The 2018 Australian Contact Centre Industry Report
Its been a long time between drinks but Fifth Quadrant have finally released their long-awaited 2018 Australian Contact Centre Industry Report.
There’s a heap of information (138 pages) of data collated from 143 contact centres in Australia ranging from centres under 20 seats (21%), 20-99 seats (50%) and over 100 seats (29%).
There were certainly some interesting results with some key surprises on the rate of staff turnover and the reduction in offshore call centres.
The sample size is well down on previous reports so this may skew the data somewhat in addition to significant changes in employment status such as the increasing use of contractors that I suspect also skews some of the staffing figures.
Regardless, it’s great to get a report again and hopefully with some renewed efforts from everyone in the industry next years will be bigger again.
October 2020 Update: Unfortunately the report has not been produced since Jan 2018 and in September 2020, the Auscontact Association announced a new research partner so it would appear we may not be seeing this report again which is a shame as it was a great source of data.
There is however new industry research available with SMAART Recruitment (a specialist recruitment agency for contact centres) producing a 100-page best-practice and benchmarking guide for the Australian Contact Centre industry released in October 2020.
View the 2020/21 Australian Contact Centre Industry Best Practice Report Highlights >
The 2018 Australian Contact Centre Industry Report Info-graph
If you’re short on time or don’t want to purchase the whole report the team at Fifth Quadrant have put together a helpful info-graph with some of the key findings:
Want to see the full report?
You can purchase a full copy of the report from Fifth Quadrant who have kindly offered our readers a 10% discount. Just click here to access the discount.
Please note that there was NO report issued in 2019/2020 so this remains the latest report produced by Fifth Quadrant.
Other industry resources:
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