Local CX and call centre industry news

Local CX and Australian call centre industry news

CX Central is the home of news, resources, articles, research, white papers and case studies for the Australian call centre and CX industry.

You can search through hundreds of articles to discover the latest news along with what’s happening in the local contact centre industry with call centre news covering all states including Victoria, New South Wales, Queensland, Western Australia, South Australia and Tasmania.

Simple browse through the articles below displayed in date order, or for a more customised search click here or on the magnifying glass at the top of the page.

If you would like to see call centre articles for a particular category just click on the Articles menu option where you will find all our popular articles.

September 28, 2018
Sydney call centre outsourcer Peakbound closes

Sydney call centre outsourcer closes

Sad news with Sydney based call centre outsourcer Peakbound closing its doors suffering collateral damage as part of the Royal Commission into the Financial Services industry.
August 15, 2018
Auscontact 2018 Western Australia award winners

2018 Auscontact award winners in Western Australia

The winners of the 2018 Auscontact award winners in Western Australia have been announced by the Auscontact Association - congrats to all winners!
August 15, 2018
Auscontact 2018 South Australia award winners

2018 Auscontact award winners in South Australia

The winners of the 2018 Auscontact award winners in South Australia have been announced by the Auscontact Association - congrats to all winners!
June 13, 2018
A complete list of Australian 2017 CX, CALL CENTRE & CUSTOMER SERVICE AWARD WINNERS

A complete list of Australian 2017 CX, call centre and customer service award winners

A list of all the Australian 2017 customer service award winners in 2017 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.
May 7, 2018
Vodafone axe call centre jobs in Hobart

Vodafone axe Hobart call centre jobs

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.
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 26, 2018

Salmat contact centre business sold

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.
March 16, 2018
contact centre mentoring program launches

New contact centre mentoring program launches

The Auscontact Association & Symmetry HR NSW have joined forces to launch a mentoring program that will bring together senior practitioners from diverse verticals to mentor up-and-coming leaders in the call centre industry.
March 15, 2018
The 2018 Australian Contact Centre Industry Report

2018 Australian Contact Centre Industry Report

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.
March 10, 2018
Chatbots are on the rise in Australia

Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed a significant increase in the number of Australian businesses looking to implement chatbots and other self-service technology throughout 2018.
November 22, 2017
Melbourne secures new global sales & marketing BPO

Melbourne secures new global Sales & Marketing BPO

Melbourne has secured a new global Sales & Marketing BPO with support from the Victorian Government with plans for an initial 80 new jobs.
September 15, 2017
ATO Announces $285M of call centre outsourcing contracts

ATO announces call centre outsourcing contracts worth $285M

The Australian Tax Office (ATO) has awarded four call centre outsourcing contracts worth over $285M to handle call centre, accounting, payroll and human resources functions over the next four years.
September 4, 2017
New contact centre future leaders mentoring platform

Contact Centre Future Leaders Mentoring Program

A new Contact Centre Future Leaders Mentoring Program is being launched in Melbourne helping those looking for forge a career in contact centres.
August 24, 2017
Call centre workers plead guilty to theft

Call centre workers plead guilty (almost)

Two call centre workers plead guilty today after they were arrested for allegedly skimming ActewAGL customer accounts of over $13,000 and its fair to say the plea by one of the accused was a little surprising.
August 15, 2017
Concentrix mid year review 2017

Concentrix mid year review 2017

Concentrix's Country General Manager (Australia & New Zealand) Peter Monk has released his mid-year review including Concentrix's recent acquisition of Tigerspike.
August 3, 2017
How to stop telemarketing calls in Australia

How to stop telemarketing calls in Australia

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.
July 30, 2017

More Australian call centre agents working from home than ever before

A new survey released by SMAART recruitment has revealed more Australian call centre agents are working from home than ever before as contact centre technology improves to the point its a replica of working in a traditional call centre with all the comforts of home and no commuting time.
July 13, 2017

Two call centre workers arrested for skimming customer accounts

Two call centre workers arrested for skimming customer accounts have faced 15 charges of fraud after allegedly stealing over $13,000 from customers.
June 6, 2017

The fallout from the CallActive Liquidation continues

The fallout from the CallActive Liquidation continues as the NZ Liquidators seek ways to recover money owed to former call centre staff and other creditors.
June 1, 2017
SALMAT ANNOUNCES CEO DEPARTURE

Salmat parts way with CEO Craig Downer

Publicly listed company Salmat Limited (ASX:SLM) has announced with immediate effect the departure of their CEO Craig Downer.
May 18, 2017

New call centre outsourcer in Sydney formally launches

A new call centre outsourcer in Sydney has formally launched providing a range of call centre services from their Surrey Hills contact centre.
May 17, 2017

250 Government call centre jobs to be outsourced

News has emerged following the 2017 Federal Budget that 250 Government call centre jobs to be outsourced from the Department of Immigration.
May 11, 2017

Budget news: More Centrelink call centre staff to reduce wait times

Finally some relief on the crazy wait times with more Centrelink call centre staff announced in the Federal Budget 2017-18 to reduce wait times with reports over 250 additional call centre staff will be added to the Centrelink call centre.
May 1, 2017
call centre worker jailed

Former Call Centre worker jailed over theft

A Virgin Airlines call centre worker has been jailed after admitting to stealing more than $200,000 worth of free flights using a system loophole.
April 16, 2017

Australia’s call centre wait times exposed

In Channels Nine's latest bid for a Walkley Award, reporter Nat Wallace's investigation has revealed Australia's longest call centre wait times. Its a hard hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders. OK think we've built it up enough...