Outsourcing Wizard | CX Connect

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Step 1 of 20 - Welcome

Contact Centre Outsourcing Wizard

Step-by-step Guide

This guided process helps you define your requirements so we can match you with contact centre outsourcing providers that are the right fit for your business.

New to CX Connect or not quite sure what happens next? Learn how CX Connect works — including how suppliers are selected, what information they receive, and how you stay in control throughout the process.

Important: the details you provide directly affect which suppliers are recommended and the likely cost of your solution. Take your time and answer carefully.

The wizard distils decades of operational experience into a practical, step-by-step pathway. Spending a little time now can save weeks of unnecessary back-and-forth later and means you won’t need to repeat the same information to every outsourcer — relevant providers will already understand your requirements before making contact.

Tip: you can save your progress at any time using Save and Continue Later at the bottom of the form.

When you’re ready, click Get Started to begin.

Customer Relationship

Every outsourcer engagement is shaped by the type of customer relationship they’ll manage for you. Whether it’s prospective leads, existing customers, or past clients, your needs will influence the skills and processes required.

Indicate the relationship types and follow-up actions that apply to your business so we can match you with providers experienced in those areas.

Relationship 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 Support

Customers engage through many different channels — from traditional phone and email, to social media, chat, and even video. The channels you select will determine the technology, training, and expertise required from your outsourcing partner.

Choose all the channels you need supported. Keep in mind that broader coverage may affect the price and reduce the pool of potential suppliers.

What channels do you need supported?*
Phone
Live Chat
Email
SMS
Social Media
Video
Written Correspondence
Support Tickets
Other
Please provide details of the channel you need supported:*
Do you have an existing phone number that will be used?*
Social Media Plaltforms*
Please confirm what Social Media platforms you need supported (e.g Facebook, Messenger, Twitter, WhatsApp, Snapchat, TikTok etc)

Technology

The right technology can transform customer interactions — from automation and call routing, to advanced analytics and compliance tools. Your choices here help us match you with suppliers who can deliver the functionality you need.

Tick as many boxes as apply. Remember, each requirement may affect cost and could narrow the pool of potential suppliers.

Is there any specific technology you require the supplier to offer?*
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)
AI/Automation
Call transcription
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 etc
Intgeration requirements
Please provide information such as the name of your platforms along with any other requirements.

Recording & Reporting

Recording and reporting requirements can significantly influence which outsourcers are a fit, as well as the overall cost of your solution. The more detail required, the more robust the systems need to be.

Let us know if you need call or screen recordings, the types of reports that are important for your business and the frequency of reporting you'd l ike. Consider carefully — this step is key to ensuring the best outcome!

Do you require calls to be recorded?
Do you require the screen to be recorded?*
What 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 (tick all that you would prefer)
Real time
Multiple times throughout the day
Daily
Weekly
Monthly
Quarterly
Annually

Key Performance Indicators (KPIs)

This step is about the targets you expect the outsourcer to hit. KPIs set the bar for performance and price.

Important: be specific. Tougher KPIs generally mean more staff, higher skill, or more tech, which will increase cost.

Examples of KPIs:

Service level: 80% of calls answered within 30 seconds, measured monthly.

Abandon rate: < 3%

Quality: ≥ 92% average QA score, calibrated monthly.

Compliance: 100% script adherence for regulated disclosures.

Do you have specific Key Performance Indicators that must be reported on?*
Please 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 Engagement

The size and scale of your outsourcing work is one of the most important inputs for supplier matching and pricing. Accurately defining this upfront avoids mismatches, underperformance, or unexpected costs later.

Tip: choose the measure that best reflects your operation — whether that’s number of employees, contacts per day, appointments, or even monthly spend. Don’t overstate: realistic estimates lead to more accurate proposals.

Select your preferred measure of scale from the dropdown, then provide the corresponding estimate below.

Estimated size of campaign/outsourcing work*
On 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
101 - 200
201 + 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?*
Conversion 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?

Commercials

Outsourcing models vary widely — from simple hourly rates to performance-based or profit-sharing arrangements. Each option carries a different balance of risk and reward for you and the supplier.

Tip: only select the commercial models you would genuinely consider. Casting the net too wide can waste time; being specific helps us connect you with suppliers aligned to your risk appetite and budget approach.

After selecting your preferred commercial models, let us know your business readiness. Being upfront about your stage of preparation ensures we recommend suppliers who can support you appropriately from day one.

What type of commercial model/proposal preferences?*
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?*
Business readiness*
Please provide some additional insight on what stage you are at.

Operational Hours

The hours and days you require support will strongly influence which suppliers can meet your needs and the price you’ll pay. Extended coverage or 24/7 service often requires multiple sites or teams across regions.

Tip: choose the hours and days that genuinely reflect your business needs. Over-specifying coverage (e.g. ticking 24/7 unnecessarily) can inflate costs and limit supplier options.

Please select the operational hours and days of the week you require, using AEST (Melbourne/Sydney) as the time basis.

Please select the customer contact 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
Timezone:*
Please confirm the timezone of your customer base
Please select the days you need the campaign to operate:*
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 & Scripting

Every supplier needs to know how long it will take their employees to learn your products or services, and whether you’ll provide structured training materials or scripts. These factors directly affect onboarding time and cost.

Tip: be realistic about training needs. Even “simple” products can take longer when customers ask unexpected questions. Clear training resources and scripts reduce errors and speed up ramp-up time.

Indicate how long training typically takes, what support materials you’ll provide, and whether you require scripting.

How long would it take a new employee to learn the product/service?*
Assume they have no knowledge at all of the product!
How 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.
Please explain:*
Will you require the outsourcer's employees to follow a script?*

Outsourcer Experience

Not every outsourcer is right for every job. Their past campaign experience, industry knowledge, and certifications all play a role in determining whether they’re a good fit for your business.

Tip: be clear on what’s mandatory versus preferred. Setting the bar too high may reduce the supplier pool; setting it too low risks mismatched capability.

Select the level of campaign experience, industry sector expertise, and certifications you require. In the next step, you’ll have the chance to refine your partner preferences to ensure the best match for your business.

Relevant CAMPAIGN Experience*
Do you require the supplier to have experience running similar campaigns (e.g sales, customer service, technical support, fundraising etc.)?
Relevant INDUSTRY SECTOR Experience*
Do you require the supplier to have specific experience in your industry sector/vertical (e.g. automotive, retail, manufacturing, financial services)?
Supplier Certifications and accreditations*
Are there any specific certifications or accreditations you require the outsourcer to have?
Required Certifications and accreditations*
Please list the specific certifications or accreditations you require the outsourcer to have.

Outsourcer Preferences

Beyond skills and technology, the type of partner you work with can make or break an outsourcing relationship. Here you can set your preferences for supplier attributes, profile, and growth capacity.

Tip: think about your long-term relationship needs, not just today’s requirements. A partner’s size, style, and scalability will affect how they grow with your business.

Select up to 4 key attributes, choose the supplier profiles you’d consider, and confirm if scalability is important for your campaign.

Supplier 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 Preferences
Thinking about the best fit for your business, what supplier would you consider (tick all that apply):
A new and ambitious company eager to prove themselves
A small, locally-based company
A large, well-established local company
A global company with extensive resources and experience
A global company with a strong reputation but no prior experience in Australia
A specialist supplier with expertise in a specific area of need
No preference, as long as they meet the requirements
Scalability*
Is it important to you that the supplier has sufficient capacity for the campaign to increase if required?

Contact Details

We just need a few details so we can validate your requirements and connect you with the most suitable suppliers. Your information is kept confidential and is only used to facilitate the matching process.

Tip: provide your best business contact details so suppliers can reach you easily if clarification is required. We never share your details for marketing purposes.

Please complete all required fields below — name, company, role, and how to reach you.

Name*
First Last
Business Name*
Business Industry Sector*
Job Title*
Email*

Phone*
If we need to contact you to validate information and/or for a supplier to contact you.

Additional Information

Before we finalise your profile, let us know if there are any suppliers you’d like to exclude or any other details we should factor into the matching process.

Tip: exclusions can include suppliers you’ve worked with before or ones that may pose conflicts of interest. The more specific you are, the more accurate your matches will be.

Add any exclusions or extra notes in the fields below — this ensures we capture the full picture of your outsourcing requirements.

Are there any suppliers we should specifically exclude?
This may be an existing supplier or one that you used previously.
Anything 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 You

Just a couple of quick details so suppliers understand your role in the decision-making process. This helps them tailor their proposals and communications appropriately.

Tip: being clear about your role and level of experience ensures suppliers respond in the right tone — whether you’re new to outsourcing or already an expert.

Your level of outsourcing experience?*
How would you best describe yourself?
Are you the decision maker?*
To help suppliers tailor their responses effectively, please select the option that best describes your role in the outsourcing process
Other*
Please provide some additional insight
Finally, how did you find out about CX Connect*
Please tell us more*
We'd love to know so we can provide thanks where possible!

Next Steps

Thanks {Name (First):21.3} for completing your outsourcing profile — your effort ensures we can connect you with suppliers who are the right fit for your needs.

We’ll manually review your requirements within 24 hours (during business days).

Your details will be shared with matched suppliers, who’ll typically contact you within 48 hours of recieving your details from us (but normally sooner).

You can review our policies here: Privacy Policy, Collection Notice, Website Terms of Use.

Need help? Visit our Contact Us page.

Click 'SUBMIT' below to finalise your request — we’ll take it from here!

Lead ID Number

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Contact Centre Outsourcing Wizard

Set Your Outsourcing Direction

Functions / Services

Timings

Location of Outsourcer

Offshore Attributes

Customer Relationship

Channel Support

Technology

Recording & Reporting

Key Performance Indicators (KPIs)

Scale of Engagement

Commercials

Operational Hours

Training & Scripting

Outsourcer Experience

Outsourcer Preferences

Contact Details

Additional Information

About You

Next Steps

About CX Connect

Contact Us