Risk Management for Contact Centres

Underpayment within contact centres poses significant risks, including high employee turnover, reduced morale, and diminished productivity. When staff feel undervalued, it can lead to disengagement, absenteeism, and ultimately, a decline in service quality, which negatively impacts customer satisfaction and retention. 

At CXTT Consulting, we specialise in workforce optimisation strategies that ensure your employees are fairly rewarded for their contributions. 

Our tailored solutions help you balance cost management with competitive pay structures, fostering a motivated and loyal workforce. By partnering with us, you can mitigate the risks of underpayment, enhance employee satisfaction, and maintain a high-performing contact centre that delivers exceptional customer experiences.

The new right to disconnect legislation, designed to protect employees from the intrusion of work into their personal time, presents unique challenges for contact centres and scheduled work environments. This legislation can disrupt traditional scheduling, impact service availability, and complicate workforce management. We offer strategic solutions to navigate these complexities. We help you develop flexible scheduling systems, implement robust workforce management tools, and create policies that comply with legislation while maintaining high service levels. By partnering with us, you can ensure compliance with the right to disconnect laws, safeguard employee well-being, and sustain operational efficiency, all while delivering exceptional customer service.

Crisis management and surge planning are critical for maintaining stability and service quality within contact centres during unexpected spikes in demand or emergencies. Without proper planning, these situations can lead to overwhelmed staff, degraded service levels, and customer dissatisfaction. 

We excel in providing robust crisis management and surge planning solutions tailored to your contact centre's needs. 

We work with you to develop comprehensive contingency plans, scalable workforce strategies, and effective communication protocols to ensure swift and efficient responses during crises. By partnering with CXTT Consulting, you can mitigate risks, maintain operational resilience, and deliver consistent, high-quality customer service even in the face of unforeseen challenges.

Today's workplace demand can pose mental health risks to your employees. 

Changes to safety legislation means that employers must now ensure they manage psychosocial risks in their workplace in accordance with new regulations. 

Our approach can help you mitigate your risks, and empower your teams and leaders to identify, manage and reduce risk of harm.

Customer Service and Contact Centres are the frontline for most organisations and research highlights that recruitment and retention are increasing challenges for Contact Centre Leaders due to lack of suitable candidates, perceptions of Contact Centre work and a competitive recruitment landscape.

Combine this with increasing customer expectations, long wait times and timed breaks and you have a melting pot of issues. We can help you improve mental health and wellbeing at work.

If you are feeling the pinch caused by labour market challenges, how you maximise the capability of your existing workforce, or new hires, is critical to your success. In addition, complying with new Safety Legislation is now mandatory.

If you could improve your results and service outcomes, and mitigate Psychosocial Risks by leveraging the intrinsic strengths of your people, what would that be worth? This program is a high-value, cost-effective approach to deliver immediate benefits.

The Gallup CliftonStrengths® solution is a globally recognized approach to mapping and leveraging each person's individual strengths. It has been used in a variety of high-performance team environments and for the first time, is ready to deliver outcomes for the Customer Contact industry.

This unique program combines world class research, insights, assessments and tools into a practical, usable framework Contact Centre staff can use to improve personal effectiveness and improve results. You will see improved mental health and wellbeing at work.

During this course, your people will increase Self-Awareness, learn how to identify their individual strengths and blind spots, and how to apply them to become more effective in their role.
• Discover individual talents using the CliftonStrengths® assessment

• Learn how to apply your greatest talents to achieve individual and team goals, gaining insights that will change the way you and your team function, as well as identify and mitigate mental health risks and psychosocial risks.

This program has been developed by one of Australia’s best credentialed Contact Centre leaders – Michael Clark and delivered by Australia’s leading CliftonStrengths® Trainer, Deon Rademeyer.

It's time to invest in improving mental health and wellbeing at work.