Australian call centre industry information
As the leading source of vendor-agnostic information on the Australian CX and call centre industry, we do our best to provide access to free information that both supports and promotes the CX and Call Centre industry in Australia.
We’ve listed below some of the frequently asked questions about the Australian call centre industry.
Are you receiving annoying calls from an Australian call centre? Read our article on How to stop Telemarketing calls
Frequently Asked Questions
How big is the Australian call centre industry?
Its 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.
Is there any industry research available?
The call centre industry association, Auscontact Association, does not produce any industry research and has elected to partner with a private company called Fifth Quadrant to produce a report called the Australian Contact Centre Benchmarking Report.
After a break for a few years, a new report was released in January 2018. You can 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.
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 a call 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, its 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 is anywhere between 18 months and 3 years. It’s now not uncommon though for people to have worked over 20 years in the call centre industry!
Turnover can also be high compared to other industries – a widely accepted figure is around 40% per annum.
Is there a list of conferences, training courses, networking events etc. for people working in customer experience and call centres?
Yes. We have an online Industry Events Calendar that collates all the upcoming events from the different organisers so you can easily find the next event coming up close to you. This includes conferences, training courses, networking events, site tours and more.
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.
In fact, according to FlexibleJobs.com.au 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
Where can I find businesses that provide products and services for call centres?
We’ve listed over 300 businesses that provide products and services for call centres in Australia in our online Business Directory. Everything from call centre technology, data and recruitment through to consultants and outsourcing.
Is there a list of all the call centres in Australia?
Sadly no. You can view the list of outsourced call centres in Australia on our Supplier 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. If you’d like to learn more click here.
Aren’t all Australian call 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 times are a changing! Customers are demanding better levels of service and the competition for consumer spend has never been greater. Its 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 call centre jobs?
In 2019 we are launching 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 our Business Directory. You will also find call centre jobs on Seek, Jora, Indeed and Gumtree.
Where can I get more information?
We’ve included links to some of our popular articles and resources below. If you are still stuck, contact us and we’ll do our best to help.