Australian Contact Centre Industry news

Local Australian Contact Centre and CX Industry News

CX Central is a resource for CX and Contact Centre professionals in Australia and in this category we’ve collated all our articles related to local Australian news.

You can search through hundreds of articles to discover the latest Australian news in both the local contact centre industry along with the Customer Experience (CX) industry with our Australian news covering all states including Victoria, New South Wales, Queensland, Western Australia, South Australia, Northern Territory and Tasmania.

The Evolution of Australian Government Call Centres

February 21, 2017 Last Updated: November 17, 2019
Matthew Carracher

It may have taken a while, but there are signs of an evolution of Australian Government Call Centres to improve the customer experience.

Qantas sending frequent flyer call centre overseas

Qantas Frequent Flyer call centre is heading overseas

February 6, 2017 Last Updated: March 15, 2020
Justin

In a move sure to upset their customers, the Qantas Frequent Flyer call centre is being sent overseas resulting in local call centre job losses.

Is a new global call centre outsourcer coming to Australia?

Global call centre outsourcer poised to enter Australia

February 2, 2017 Last Updated: March 11, 2020
Justin

The Geelong Advertiser is claiming a global call centre outsourcer is currently in negotiations with the Victorian State Government to open a 500 seat call centre in Geelong, Victoria

Optus have announced they won the Flight Centre contact centre technology

Optus announces Flight Centre contact centre technology contract

January 24, 2017 Last Updated: November 21, 2019
Justin

News today that Optus have won the Flight Centre contact centre technology contract as part of a move to a cloud-based contact centre solution worth $75 million.

Avaya files for bankruptcy

January 20, 2017 Last Updated: March 13, 2020
Justin

Contact Centre technology provider Avaya files for Bankruptcy which will cause some uncertainty for contact centres in Australia using the Avaya platform.

child abuse hotline with 42 per cent abandoned calls

Child abuse report line call centre failure

January 14, 2017 Last Updated: November 25, 2019
Justin

One South Australian Government agency is experiencing a 42% abandonment rate resulting in over 14,000 missed calls on their child abuse report line.

All the 2016 Australian Customer Service Award Winners

2016 Customer Service Award Winners

January 1, 2017 Last Updated: July 12, 2020
Justin

A list of all the Australian 2016 customer service award winners in 2016 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.

Careers Australia Call Centre announces immediate closure

Careers Australia call centre closes suddenly

December 15, 2016 Last Updated: November 30, 2019
Justin

On the back of a horror month for the Australian call centre industry another company has announced the immediate closure of its Aussie contact centres. Careers Australia announced the immediate closure of their 200 seat call centres impacting NSW and QLD workers.

Australia’s 2016 Christmas shopping preferences

December 1, 2016 Last Updated: October 13, 2020
Justin

A new survey has revealed what Santa will be bringing you for Christmas 2016 along with results on where and when the shopping will be done and the influence online shopping is having on the retail sector.