Information about the Australian call centre industry
As one of the leading sources of information on the Australian CX and call centre industry, we do our best to provide access to free, up to date information that both supports and promotes the industry. If you’ve got some questions about the Australian call centre industry, we’ve put together some of the frequently asked questions for you below.
Are you receiving 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 other challenges is getting an accurate estimate 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’.
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 Medial (e.g. Facebook and Twitter) through to Live Chat and 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?
Yes. A company called Fifth Quadrant 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 however CX Central readers can get 10% off by using this link.
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 dont go to school or university to hopefully one-day work in a contact centre! People typically start their journey as a first job or to earn some money whilst studying through to people looking for a career change.
This is slowly changing though as call centres offer a great career choice providing a great mix of technology, people and customers!
Related article: Common myths about working in a call centre
What type of people work in call centres?
Call centres attract all sorts of people! From people fresh out of school, uni students and actors through to retirees who have decided to return to the work force. 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.
Whats the average tenure of someone who works in a call centre?
The widely accepted average is anywhere between 18 months and 3 years. Its 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 call centres?
Yes. We have the only calendar on the internet that collates all the events from the different organisers so you can easily find the next event coming up close to you. Click here to search
Is it possible to have a career in call centres?
The call centres 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 ItsMyCall (An Australian jobs website coming soon that focusses exclusively on call centre jobs) 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!
[Related article: 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. Everything from call centre technology, data and recruitment through to consultants and outsourcing.
You can find all the suppliers in our free CX & Contact Centre Supplier Directory.
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 however 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?
Its 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.
Related article: Does a call centre country location really matter?
Where can I find call centre jobs?
In late 2018 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. With our background in contact centres, our innovative search filters and platform (including video applications) provide a fresh alternative to finding your perfect candidates.
Where can I get more information?
Our website is packed full of free resources that you a free to browse. If you subscribe to our monthly newsletter it also unlocks exclusive content that you can download including our popular Call Centre Calculator, how-to guides, white papers, case studies and more. Subscribe here for free.
Alternatively, you can contact us and we will do our best to assist you.
Quick links to our resources:
CX Group Australia
CX Central is part of the CX Group Australia, a group of businesses providing a range of products and services to help businesses understand more about call centres and CX (Customer Experience) and how applying it correctly, can benefit customers, staff and the bottom line. Learn more about our different businesses below:
Finally, there is a real solution for specialist CX & call centre training delivered by industry experts.
Whether it’s for frontline staff, emerging leaders or high-performance contact centre management, we’ve got a course for you!
Specialising in small call centres up to 80 seats, we provide specialist consulting services for call/contact centres including Health Checks, technology refreshes, KPI’s, process optimisation and outsourcing procurement through to a complete CX transformation strategy.
CX Connect is a smart sourcing solution for businesses. Our free service will help you connect to suppliers of CX related products and services that have passed our rigorous quality checks, and have proven experience delivering similar services for other customers saving you time, money, risk and stress!
FlexibleJobs.com.au is a job website designed to help people find the perfect job to suit their lifestyle designed, built and operated right here in Australia.
With categories specifically for contact centres along with innovative search filters its never been easier to find your perfect job!