BPO Contact Centres Australia caught in crossfire

Australian BPO Contact Centres Australia in the spotlight

BPO Contact Centres Australia received 58c in every fundraiser dollar raised by NSW Rural Fire Service

Fundraising efforts by the NSW Rural Fire Service Association, a registered charity set up to support volunteer Firey’s in the NSW Rural Fire Service, is in the spotlight after The Daily Telegraph revealed that almost 58c in every dollar donated via raffle ticket sales and donation drives — $13.7 million — has gone to commercial telemarketer BPO Contact Centres Australia.

Contact Centres Australia have recently rebranded to One Contact to “to better reflect the diverse nature of contact services we provide to our clients every day – all with one point of contact”.

One Contact, which lists Rio Tinto and Colgate among its commercial clients, states “every dollar counts so our focus is to deliver highly effective campaigns and maximum value for money.”

According to information on their website, OneContact operates from two sites in Australia, one in New Zealand and they recently opened a fourth office in Jakarta that looks after their quality assurance and software development.

There has been no suggestion that the BPO Contact Centres Australia has done anything wrong.

Calls to OneContact for comment however went unanswered (and their contact us email address doesn’t work) so it is unclear if the telemarketing activities were being conducted from the Australian operations or New Zealand.

As a registered charity, if the work was being conducted from Australia the campaign would be exempt from the Do Not Call legislation.

Recommended reading: Call centre outsourcing in Australia – everything you need to know

Find a current list of call centre outsourcers and BPOs on our CX Directory where you can easily filter by country and expertise. 

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