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Australian Contact Centre Industry News

Melbourne secures new Sales & Marketing Global Player

Melbourne secures new global Sales & Marketing provider

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Melbourne has secured a new global Sales & Marketing provider with support from the Victorian Government.
ATO announces $285M of call centre outsourcing contracts

ATO announces $285M of call centre outsourcing contracts

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The ATO has just announced $285M of call centre outsourcing contracts after a finalising their recent procurement process. The contracts are for the period...

Concentrix announce Scholarship Winners

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Concentrix has announced the winners of the Concentrix Unitec Leadership Success Scholarship, in partnership with Unitec Institute of Technology. This scholarship programme, launched in June...
Contact Centre Future Leaders Mentoring Program

Contact Centre Future Leaders Mentoring Program

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Contact Centre Future Leaders Mentoring Program Great to see the launch of a new initiative for the industry, especially for those looking to make a...
call centre workers plead guilty

Call centre workers plead guilty (almost)

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You may recall the article back in July about two call centre workers being arrested for skimming customer accounts. As a quick recap two (contracted)...
How to stop charity telemarking calls

How to stop telemarketing calls in Australia

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How to stop telemarketing calls A recent study by Choice has revealed something that most of us already know - we don't like getting unsolicited...
More Australian call centre agents working from home than ever before

More Australian call centre agents working from home than ever before

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Australian contact centres continue to embrace the global trend of providing work from home as a real option for its employees. In a talent short...
call centre workers arrested

Two call centre workers arrested for skimming customer accounts

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Following the arrest and subsequent jailing of a Queensland call centre worker earlier in the year, two call centre workers for Canberra based Electricity...
Salmat part ways with CEO

Salmat parts way with CEO Craig Downer

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Salmat Limited (ASX:SLM) has announced with immediate effect the departure of their Chief Executive Officer, Craig Downer. It has been reported that the decision was...
ASTIA call centre outsourcer formally launches in Sydney

New call centre outsourcer in Sydney formally launches

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In recent times it seems we have been reporting on call centres closing, so this news is a nice change! A new call centre outsourcer...
Outsourcing text on keyboard button

250 Government call centre jobs to be outsourced

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250 Government call centre jobs to be outsourced The Sydney Morning Herald is reporting that more than 250 call centre workers at the Department of Immigration...
More Centrelink Call Centre staff

More Centrelink Call Centre staff announced in Budget 2017-18 to reduce wait times

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Finally some more Centrelink Call Centre staff are on the way! In some welcome relief to callers to the Centrelink call centre the Australian Federal...
Hello can you hear me scam

The facts behind the ‘hello can you hear me’ scam

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The Facts behind the 'Hello can you hear me' scam' There has been widespread media attention over the past few weeks about a phone scam...
Call Centre worker jailed

Former Call Centre worker jailed over theft

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While I like reporting on the positive elements about the contact centre industry, unfortunately sometimes some negative elements are exposed. Earlier this year a Queensland call...
Australia's call centre wait times exposed

Australia’s call centre wait times exposed

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Channel 9's reporter Nat Wallace produced a report last week that conducted a hard hitting investigation into the wait times of some of the...
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...
Bos Global Holdings to purchase 40% stake in CallDesign

Call Design announces a new relationship with BOS Global Holdings

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22 March 2017, Melbourne, Australia.  BOS Global Holdings, a public company listed on the AIM Stock exchange in London, has this week announced its intention...
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....
Newcastle call centre set to close resulting in 71 local job losses

Newcastle call centre to close

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On the back of the confirmation that local Melbourne call centre outsourcer BMS has closed its doors, the Newcastle Herald is reporting that NSW TrainLink...
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...

Contact Centre Week 2017

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Well Day One of Contact Centre Week 2017 on the Gold Coast is all over and done with. A packed agenda with some great...
The call centre that wins awards for talking rubbish

The call centre that wins awards for talking rubbish

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Call centres get accused of lots of things and talking rubbish is often something many call centre agents (and customers!) are accused of. But...
Qantas sending Frequent Flyer call centre overseas

Qantas Frequent Flyer call centre is heading overseas

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The Australian Services Union (ASU) is reporting that Qantas will be shifting their Melbourne-based Frequent Flyer program to Manila and New Zealand in an...
another global call centre outsourcer about to enter Australia

Another global call centre outsourcer coming to Australia?

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The Geelong Advertiser is reporting that Xerox Business Services are currently in negotiations with the State Government to open a 500 seat call centre in...
42% Abandonment Rate

42% abandonment rate

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No thats not a typo. The Courier Mail has reported that one South Australian government agency had over 14,000 calls abandoned in the past...

Another Australian call centre closes suddenly

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Sad news at anytime, but particularly tough at this time of the year as Careers Australia announced yesterday that they are closing their Parramatta...

New NBN provider being smashed

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Reports today on the Sydney Morning Herald that new NBN Broadband Provider, My Republic is under siege over the poor customer experience being delivered...
iinet closes Sydney call centre

iiNet closes contact centre in Sydney

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A report by CRN has revealed that iiNet has closed their Sydney based contact centre leaving approximately 30 staff with the option of either...
cps call centre workers on strike

CPSU call centre workers on strike

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The ABC has reported that customers at Centrelink and Medicare could experience delays this afternoon as staff around the country walk off the job...

Australian call centre outsourcer caught in crossfire

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Fundraising efforts by the NSW Rural Fire Service Association, a registered charity set up to support volunteer Firey's in the NSW Rural Fire Service, is...
Another Australian Call Centre closes

Another Australian call centre closes

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In what has been a tough week for the Australian Contact Centre industry, sad news today that Sydney based outsourcer, Customers 1 to 1 is...
New 140 seat call centre for the Gold Coast

New 140 seat call centre for the Gold Coast

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Good news for the Gold Coast call centre community with the National Home Doctor service opening their new contact centre in Helensvale creating 140...
more Australian call centre jobs heading offshore

More Australian call centre jobs heading offshore

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News is filtering in that insurance Australia Group (IAG), the owners of brands such as NRMA, RACV, SGIC, SGIO, Lumley Insurance, Swann Insurance, WFI...
Australian Hairdressing Council opens new support call centre

New Employment Law call centre for AHC

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Always great to hear of new call centres emerging. The latest article by Shannon Gaitz has reported that the Australian Hairdressing Council (AHC) has expanded its...
Medibank investing more to fix call centre

Medibank investing more to fix call centre (again) with a $6m funding boost

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It seems to with increasing frequency that we are reporting that Medibank are continuing to pour money into fixing their customer experience. First it...
changes to 2017 Auscontact Awards program

Big changes to 2017 Auscontact Awards program

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The 2017 Auscontact Awards will be dedicated to the Year of the Individual with only Individual Nominations for the 2017 Awards Season. Centre Awards will return for...
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...
Average wait times blow out for child abuse hotline

Average wait times blow out for child abuse hotline

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We reported on a story earlier this year when South Australia's Child Protection Minister Susan Close declared that Abandoned Calls on a child abuse hotline was not...
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...
call centre workers hours

Unions claims call centre workers hours unfairly cut

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Its been reported today that the Department of Human Services (DHS), who runs the Centrelink, Medicare and Child Support call centres is slashing hours...
Telstra killing off more Australian call centre jobs

Is Telstra killing off more Australian call centre jobs?

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Updated 17:25, 20 October 2016 With a number of Outsourcers already heavily impacted by Telstra over the past few years (some terminally) there is news...
Another 300 Telstra jobs gone

Another 300 Telstra jobs gone to improve customer service

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Editors note: As an existing Telstra customer I've had my fair share of frustrations over the years when having to deal with their customer service...
iSelect chooses Aspect Software

iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

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Date: 9/14/2016, Phoenix, Arizona and Melbourne, Australia Aspect Via™, Aspect’s cloud-based Customer Engagement Center solution to personalize iSelect’s customer experience, automate workflows and increase self-service...
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,...
Medibank customer service overhaul

Medibank customer service overhaul

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In a recent article in CMO the Medibank CEO Craig Drummond has announced a Medibank Customer service overhaul in response to increasing customer frustration and the...
Hino Australia

Hino Australia opens new call centre

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From the editor: Always happy to report on companies investing in customer care in Australia so well done to Hino Australia who have opened...
Taxpayers are left short

Taxpayers are left short in call centre jobs boost

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With jobs becoming an increasingly scarce commodity its not surprising that any government is keen to offer some incentives to companies promising more local jobs to Aussies....
Avaya appoints new MD

Avaya appoints new MD for Aus/NZ (again)

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Avaya have announced their fourth local Managing Director in two years with Peter Chidiac formally appointed to the role. Peter has extensive local experience having...

Don’t worry about the Abandoned Calls metric – Government Minister

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Looks like we have a new call centre expert amongst us. South Australia's Child Protection Minister Susan Close has declared that the Abandoned Calls metric...
investigated by Fair Work Ombudsman

Outsourcer investigated by Fair Work Ombudsman

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The Illawarra Mercury has reported that Illawarra Communications PTY LTD, also trading as IllComm and Datacall Communications who operate a 24/7 message answering service,  has...
ANZ invest in Melbourne call centre

ANZ invest in Melbourne call centre

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In a story published on SMH its been claimed that ANZ has received a $50m boost in revenue by changing the furniture in its 1,400...
Contact centre hotel is open for business

Call Centre hotel is open for business

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Customers 1to1 CEO Barry Cottrill has seen a lot over this call centre career. So its no surprise that he has developed a unique concept...

Qantas officially open Tasmanian call centre

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On 21 June 2106 the Premier of Tasmania and Qantas officially opened the newly refurbished Qantas Premium Contact Centre today marking another significant milestone...
NAB appoints independent customer advocate. Sort of.

NAB appoints independent customer advocate. Sort of.

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National Australia Bank (NAB) today announced it has appointed Catherine Wolthuizen as an 'independent customer advocate' to support its retail and small business customers...
Telstra axe another 326 call centre jobs

Telstra axe another 326 call centre jobs

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Telstra have confirmed plans that they are axing 326 call centre jobs from their Perth and Melbourne centres. A Telstra spokesperson confirmed that the...
ipSCAPE appoints Chief Operating Officer

ipSCAPE appoints Chief Operating Officer

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Sydney, 29 June 2016 - ipSCAPE, a leading Australian cloud contact centre provider, today announced the appointment of Oliver Clarke to the newly created role...
charity donations jar

Charity donations on the rise

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With a number of outbound and telemarketing contact centres focussing on the fundraising sector there was some good news with charity donations on the...
Qantas call centre closes

Another Qantas call centre closes

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Sad news as another Qantas call centre closes with Tasmania now the only Australian Qantas call centre left. The Brisbane centre closed yesterday after it...
Auscontact Association

New Auscontact Chairman and Board has been announced

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The new Auscontact Chairman and Board has been announced after the recent board elections and the former Chairman, Michael Terry, completing his tenure. The...

Triple 000 call centre staff continue to be abused

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As we reported on a couple of weeks ago, the NSW Ambulance Service has had to resort to running a campaign to reduce the...

Call centre staff assaulted at QLD council

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The Courier Mail has reported an alleged assault at the Gympie Council that involved the Mayor and call centre staff. Its serves as a...

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...

Triple Zero call takers abused

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Its a pretty sad day when the NSW Ambulance Service has to run a campaign to try and stop the amount of abuse being...
Optus announce a dedicated Adelaide based call centre

Optus announce a dedicated Adelaide based call centre

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Optus announce a dedicated Adelaide based call centre when just over a month ago they announced they were cutting 200 call centre jobs from its Adelaide...
Salmat appoints new CSO

Salmat appoints new CSO to support growth strategy

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Australia’s full service marketing services company Salmat appoints new CSO to support growth strategy. Salmat (ASX: SLM), today announced the appointment of Ian Jones...

New hotline to be funded by 2016 Federal budget

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Whilst the $1B to fix the Centrelink call centres didn't materialise, author David Wroe from the Sydney Morning Herald has reported that $4 million...
2016 Federal Budget

2016 Federal Budget fails to resolve call centre crisis

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As we've reported on numerous occasions anyone who has to ring into the Centrelink call centre typically doesn't have great things to say about...
Australian Communications and Media Authority (ACMA) logo

Do Not Call Register Penalty handed out

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The Australian Communications and Media Authority (ACMA) continues a crackdown on companies breaching the Do Not Call Register Act, with a financial services company...

New Auscontact Directors announced

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The new Auscontact directors announced! Auscontact's CEO Fiona Keough has announced the results of the election of directors at the recent Annual General Meeting....
FuturePeople

FuturePeople heading in new direction

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In response to a changing industry landscape, FuturePeople, an established and award-winning recruiter renowned for its innovative work in the contact centre sector, announced...
Australian call centre jobs go offshore

Why do Australian call centre jobs go offshore?

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The simple answer is cost. Salaries account for approximately 80% of the running costs for a contact centre so anywhere you can find cheaper labour...
iSelect expands with new customer contact centre

iSelect Expands With New Customer Contact Centre

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Some good news for the local Melbourne contact centre industry with the market leader in online comparison services, iSelect Ltd, announcing the opening this week...
Call centre hotline to report illegal citizens

Call centre hotline to report illegal citizens

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  Channel Nine's A Current Affair are proudly announcing an "Australian Television Exclusive" allowing them inside a new call centre hotline to report illegal citizens...
Australian call centre failure contributes to horses deaths

Call centre failure contributes to horses deaths

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The importance of systems and communication between call centres and the rest of the business has been sadly demonstrated in a shocking case of...

Telstra call centre accesses protected information

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Two back of house call centres for Telstra accessed protected information due to system errors causing a breach reported to the Australian Competition and...
hospital

Call centre coaching session puts worker in hospital

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From the editor: Yes, its an attention grabbing headline but its also true. In an article by Noel Towell, Canberra Times it was revealed...
Complaints

Telstra’s offshore call centre in cultural alignment shocker

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In an article on www.lifehacker.com.au last week author Spandas Lui took aim at the challenges in offshore call centres understanding the cultural differences and local...
Optus cuts 200 call centre jobs

Optus cuts 200 call centre jobs in Adelaide

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After reporting last week about ISP Internode's plan to start using offshore resources today the ABC has reported that Optus is cutting close to 200...
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...
boxing glove

The knock out blow for the Australian call centre industry?

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In what could be a knock out blow for the Australian call centre industry, the campaign has begun by the ACTU to increase the minimum wage...
suitcase with Australia flag

More Australian call centre jobs moving offshore

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In a blow to the local Adelaide call centre community, Internet Service Provider Internode announced this week that we "will be seeking some help...
Digital Customer Care conference 2016

Key Learnings – Digital Customer Care Conference

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Digital Customer Care, Contact Centre and Experience Forum, Sydney March 30-31 2016.  This conference was promoted by a new player in the Contact Centre space,...
Duncan Camp

Behind the leaders of Australia’s customer service industry: Duncan Camp

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"In a way, the phrase I do believe in is that the 'Customer always thinks they’re right'. The customer is really the only person...
prank emergency calls

Prank emergency calls

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Its pretty sad that someone's life can be lost by people making prank calls, or frivolous calls to the 000 number taking up valuable...
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...
Steve Mitchinson

Behind the leaders of Australia’s Customer Service Industry: Steve Mitchinson

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"A wise man once told me that Perception is reality – if the customer thinks he is right then we must somehow make him think that...
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...
angry customer

Is Service NSW a $1b failure?

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In all honesty I've heard nothing but positives on the call centre component of service NSW however to be fair I don't live in...
Do Not Call Register

Do Not Call Register breaches

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The Australian Communications and Media Authority has issued formal warnings to two companies for their roles in making telemarketing calls to numbers on the Do...
heading offshore

More Australian call centre jobs going offshore to the Philippines

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Expect more Australian jobs going offshore with Acquire BPO's rapid growth continuing as it confirms they are looking to acquire another 2-3 local Philippine companies...
wait times investigation

Wait times investigation by A Current Affair

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Well the bastion of good journalism is at it again, this time testing the wait times across private and government businesses. Of course they...
submit an article

Submit an article at Contact Centre Central

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Want to submit an article for Contact Centre Central? We are always on the look out for great content to share with our loyal...
on hold for 15 hours

Centrelink customer on hold for 15 hours. Really?

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A MOTHER has claimed she waited for 15 hours on hold to get through to Centrelink staff as the service experiences a blowout in...
transcom announce new region

Transcom announce new region – English Speaking and APAC

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Transcom exits Colombia, reviews remaining Latin American business and streamlines management structure Stockholm, 18 January 2016 Transcom will close its loss-making site in Colombia and review...
importance of cultural alignment

Lifeline breaks the 1 Million a year contacts barrier

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For the first time in its 52-year history, Lifeline received more than a million requests for help from everyday Australians in 2015, including the...
new call centre location for Allianz

Flash new Allianz call centre being built at Broadbeach

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A flash new Allianz call centre location has been announced with Allianz moving 150 new staff to level two of the soon to be revamped...
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...
contact centre promotion

Contact Centre Promotion – a new trend?

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Its not something we see very often but congratulations to StarTrack for embracing the concept of contact centre promotion. StarTrack recently released a video...
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