2018 Australian Contact Centre Industry Report

2018 Australian Contact Centre Industry Report

The 2018 Australian Contact Centre Industry Report

Its been a long time between drinks but Fifth Quadrant have finally released their long-awaited 2018 Australian Contact Centre Industry Report.

There’s a heap of information (138 pages) of data collated from 143 contact centres in Australia ranging from centres under 20 seats (21%), 20-99 seats (50%) and over 100 seats (29%).

There were certainly some interesting results with some key surprises on the rate of staff turnover and the reduction in offshore call centres.

The sample size is well down on previous reports so this may skew the data somewhat in addition to significant changes in employment status such as the increasing use of contractors that I suspect also skews some of the staffing figures.

Regardless, it’s great to get a report again and hopefully with some renewed efforts from everyone in the industry next years will be bigger again.

October 2020 Update: Unfortunately the report has not been produced since Jan 2018 and in September 2020, the Auscontact Association announced a new research partner so it would appear we may not be seeing this report again which is a shame as it was a great source of data.

There is however new industry research available with SMAART Recruitment (a specialist recruitment agency for contact centres) producing a 100-page best-practice and benchmarking guide for the Australian Contact Centre industry released in October 2020.

View the 2020/21 Australian Contact Centre Industry Best Practice Report Highlights >

The 2018 Australian Contact Centre Industry Report Info-graph

If you’re short on time or don’t want to purchase the whole report the team at Fifth Quadrant have put together a helpful info-graph with some of the key findings:

2018 Australian Contact Centre Industry Report

Want to see the full report?

You can purchase a full copy of the report from Fifth Quadrant who have kindly offered our readers a 10% discount. Just click here to access the discount.

Please note that there was NO report issued in 2019/2020 so this remains the latest report produced by Fifth Quadrant.

Other industry resources:

Share this content:

Upcoming Industry Events:


Sharpen the Saw – Manager to Leader

$600
Scheduled
Event Organiser:
Auscontact
Virtual/Online

In this Sharpen the Saw - Manager to Leader training course you'll build your skills as a leader to better leverage your team, their ideas, skills and experience.

Customer Service Emails – Dec 2020

$397
Scheduled
Event Organiser:
CX Skills
Zoom

The December 2020 Customer service emails training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and enquiries received via emails.

Workforce Management Essentials

$3800
Scheduled
Event Organiser:
Auscontact
Virtual/Online

This 3-day course is designed to teach you the foundations of good Workforce Management principles (WFM), and how to implement them in your own business.

Be the first to comment

Leave a Reply