Call Centre Outsourcing in 2019

In this CX Hustle Podcast we talk to Peter Monk, Country Manager of Australia and New Zealand for Call Centre Outsourcer/BPO (Business Process Outsourcer) Concentrix.

Concentrix has large centres in both Australia and New Zealand as well as over 80,000 employees in the Philippines making them the largest private employer in the Philippines! 

Peter was recently presenting at the 2019 Auscontact National Conference so we took the opportunity to catch up with him in person to discuss the future of BPOs in Australia and Offshore.

In this 14 minute chat, we covered a range of topics relating to call centre outsourcing in 2019 including:

  • The local Australian BPO sector and what the future looks like
  • How BPOs will survive now and in the future
  • How the changing customer demographics are forcing change
  • The influence of CX (Customer Experience) in how BPOs are managing customers using different channels 
  • The changes to BPO commercial models given call volumes are reducing
  • The growth of Back Office functions
  • An insight into offshoring to the Philippines BPO industry 
  • Tips on engaging a BPO and how it can benefit your business 

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