Is Your Contact Centre Costing You More Than It Should?
Most contact centres are dealing with the same problems: repeat contacts, long wait times, frustrated customers and pressure on budgets that never seems to ease. Our Contact Centre CX Audit gives you an independent, evidence-based view of exactly where the problems are and a clear, prioritised roadmap to fix them.
Typical engagement: 3 to 4 weeks, £4,995+VAT (for operations of 50 -100 FTE), we’ll confirm it on the discovery call.
£200K
Annual savings at Haringey Council
50%
Reduction in council tax enquiries
27%
Fewer email contacts
Does this sound familiar?
You might need a CX Audit if your operation is experiencing any of these:
✓ Contact volumes keep rising but you don't know why
✓ Your team is under pressure but root causes aren't clear
✓ You're planning a CCaaS migration and want a clear baseline
✓ Customers are calling back for the same issue repeatedly
✓ Technology isn't delivering the results you expected
✓ Service levels are dipping and you need evidence to act
What we cover
A structured audit across every layer of your contact centre from customer experience to technology configuration.
What we assess
→ CX performance and pain points
→ Contact handling processes
→ Quality assurance practices
→ CCaaS and system configuration
→ Performance data and feedback
→ Stakeholder interviews and workshops
What you get
→ Independent view of your performance
→ Identified risks, gaps and opportunities
→ Prioritised written recommendations
→ A roadmap to reduce avoidable contact
→ Evidence to make the case for change
→ Confidence to plan for the future
Most audits run 4 – 8 weeks and require 8 – 12 hours of your team's time. Investment typically ranges from £4,995 to £28,000 depending on contact centre size and complexity. Schedule a free Discovery call to confirm scope for your operation.
How it works
Three straightforward steps from first conversation to actionable roadmap.
①
Discovery call
A free 30-minute call to understand your operation, challenges and goals.
No obligation.
②
CX Audit
We embed into your team, conduct interviews, review data and assess your processes and technology.
The audit phase typically takes 3 to 6 weeks depending on team size and operation complexity.
③
Report & roadmap
You receive a clear written report with prioritised recommendations, we walk you through every finding.
We offer a 90-day check-in option to support prioritisation and quick win implementation
Flexible to your needs
Delivery options, we work the way that suits your organisation best.
Plan for 1 or 2 key stakeholders to dedicate around 6 hours per week during the Audit phase, typically operations manager, QA lead, and technology owner for interviews and data access.
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In-person workshops
We come to you. Best for complex operations where stakeholder engagement is critical.
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Virtual sessions
Remote delivery via video. Effective, flexible and quicker to mobilise.
🏢+💻
Blended option
On-site and remote combined. Ideal for multi-site organisations or phased projects.
Haringey Council reduced repeat contacts about council tax by 50% and deflected 80% of school calls online, cutting annual operational costs by £200K directly addressing rising volumes and budget pressure without adding headcount.
“
My experience of working with NextGenCX has been brilliant. Superbly professional, really focused on the vision and understood our problems. It's like we're all one team.
Samantha Larner, Senior Project Manager - Haringey Council
£200K
Annual operational savings
50%
Fewer council tax enquires reaching an agent
80%
School call deflected online
We're not a large agency that hands your project to a junior team.
When you work with NextGenCX, you get direct access to experienced consultants who have spent years working with contact centres.
Why contact centres choose NextGenCX
🔧
📊
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Practitioners, not theorists
We understand operational realities, we’ll deep dive into your operational to uncover insights that will deliver impact.
Evidence-based findings
Every recommendation is backed by data, observation and stakeholder input.
We integrate into your team
This isn't a distant engagement. We work alongside your people to gain real insights and knowledge.
Ready to find out what’s really going on?
Book a free 30-minute discovery call.
No obligation just an honest conversation about your contact centre and what might be holding it back.
If we’re a good fit then we can confirm scope and investment based on your contact centre size and complexity.
Alternatively you can call us on +44 (0)20 8064 3783 or email hello@nextgencx.co.uk we’ll reply within one business day.