The ATO has just announced $285M of call centre outsourcing contracts after a finalising their recent procurement process. The contracts are for the period commencing 1 November 2017 through to 29 Feb 2020.
The Australian Tax Office has awarded four providers contracts to provide services including call centre, accounting, payroll and human resources.
- Serco Global Services $124.2M
- Datacom Connect – $76.2M
- Stellar Asia Pacific $49.6M
- Probe Group $35.7M
The Community and Public Services Union (CPSU) expressed concerns in their pre-budget submission about the continuing increase in outsourced labour. Call Centre outsourcing had originally started as a way to help respond to peak demand times during tax times however “members report that labour hire staff are now engaging in compliance and debt work … undertaking audits and other ‘core’ ATO functions.”
The future of Call Centre outsourcing in Australia continues to show signs of growth and $285M worth of contracts will certainly provide a solid foundation for the future for the companies mentioned. Not to mention the broader contact centre industry with the flow on effects to contact centre technology & recruitment providers to name just a few.
Having lived through the joys of submitting government tenders, congratulations to the companies mentioned as no doubt plenty of hard work went into the submissions.