Sad news today as Vodafone axe Hobart call centre jobs as a result of declining call and complaint volumes. After investing over $200 million in their Hobart call centre and employing over 850 people at this peak, today the Telco giant announced up to 100 voluntary redundancies in the Hobart call centre.
When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.
A Silver Top Taxis call centre is opening in South Africa at the expense of local call centre jobs in Australia. With the Taxi industry under siege by ride sharing apps, moving some call centre functions offshore will save costs in the short term, but will this strategy hurt in the long term?
The Salmat contact centre business has been sold with the Probe Group to acquire the call centre business from 30 April 2018. Combined, the call centre outsourcer will now have over 3,500 staff across Australia, New Zealand and the Philippines.
Call centre upselling can be an addiction for some businesses. After all, they've got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?
Call Journey announce Genesys partnership Australian grown Call Journey and Genesys partner up to transform customer experience with conversation analytics. 9 Feb 2018 A new partnership between Call Journey and Genesys is set to revolutionise […]
Gartner predicts that 85% of all customer interactions will be handled by AI by 2020 so we take a look at the use of AI in Australian call centres today and hear from local leaders on what to expect in the near future, along with some tips on how to get started.
We've collated all the key learnings from the 2017 Government Contact Centre Summit into one handy article so you can quickly digest how Government is changing the CX to cater for the customers expectations of today.
Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.
Like most Australians, I get annoyed by telemarketing calls. But what can be done in Australia to stop telemarketing calls and what are the rules? We reveal the truth from inside the call centre industry.