Is a new global call centre outsourcer coming to Australia?
The Geelong Advertiser is reporting that Xerox Business Services is currently in negotiations with the State Government to open a 500 seat call centre in Geelong (Victoria’s second-largest city) as part of a closed tender for the Department of Justice and Regulations – infringement enforcement department.
According to the article’s author, Jemma Ryan, it is believed Geelong is the preferred location as part of a push to create jobs in regional Victoria.
Ryan claims that Xerox Business Services is one of four bidders in the tender process but the only one nominating Geelong as its preferred location.
Xerox Business Services declined to comment when approached in recent days.
The global call centre outsourcer has 160 customer service centres around the world employing about 52,000 people.
The current provider, Tenix Solutions, lost the contract to deliver a new infringement management system in March 2015 after substantial cost and time blow-outs that contributed to fine revenue leaks of $1.2 billion.
The details of the settlement (for the cancelled contract) between the Victorian State Government and Tenix Solutions was not revealed however it would be a reasonable assumption that it put the relationship under strain.
This may well pave the way for a new provider to step in and manage the call centre.
Geelong, and other regional centres, can be a mixed bag for contact centres.
There is no denying the positive impacts of a major jobs boost can have throughout the local community.
The smaller population base, however, can become the Achilles heel of the operation and there are plenty of vacant call centres scattered around the country all with similar tales to tell.
We’ll save those stories for another article but for now, you can read the full article that appeared in the Geelong Advertiser here.
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