Australian Contact Centre Industry Information
Our goal is to promote and support the industry through our CX Central website which is jam-packed full of free resources including:
- Over 800 articles written by industry experts.
- A comprehensive free Business Directory to help find other suppliers of all CX and call centre related products and services.
- An Industry Events Calendar that lists all the upcoming industry conferences, training courses, webinars, site tours, networking events and more.
- A CX Glossary with over 150 terms, abbreviations, acronyms and so on.
- A heap of free downloads including guides, call centre calculators, whitepapers, case studies and more.
Frequently Asked Questions about Call Centres in Australia
How big is the Australian contact centre industry?
It’s difficult to get an exact number given the definition of a call centre varies greatly within different industries however a widely accepted figure is that within Australia, the call centre industry employs over 250,000 people.
One of the challenges in getting an accurate number is that call centres are not seen as a stand-alone industry.
So people tend to say they work in customer service for example – but that could be in a retail store or a call centre etc.
There are also plenty of businesses that have people on the phones all day, but they don’t classify themselves as working in a ‘call centre’ due to the often unfortunate (and uneducated) stigma associated to the job.
Is there a difference between a call centre and a contact centre?
In the old days if you worked in a call centre that is predominately what you did – answer calls.
These days the ‘contact’ centre has evolved to support multiple forms of contact from customers including Email, Social Media (e.g. Facebook and Twitter) through to Live Chat and now even Video Chat.
So basically call centre is an old term but as its widely known its still very much in use today.
Where can I find businesses that provide products and services for call centres?
We’ve listed over 400 businesses that provide products and services for call centres in Australia in the free CX Directory.
Everything from call centre technology suppliers, data suppliers, recruitment providers, consultants, call centre outsourcers and more!
With easy to search categories and keywords to make it easy to find exactly what you need.
Search the free CX Directory >>>.
Is there a list of conferences, training courses, networking events etc. for people working in customer experience and call centres?
We list all the upcoming conferences, training courses, site tours and more regardless of who is running the event on the Industry Events Calendar so you can easily find the next event coming up close to you.
Is there any industry research available?
The call centre industry association, Auscontact Association, previously used to partner with a company called Fifth Quadrant to produce a report called the Australian Contact Centre Benchmarking Report.
Unfortunately, the most recent report was released in January 2018.
You can still purchase a full copy of the 137-page report for $995+GST. CX Central readers can get 10% off by using this link – for transparency, we receive NO commission for this.
In Septemeber 2020 Auscontact announced a partnership with COPC as their Industry Research partner so hopefully we’ll see some data soon.
The new Australian Contact Centre Industry Best Practice report
SMAART recruitment commenced publishing their Australian Contact Centre Industry Best Practice report in 2019 and the latest one (published in October 2020) contains benchmarking data from over 160 Australian contact centres including salaries, KPIs and lots more!
You can view a summary of the report by clicking the link below.
Our chief editor Justin Tippett is a contact centre and customer experience industry expert and is available to provide commentary, insight and opinion on matters relating to contact centres (aka call centres), customer service & customer experience matters.
Justin is available for TV, Podcasts, Webinars, Radio and print interviews.
How does CX Central make money?
CX Central is funded by our parent group, CX Group Australia that provide the following core services:
- Call Centre and Customer Experience training – from frontline agent skills, emerging leaders through to executive skills. Courses are available privately and publicly. Visit CX Skills.
- A Business Directory that lists all the suppliers of contact centre and customer experience related products and services like technology, trainers, consultants, recruitment agencies, outsourcing companies and more. Visit the free CX Directory >>>
- Contact Centre and Customer Experience Consulting – from call centre diagnostic/health checks through to consulting support with technology, process optimisation, strategy and more. Visit CX Consult.
- As the most visited website in Australia for call centre professionals we also provide advertising and event promotion options directly on this website – view our advertising options.
Why do I keep getting calls from a call centre and how do I stop them?
We feel your pain!
There are actually some very specific rules about how and when call centres can ring you at home.
You can read more about it, and some advice on how to make them stop in our ‘how to stop telemarketing calls‘ article.
Why do people choose to work in an Australian contact centre?
It would be fair to say that currently, most people don’t go to school or university to hopefully one day work in a contact centre!
People typically start their call centre journey as a first job or to earn some money whilst studying through to people looking for a career change.
There are many common myths about working in a call centre but thankfully more and more people are seeing call centres and CX as a great career choice that provides a great mix of technology, people and customers!
What is the average age of someone working in a call centre?
Despite a perception that call centres are often full of young people, the truth is call centres attract all sorts of people and all stages of life.
From people fresh out of school, uni students and actors through to retirees who have decided to return to the workforce.
Given the diverse range of call centres, it’s also not uncommon to have qualifications relevant to the calls you might be taking e.g. Nurses, Technical Support, Building Advice, Poisons advice, emergency services, financial advice etc.
As such, and despite common belief, you will often find highly qualified people working in a call centre providing professional service and advice.
What’s the average tenure of someone who works in a call centre?
The widely accepted average in an Australian Contact Centre is anywhere between 18 months and 3 years with the most recent data (2020) revealing:
- Frontline agents have an average tenure of 22 months
- Average turnover for a call centre in Australia is 45%. Of those leaving, 44% leave to other internal roles and 56% leave the business altogether.
- Best practice – 18% of contact centres have an average tenure of over 3 years.
It’s now not uncommon though for people to have worked over 20 years in the call centre industry!
What are the career options in call centres?
The call centre industry offers great career opportunities with a huge variety of roles from on the phones, to social media management, HR, Finance, Training, Recruitment, IT, Reporting, Forecasting and more, shifts that offer a flexible work/life balance, fast promotion opportunities, substantial training and development commitments and workplaces that celebrate and reward performance.
According to our research, there are over 60 job types that you will find in a call centre. Now that’s a lot of choice and room to grow!
Still not convinced? Read our article on the 15 best things about working in a call centre
Is there a list of all the call centres in Australia?
You can view the list of outsourced call centres in Australia on the Industry Business Directory but there is no list available that has all call centre locations, sizes etc available.
As we alluded to earlier, given the sheer diversity of businesses that have people on the phone and the different definitions of a call centre, it’s currently not possible to collate the data.
Is there a list of businesses that use Australian or overseas call centres?
Yes, but it’s not public yet!
We are working on our new website called Where is the call centre? that will enable consumers to search by business name or industry sector to find out where the call centres are based.
We don’t advocate a position either way as they both have their benefits, our plan is to simply provide consumers with the ability to make an informed choice.
We aim to launch the website in 2020/21.
Aren’t all Australian contact centre jobs going offshore?
It’s true that there has been a number of jobs that have gone offshore, initially to India with now the Philippines and South Africa as the ‘’in’’ location.
But with COVID-19 and the plummeting Australian Dollar things are changing quickly.
But even prior to that, customers are demanding better levels of service and the competition for consumer spend has never been greater.
It’s taken a while but companies are now starting to realise that customer service is one of the key decisions in choosing and staying with an organisation.
As a result, more companies are starting to invest in their customer experience to attract and retain customers in an ever-increasing competitive marketplace.
And with that level of investment, there has never been a better time to be involved in the local contact centre industry.
Our article ‘Does a call centre country location really matter?‘ explores the topic so you can make an informed decision.
Where can I find Australian Contact Centre jobs?
In 2020 we are launching our own website called FlexibleJobs.com.au – a purpose-built jobs website featuring specially designed categories and search filters making it easy for people to find the perfect job to suit their lifestyle.
Early morning starts, parent-friendly jobs, weekend-only shifts and more.
With our background in contact centres, our innovative search filters and platform (including video applications) really does provide a fresh alternative to finding your perfect candidates.
There is also a range of specialist call centre recruitment agencies that you can find in the Industry Business Directory.
You will also find call centre jobs on Seek, Jora, Indeed and Gumtree.
Where can I get more information?
If you are still stuck, contact us and we’ll do our best to help.