Melbourne call centre outsourcer announces closure
News today that Melbourne-based call centre outsourcer Teleperformance is closing its operations on 31 May 2019.
The centre, based in Burwood Melbourne, has notified its 155 people that the centre will close effective 31 May, 2019.
All 155 positions are being made redundant consisting of 149 are full-time employees, 3 part-time and 3 casual.
In a letter to employees, Hannah Do, CEO Teleperformance Australia has cited a change in the global business strategy of Teleperformance saying “The Burwood call centre was established in 2016 to grow Teleperformance’s footprint in a new location, Melbourne Australia. It was part of Teleperformance’s global strategy to continue to drive and expand in the ANZ market. However, the business needs have changed significantly over the past year, and as a result, we have had to reassess our business”.
Globally, Teleperformance employees over 300,000 agents across 80 countries.
A small number of staff will be retained until the end of June to assist in bringing the Burwood operations to an end and impacted staff have been offered an Employee Assistance program.
Outsourcing in Australia continues to be a difficult landscape with several large brands closing in recent times, with two other outsourcers in Melbourne (CallActive and BMS Interactive) all closing in the past few years resulting in hundreds of job losses.
There is no doubt there are plenty of current challenges for BPO’s with customer preferences moving towards digital and the declining value of the Australia dollar making offshore call centres more expensive to operate.
Whilst that can sound a bit of doom and gloom, many of the local outsourcers are booming with companies increasing their investment in improving their customer experience as a point of market differentiation. And with the modern outsourcer able to assist across call centre, social media, email, live chat and more – they can be a great partner for any business!