receive by outsourcing? What are your key reasons for engaging an outsourcer?*Select up to a maximum of 3. Improve the customer experience Reduce our operating costs Increase our revenue / generate sales Take the load off our existing employees Lower risk Learn more about our customers Improve our data quality Increase our capacity/scalability Other Reason for outsourcing?*Do you have an existing contact centre?*YesNoWhat best describes your situation?*I'm looking to outsource my existing contact centreI want to outsource some functions from my existing contact centreI need some extra capacity to support my existing contact centreI have a specific piece of work I need done and don't have any current capacityOtherOther*Please provide some additional information. Functions/Services Many contact centre outsourcers specialise in particular functions or services so knowing your exact requirements is critical in us making the right recommendations for you.How will contact be made?*Inbound - customers will be initiating contactOutbound - the outsourcer will be initiating contactMixed - there will be both inbound and outbound requiredWhat are the key functions that need to be fulfilled by the outsourcer??*Tick all that apply Customer Service/Customer Care Reception/message taking Information and advice line Emergency Support Health Advice/information Inbound Sales Inbound retention Order taking, reservations, bookings etc. Outbound cross-selling to existing customers Outbound upselling to existing customers Outbound Sales/Telemarketing to new customers Outbound Lead Generation/Appointment Setting Outbound Retention Campaigns Intervention Campaigns Technical Support Collections, debt recovery Surveys/Information gathering, market research Crisis management/product recalls Fundraising Welfare checks Database/customer list cleansing and updating Social media monitoring and management Data entry/data processing Intepreter Services TimingsWhen do you need the service to commence?*ASAP!Within 1 monthWithin 2 monthsWithin 3 monthsWithin 4 monthsWithin 5 monthsWithin 6 monthsAt least 6 months awayHow long do you estimate requiring the outsourced solution for?*Under a weekUp to 1 month1 to 3 months3 to 6 months6 to 12 months12 months or moreAs long as it is workingHow do you expect the outsourcing to scale over time?* Significant decreaseSlight decreaseStay the sameSlight increaseSignificant increase Location of OutsourcerPlease select the location you require your supplier to be based in:*Please note that the location of the outsourcer has a considerable impact on the price and may limit potential options for you Please select up to 3 preferred locations. Australia (any location) Victoria New South Wales Queensland South Australia Western Australia Tasmania ACT Northern Territory New Zealand Philippines South Africa Sri Lanka Fiji Egypt Europe USA UK No preference Offshore AttributesWould you consider a multi-country solution?*As an example, calls can be directed to different locations depending on complexity (e.g simple calls directed to the Philippines and complex calls stay in Australia) or high-value customers remain onshore and lower value customers sent offshore.Yes, thats exactly what I wantI'm open to considering itNo, I just want a single locationDo you require the supplier to have a working operations in Australia as well as one overseas?*No its not importantYes, they need to have local operations here as wellUnsureOffshore outsourcer priorities*When considering an offshore destination, what attributes are the most important? Select your top 3. Price English skills Accent Similar timezones Customer Experience Ability to handle complex transactions Ease of onsite visitation Customer RelationshipRelationship with the Customer*Please advise what relationship your business has/will have with the customers to be handled by the outsourcer. Select all that are applicable. No relationship Prospective customer Current customer Previous customer What actions needs to be taken during/after the customer interaction?*Asides from the interaction with the customer, what other actions need to be completed? Tick all that apply. Information entered into our system Information entered into the outsourcers system Information entered into a spreadsheet Manual checklist completed Send email Send SMS Send item/product Nothing Other Other actions*Please advise what other actions need to be completed. Channel SupportWhat channels do you need supported?*You can tick as many as you require but please note this may impact on the price you pay and/or limit the number of possible suppliers. Phone Live Chat Email SMS Social Media Video Other Please provide details of the channel you need supported:* Do you have an existing phone number that will be used?*YesNot yet, but we will supply oneNo, I will need the outsourcer to provide oneSocial Media Plaltforms*Please confirm what Social Media platforms you need supported (e.g Facebook, Messenger, Twitter, WhatsApp, Snapchat, TikTok etc) TechnologyIs there any specific technology you require the supplier to offer?*Tick as many boxes as required but please note this may have an impact on the price you pay or limit the number of possible suppliers. IVR (e.g. press one for Sales, two for Service) Automatic dialler (maximise efficiency for outbound calls) Automatic Call Back (if there are delays the customer can request a call back) CRM tool (to capture details about the customer interaction) Chatbots (automate some or all of chat messages) Screen Sharing (enables the agent to see the customer’s screen) Payment gateways (to handle payments on your behalf) Voice Biometrics (can authenticate the customer without speaking to an agent to save costs) CTI - Computer Telephony Integration Web Voice Synchronisation Post Call Survey Remote listening capability Other (not listed) I'm really not sure and would like some guidance Please list other requirements:* Is there any integration required with your existing platforms?*This could be a CRM tool, payment gateway, IT system, reporting system etcNoYesIntgeration requirementsPlease provide information such as the name of your platforms along with any other requirements. Recording & ReportingDo you require calls to be recorded?No call recording is requiredYes, at least some of them for quality checksYes, all of them for compliance reasonsDo you require the screen to be recorded?*No screen recording is requiredYes, at least some of them for quality checksYes, all of them for compliance reasonsWhat type of reporting would you like?*Please provide an indication of the type of reporting you'd require. (tick all that apply) High-level details about each contact type (e.g. number of Sales, Complaints, Enquiries) Outcomes (e.g. sales order, payment made, complaint logged, answered customer enquiry) Notes about each contact (e.g. notes made by the agent about the contact) Customer Experience/Satisfaction rating with the transaction Queue Performance (wait times, how many hung up etc) Volumes (how many calls taken/made, total number of orders etc) Other Specific Reporting Requirements*Please confirm any specific reporting requirements you need. How often is your preferred reporting period?*Typically the more frequent the reporting, the higher the potential costs. Real time Multiple times throughout the day Daily Weekly Monthly Quarterly Annually Key Performance Indicators (KPIs)Do you have specific Key Performance Indicators that must be reported on?*NoYesPlease confirm any Key Performance Indicators that are required to be met*Please provide as much detail as possible as KPIs can influence the solution proposed. Scale of engagementEstimated size of campaign/outsourcing work*The estimated size of your outsourcing work is a critical component in identifying the right suppliers for you. Select the option that enables you to provide the best estimate.Average number of Employees requiredEstimated Inbound Contacts per DAYTOTAL number of people to be contactedAVERAGE number of people per WEEK that need to be contactedLeads/appointments required per DAYEstimated spend per MONTHOn AVERAGE, the number of expected inbound contacts per DAY:*Contacts can be inbound calls, emails, live chat sessions etc. It's only for emergencies so there may be no calls at all No more than 10 a day 11 - 25 26 - 50 51 - 100 101 - 200 201 - 500 501 - 1,000 1,001 - 2,500 2,500 - 5,000 5,000 - 10,000 10,000 + On AVERAGE, the estimated number of employees required:*The number of people you estimate the campaign will require on a DAILY basis. 1 2 3 4 5 - 10 11 - 20 21 - 35 36 - 50 51 - 100 100 + FTE Amount of people you need to be contacted in TOTAL*Typically for outbound campaigns - this is an estimate of the total number of people that need to be contacted. This could be a one-off campaign, a specific number of surveys to be completed etc. 1 to 50 51 to 100 101 to 250 251 to 500 501 to 1000 1,001 to 2,500 2,501 to 5,000 5,001 to 10,000 10,001 to 25,000 25,001 to 50,000 50,001 to 100,000 100,000 to 250,000 100,001 to 500,000 500,001 to 1,000,000 Above 1,000,000 Amount of people you need to be contacted per WEEK*Typically for outbound campaigns - this is an estimate of how many people need to be contacted on a weekly basis. This is typically used when you have regular leads that need to be followed up, databases to be cleansed etc. If its a one-off campaign, please use the TOTAL estimates. 1 to 50 51 to 100 101 to 250 251 to 500 501 to 1000 1,001 to 2,500 2,501 to 5,000 5,001 to 10,000 10,001 to 25,000 25,001 to 50,000 50,001 to 100,000 100,000 to 250,000 100,001 to 500,000 500,001 to 1,000,000 Above 1,000,000 Appointments/Leads required*The number of appointments or leads you need per DAY. Please note that depending on your product or service it could take multiple calls to generate one lead. Less than 5 6-10 11-20 21-50 51-100 100 + Is this the first time you have tried lead generation/appointment setting?*YesNoConversion Rates*What is the range of conversion rates you have previously experienced? E.g. between 2% and 5% Estimated Spend per MONTH*Based on your experience, what do you expect the estimated spend to be per month with the outsourcer?$0 to $249$250 to $500$501 to $1,000$1,001 to $2,500$2,501 to $5,000$5,001 to $10,000$10,001 to $25,000$25,000 to $50,000$50,001 to $75,000$75,001 to $100,000$100,001 to $250,000$250,001 to $500,000Above $500,000 CommercialsWhat type of commercial model/proposals would you like to receive?*The list below contains the typical commercial models offered by suppliers. Please note that not all suppliers will offer all models so it's important just to tick the boxes that you would consider. Flat hourly rate (lowest risk to the supplier so the best price for you!) Fixed price models (e.g. 20 outbound calls with follow up for $X) Moderate hourly rate with a small performance incentive to drive performance Low hourly rate with a high performance incentive (more risk/reward) Per call/transaction (consumption based) Per minute (consumption based) Monthly retainer plus per transaction rate or per minute (includes a certain amount of calls each month and then you pay per call/minute/AHT if volumes exceed the monthly threshold) Commission Only (high risk/high reward) Profit Sharing (high risk / high reward) I'm not sure and would like some guidance How would you describe your business readiness?*I've got budget approval and I'm ready to go!I'm keen to move but need budget approvalI'll be preparing an internal business caseOtherBusiness readiness*Please provide some additional insight Operational Hours Please use Australia Eastern Standard Time AEST (e.g. Melbourne, Sydney) as the basis.Please select the operational hours you require:* During Standard Business Hours (9:00am to 5:00pm) During Standard Business Hours (8:30am to 5:30pm) During Extended Business Hours (8:00am to 8:00pm) During Extended Business Hours (8:00am to 6:00pm) After Hours only (anywhere from 5:00pm to 8:00am) 24 Hours a Day Only during a specific time window Please select the days you require support:* Weekdays only Weekend only 7 days per week Other Specific time window:*Please confirm the exact times you need support i.e. between 12 pm to 5 pm.Support Days*Please confirm your exact requirements i.e. only on Mondays and Thursdays. Training and ScriptingHow long would it take a new employee to learn the product/service?*Assume they have no knowledge at all of the product!Under a few hoursNo longer than a day1 to 2 Days1 to 2 Days6 to 10 days> 10 daysHow will you assist the outsourcers employees to learn your products/services?*Training materials consist of support information that is readily available to a call centre agent - this could be Frequently Asked Questions, Product Features and Benefits, instructions for filling in order forms etc. We'll send through some basic instructionsWe have training materials we will supplyWe will provide an employee to brief the outsourcerWe have a trainer who will work with the outsourcerOtherPlease explain:*Will you require the outsourcer's employees to follow a script?*No scripting requiredYes, but only loosely as we still want the conversation to sound naturalYes, and it needs to be followed exactly for compliance reasonsOnly for certain components (e.g. verbal contract) Outsourcer ExperienceRelevant CAMPAIGN Experience*Do you require the supplier to have experience running similar campaigns (e.g sales, customer service, technical support, fundraising etc.)?Yes its mandatoryNot essential but preferredDoesn't matter as long as they can meet my requirementsRelevant INDUSTRY SECTOR Experience*Do you require the supplier to have specific experience in your industry sector/vertical (e.g. automotive, retail, manufacturing, financial services)?Yes its mandatoryNot essential but preferredDoesn't matter as long as they can meet my requirementsSupplier Certifications and accreditations*Are there any specific certifications or accreditations you require the outsourcer to have?YesNo certification or standards requiredRequired Certifications and accreditations*Please list the specific certifications or accreditations you require the outsourcer to have. Outsourcer PreferencesSupplier Attributes Preferences*Please select the top 4 attributes most important to you. Australian owned Local case studies and references Recent customer testimonials Expertise of management team Established/stable leadership team Part of a large global network Independent operator Been in business a long time Actively supporting the local industry Member of the Australian Customer Experience Professionals Association (ACXPA) Supplier Profile PreferencesThinking about the best fit for your business, what supplier would you consider (tick all that apply): A new player hungry to prove themselves A small local company A large local company A large global company with global resources A global company with a good reputation but no experience/customers yet in Australia Don't care as long as they can meet the requirements Scalability*Is it important to you that the supplier has sufficient capacity for the campaign to increase if required?No, as long as long as they can do the work requiredYes, I would like to know there is additional capacity if required Contact DetailsName* First Last Business Name* Business Industry Sector*Accounting/FinanceAdvertising/Public RelationsAerospace/AviationArts/Entertainment/PublishingAutomotiveBanking/MortgageBusiness DevelopmentBusiness OpportunityClerical/AdministrativeConstruction/FacilitiesConsumer GoodsCustomer ServiceEducation/TrainingEnergy/UtilitiesEngineeringGovernment/MilitaryGreenHealthcareHospitality/TravelHuman ResourcesInstallation/MaintenanceInsuranceInternetJob Search AidsLaw Enforcement/SecurityLegalManagement/ExecutiveManufacturing/OperationsMarketingNon-Profit/VolunteerPharmaceutical/BiotechProfessional ServicesQA/Quality ControlReal EstateRestaurant/Food ServiceRetailSalesScience/ResearchSkilled LaborTechnologyTelecommunicationsTransportation/LogisticsOtherJob Title* Email* Phone*If a supplier or we need to contact you. If it's an Australian mobile number, you do not need to add the first 0. Additional InformationAnything else we've missed or something else you need to add?if you have any other requirements we've missed, if you need us to exclude certain suppliers etc. or have some other information that may be useful in helping source a supplier for you please add it below. About youYour level of outsourcing experience?*How would you best describe yourself?It's all quite new to meI know a little bitI consider myself quite knowledgableI used to be an outsourcer in a past life 😉Are you the decision maker?*It helps suppliers to know how best to respond.Yes, I'm the sole decision makerI will make a recommendation for others to approveI'm looking to create a shortlist to invite suppliers to a procurement processI've been given the job to get a shortlist for my businessOtherOther*Please provide some additional insightFinally, how did you find out about CX Connect*Google searchRecommendation/ReferralAustralian Customer Experience Professionals Association (ACXPA)ACXPA Supplier DirectoryCX CentralLinkedInOtherPlease tell us more*We'd love to know so we can provide 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 so you can expect contact from suppliers within 48 hours of submitting this form. We take your privacy seriously. You can read our policies now (they'll open in a new page for you) Privacy Policy, Collection Notice as well as our Website Terms of Use. By clicking the submit button you are providing your consent to those policies. We're here to support you at all times. View the Contact Us page for contact details. Lead ID Number All submitted data is secured at our Australian-based datacentre and all information is strictly confidential and protected by our Privacy Policy
