iSelect has announced it's bringing back contact centre jobs back from offshore with 90 jobs in South Africa returning to Victoria.

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls - real-life Triple Zero Heroes!

The winners of the 2018 Auscontact award winners in Western Australia have been announced by the Auscontact Association - congrats to all winners!

The winners of the 2018 Auscontact award winners in South Australia have been announced by the Auscontact Association - congrats to all winners!

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

No matter what your background is or what your experience is in leadership, these 10 leadership tips are guaranteed to make you a better leader. With call centres in particular providing lots of career opportunities and people management a core requirement, nurturing great leaders is critical for long term success.

With changes to the way contact centres operate and a higher focus on quality, its about time the AHT metric should be extinct. We mount the case why Average Handling Time should be removed as a way of measuring a call centre agents performance.