Offshore call centres

Its a topic that is discussed a lot both inside and outside of the call centre industry – offshore call centres.  With everyone having an opinion on the benefits or disadvantages of offshore call centres, we’ve collated all our articles into one location so you can form your own opinion.

We also have a range of free guides on call centre outsourcing – simply join our free membership program and you can download immediately.

September 19, 2018
iSelect bring call centre jobs back to Victoria

iSelect bring call centre jobs back to Australia

iSelect has announced it's bringing back contact centre jobs back from offshore with 90 jobs in South Africa returning to Victoria.
April 28, 2018
Silver Top Taxis open call centre in South Africa

Silver Top Taxis call centre opens in South Africa

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?
March 20, 2018
SMART Group move call centre outsourcing to South Africa

SMART Group move call centre outsourcing to South Africa

Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.
February 2, 2018
Moving your call centre offshore

The allergic reaction to nearshore and offshore call centres

Many businesses have or are considering nearshore and offshore call centres typically as a way to save costs for their business. But is it the right move for your business? We look at some of the typical reactions and objections and whether some of it is warranted.
October 26, 2017

The real risk to the Philippines contact centre industry

Over 40,000 Philippines call centre jobs will be lost to technology in the next 5 years however there is a much large issue emerging that could decimate the industry.
August 22, 2017
Does a call centre location really matter?

Does a call centre location really matter?

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.
February 6, 2017

Qantas Frequent Flyer call centre is heading overseas

In a move sure to upset their Frequent Flyers, the Qantas Frequent Flyer call centre is being sent overseas resulting in local job losses and potentially increased frustrations for their loyal customers.
December 7, 2016
Why Australian call centre jobs are GOING OFFSHORE

Why Australian call centres are going offshore

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?
November 22, 2016

More Australian call centre jobs heading offshore

More Australian call centre jobs heading offshore with IAG brands such as NRMA, RACV, SGIO and CGU announcing their intent to move call centres overseas to deliver more profit for their shareholders at the expense of local jobs and a lower quality customer experience.
November 21, 2016

Offshore call centres data security again called into question

Yet again offshore call centre data security is in the spotlight with claims an Indian based company AI Solutions is selling private information on Australian consumers for between $350 and $1,000. […]
October 26, 2016

Australian BPO TSA Group opens new Philippines call centre

With 1,000 employees already working in the Philippines in their Makati site, Australian BPO TSA Group have now opened a second site providing accommodation for close to 500 staff. Starting their […]
September 1, 2016

Why onshore call centres are back in vogue

The dynamics are slowly shifting with the trend returning to onshore call centres back in Australia and a better customer experience provided by call centre outsourcers.
August 29, 2016
Why Australian companies should OFFSHORE THEIR CALL CENTRE

Why Australian companies should offshore their call centre

There are a lot of reasons why Australian companies should offshore their call centre with saving money the biggest driver. But there are also other advantages that businesses can capitalise on by moving their call centre overseas.
August 10, 2016

A unique insight into the Philippines call centre industry

Over the past few years we’ve sadly reported multiple instances of Australian call centre jobs heading offshore, typically to the Philippines. Whilst its been a frustrating experience for most of […]
June 29, 2016

Is the Phillipines call centre industry at risk?

The risks of the Philippine’s has already been well documented with the constant threat of wild weather having the the potential to take your call centre off the grid at […]
April 19, 2016

Sydney call centre increasing staff by 500

Ok a disclaimer up front – its Sydney in Nova Scotia, Canada not Australia.  The reason I’m sharing the article though is the reason behind the staff increase – a […]
April 18, 2016

Telstra’s offshore call centre in cultural alignment shocker

Telstra have another cultural alignment shocker by their offshore call centre leading to another customer service nightmare.
April 13, 2016

Optus call centre cuts 200 jobs in Adelaide

In a further blow to the Australian call centre industry, the Optus call centre in Adelaide has announced plans to remove 200 jobs and move them to an offshore call centre.
April 5, 2016

More Australian call centre jobs moving offshore

Adelaide based ISP provider Internode has announced plans to move some of their call centre jobs offshore to South Africa in a blow to the local community.
February 18, 2016

Telstra customer service in the news (again!)

It hasn't been a good week or two for Telstra customer service with another example of a pretty ordinary customer experience. Who happens to be a journalist... Thats never going to end well.
January 28, 2016

More Australian call centre jobs going offshore to the Philippines

Expect more Australian jobs going offshore with Acquire BPO’s rapid growth continuing as it confirms they are looking to acquire another 2-3 local Philippine companies to satisfy the demand of Australian […]
January 15, 2016

Origin Energy announce call centre outsourcing changes

Origin Energy’s external affairs manager Ryan Auger has confirmed that they will not be renewing their contract with call centre operator Aegis which is due to expire on February 28, […]
September 23, 2015

BT to stop using Indian call centres

British Telecom after careful thought due to the volume of complaints and poor customer service has announced plans to stop using Indian call centres and is bringing all customer service work back […]
September 17, 2015

How call centres impact the local economy

Call centre employees usually get a bad reputation synonymous with doggedly persistent telemarketers who have the uncanny ability to know when you’re just sitting down to dinner, or faceless voices […]
August 21, 2015

Spike In Demand Causes Problems for CityLink Call Centre

Transurban’s Victorian head of public affairs, Tim Salathiel has apologised this week for recent delays in answering calls at the CityLink call centre and he has promised that no users […]