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.
*Unfortunately the Auscontact Association did not release any industry reports in 2019. However, there was a report released on the Australian Contact Centre Industry that can you can view here (it’s free) >
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:
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 so this remains the latest report produced by Fifth Quadrant.
The team at SMAART Recruitment did produce an Australian Contact Centre Benchmarking report in 2019 – you can access some of the key data for free here >>>