Concentrix announce acquisition & mid-year update

Concentrix mid year review 2017

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Concentrix's Country General Manager (Australia & New Zealand) Peter Monk has released his mid-year review including Concentrix's recent acquisition of Tigerspike. Tigerspike is a high-value...
Should you risk outsourcing sales to grow your business

Should you risk outsourcing sales to grow your business?

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Whenever a business is driven by its number of sales, how to generate those sales is an issue of prime concern in the long...
CallActive Liquidation continues

The fallout from the CallActive Liquidation continues

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The fallout from the collapse of Melbourne and Wellington based call centre outsourcer CallActive in November 2015 is continuing with www.stuff.co.nz reporting that an...
We speak to senior industry leaders and ask them what the future of call centre outsourcing in Australia is?

The future of call centre outsourcing in Australia

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The sudden closure of Melbourne-based call centre outsourcer BMS Interactive last week took a lot of people by surprise. Operating since 2000, at its...
Update on BMS Interactive closure

Update on BMS Interactive closure

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As we reported on 15 March 2017 we can now confirm that Melbourne based call centre outsourcer BMS Interactive has permanently closed its doors....

Melbourne call centre outsourcer BMS Interactive closes its doors

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There are reports coming in that local Australian call centre outsourcer BMS interactive closed their doors unexpectedly on 14 March 2017. BMS started in 2000...
We ask the question Where is Salmat as they have been very quiet in the Australian contact centre industry

Where is Salmat?

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Back in the day Salmat, or Salesforce as many of you would know it, was a powerhouse in the call centre outsourcing world.  A...
kiwi.com selects mindpearl

Kiwi.com selects Mindpearl Fiji for outsourced contact centre

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Suva, Fiji, November 2016 Kiwi.com, formerly known as Skypicker, is an online travel agency with ground-breaking Virtual Interlining technology and a focus on exceptional customer...
TSA Group opens new Philippines call centre

Australian BPO TSA Group opens new Philippines call centre

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With 1,000 employees already working in the Philippines in their Makati site, Australian BPO TSA Group have now opened a second site providing accommodation...
Acquire BPO CEO makes BRW Young Rich List

Acquire BPO CEO makes BRW Young Rich List

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The CEO and co-owner of Acquire BPO, a majority Philippines based outsourcer servicing mostly Australian businesses is expected to be named on the 2016...
new call centre Outsourcer in Victoria

Official opening for new call centre Outsourcer in Victoria

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As we reported earlier this year, one of the worlds largest outsourcers has opened up operations in Australia. It may have taken a little...
Tasmania still pushing call centre growth

Tasmania still pushing call centre growth

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In encouraging signs for the industry, a recent article by ABC has signified Tasmania is still pushing to grow the local call centre industry,...
Mindpearl wins Malaysia Airlines global outsourcing contract

Mindpearl wins Malaysia Airlines global outsourcing contract

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Kuala Lumpur, Malaysia; Suva, Fiji, August 2016 Mindpearl has been awarded the global contact centre outsourcing contract for Malaysia Airlines, the national carrier of Malaysia. ...
Why Australian companies should offshore their call centre

Why Australian companies should offshore their call centre

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From the Editor: Well you can't say we don't provide a balanced opinion! In a recent article appearing on www.anthill.com.au the author suggested the basic...
In house or outsource, its getting harder to choose.

In house or outsource, its getting harder to choose.

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A recent article on NetworkWorld has tackled the increasingly difficult choice for organisations of whether to run your own internal (i.e captive) centres or whether...
Philippines Government saves $4m by outsourcing call centre work

Philippines Government saves $4m by outsourcing call centre work

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Easy access to Pag-IBIG Fund through Contact Center The Pag-IBIG Fund Contact Center makes the Fund more accessible to members after the outsourcing of...
outcome based contracts

Moving to outcome based contracts

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This in-depth white paper provides guidance in what to expect when you decide to move to outcome based contracts, preparing you for areas of...

There’s a new outsourcer in town

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The Australian outsourced contact centre market has a new player in town with one of the global power houses deciding to open up a...

New law aimed to penalise companies offshoring call centres

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After losing hundreds of thousands of call centre jobs to offshoring in the past decade, US congressman Gene Green has introduced the United States Call Center...

Why call centre outsourcing contracts are being terminated

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From the editor: Over the last two years, more than 50% of call centre outsourcing contracts are being terminated or not renewed at end of...
ydney call centre is increasing staff

Sydney call centre increasing staff by 500

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Ok a disclaimer up front - its Sydney in Nova Scotia, Canada not Australia.  The reason I'm sharing the article though is the reason...
underpaying call centre staff

Sydney based telemarketer admits to underpaying call centre staff

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Its reported today that Sydney based Mondial Telephone Fundraising admitted last month to paying its staff below the legal minimum. The story below was...
fmg

FMG expanding into the UK

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UK and Australian expansion on the agenda Forrest Marketing Group (FMG) is bucking the trend of call centres closing down in Australia by not only...
Connect Global logo

Connect Global open new office in Ruatoria, New Zealand

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FROM “cynical” to “employed”. These were the words of one of Ruatoria’s new call centre employees. The Connect Global call centre opened in Ruatoria today...
Aegis Logo

Aegis continue Malaysian expansion at the expense of Australia

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According to Sandip Sen, Global CEO of Aegis, Australia's economy is in "a bit of a crisis" and Malaysia is providing an alternative destination...
Origin Energy announce call centre outsourcing changes

Origin Energy announce call centre outsourcing changes

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Origin Energy's external affairs manager Ryan Auger has confirmed that they will not be renewing their contract with call centre operator Aegis which is...
CallActive logo

CallActive Liquidation – Update

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Update: 02 June 2016 In good news for former CallActive the Department of Employment has starting making payments for outstanding salaries, annual leave and redundancies...

CallActive – In Liquidation

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Sad news that outsourcer CallActive, a 40 year old Australian company closed the doors suddenly on Friday. The company closed the doors on its...
IT outsourcing

IT outsourcing becoming a thing of the past

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IT outsourcing still drives about 60% of the entire services sourcing industry, according to a Deloitte survey. In the mid-1980s, when information-technology outsourcing began...
How keen are you to win that outsourcing deal

How keen are you to win that outsourcing deal?

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In a very competitive market, just how keen are you to win that outsourcing deal? Most outsourcing service providers pay lip service to the idea...
How to effectively manage outsourced projects

How to effectively manage outsourced projects

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Its not uncommon for projects to now span the globe so how can you effectively manage outsourced projects? Always create a playbook that contains step-by-step...
China Outsourcing global powerhouse

Global powerhouse: China outsourcing market

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The China outsourcing market grew 6.6% in the first 8 months of 2015 worth a staggering $71.65 billion placing it second only to India in...
Renegotiating a new outsourcing agreement

Tips on renegotiating a new outsourcing agreement

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What to ask when renegotiating a new outsourcing agreement? Renegotiating a new outsourcing agreement is certainly not on the priority list of an organisation but it...
Business Process Outsourcing

Business process outsourcing is redefined

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It is a well known fact that for the past few months service providers have invested a great deal of effort to enable automation...
how call centres impact the local economy

How call centres impact the local economy

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Call centre employees usually get a bad reputation synonymous with doggedly persistent telemarketers who have the uncanny ability to know when you’re just sitting...
building your business with outsourcing

Be Smart; building your business with outsourcing

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Thousands of startups all over the world are already outsourcing administrative tasks like accounting, human resources, and even customer service. Now, businesses can even...
SLAs for strategic outsourcing

Building better SLAs for strategic outsourcing

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Service Level Agreements, contracts defining the expected performance of a service provider, do not guarantee the success of a partnership when outsourcing application development...
The keys to successful call centre outsourcing

The keys to successful call centre outsourcing

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The success of outsourcing your call centre depends on two things; the buyer has to be willing to put in the effort, and the...
why outsourcing your call centre is a smart idea

Three reasons why outsourcing your call centre is a smart idea

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Call centre services are an essential part of any business. Customers who are upset, elated, frustrated, or even curious want to hear another person’s...
Domino Effect of Call Abandonment

The Domino Effect of Call Abandonment

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Todd Perkinson, Chief Executive of The Royal District Nursing Service’s Call Centre in Auckland is singing the praises of specialist health call centre consultants...
Is outsourcing your call centre a good idea?

Is outsourcing your call centre a good idea?

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Is outsourcing your call centre a good idea is one of the most common questions tossed around a board room in an effort to...
why your BPO needs a good SMAC

Why your BPO needs a good SMAC

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We don't support violence but there is a good reason why your BPO needs a good SMAC. Current trends in Corporate IT have caused...
Hunter Water Call Centre Reinstated

Hunter Water Call Centre Reinstated

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HUNTER Water has admitted it made the wrong decision in outsourcing its customer call centre, and is bringing the service back to Newcastle. Three years...
The CPSU has demanded the Department of Human Services call centre outsourcing put on hold

CPSU says Human Services call centre outsourcing put on hold

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CPSU says Human Services call centre outsourcing put on hold for at least four weeks. The Community and Public Sector Union (CPSU) says it...
BPO Aegis Services to create 550 new jobs

BPO Aegis Services to create 550 new jobs

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Victorian Premier Denis Napthine has announced that Indian owned BPO Aegis Services to create 550 new jobs in its business processing outsourcing operations. "200 new jobs...
Union steps up action against DHS for call centre outsourcing

Union steps up action against DHS for call centre outsourcing

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Its now game on as the union steps up action against DHS for outsourcing plans for Medicare and Centrelink call centre work. The Department of Human...
Salmat Digital win Do Not Call Register contract

Salmat Digital win Do Not Call Register contract

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The Australia Communications and Media Authority (ACMA) have announced that Salmat Digital win Do Not Call Register contract. The Do Not Call Register has become an effective...
7000 public service call centre jobs around Australia are at risk

7000 public service call centre jobs around Australia are at risk

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Up to 7000 public service call centre jobs around Australia are at risk, says a union, as Telstra prepares to start answering phones at...
Telstra to axe 600 Australian jobs

Telstra to axe 600 Australian jobs as it shifts its focus to growth in...

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The CPSU claims Telstra to axe 600 Australian jobs and off-shore the positions to India over the next 12 months. 463 Telstra roles and 208...
Bureau of Meteorology to consolidate its contact centres

Bureau of Meteorology to consolidate its contact centres

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Australia's Bureau of Meteorology to consolidate its contact centres from the current model of five separate broadcast divisions into a central hub that will handle...
Energy Australia fined one million dollars

Energy Australia fined $1M for illegal sales practices

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Energy Australia has been fined a massive one million dollars by the Federal Court for its door-to-door sales practices in Victoria, Queensland and New...
Aegis to acquire Malaysia BPO Symphony Assets

Aegis to acquire Malaysia BPO Symphony Assets

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Essar Group's Business process Outsourcing arm, Aegis will acquire Malaysia-based PO firm Symphony Assets, in a deal worth $7.76 Million AUD. The acquisition will help...
Salmat is focussing on digital

Salmat is focussing on digital

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Salmat is focussing on digital after selling its BPO division. The new CEO of Salmat, Craig Downer is ready for the transition into digital...
Charity call centres have a bullying culture

Charity call centres have a bullying culture

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Former employees of Sydney contact centre, Contact Centres Australia alleged that they are underpaid and that there is a culture of bulling, intimidation and harassment. Alexandra Batorowicz...
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