Australian call centres longest wait times
In the Community

Australian call centres longest wait times 

In Channels Nine’s latest bid for a Walkley Award, reporter Nat Wallace’s investigation has revealed Australia’s longest call centre wait times. Its a hard-hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders.

NSW trainlink call centre set to close
In the Community

Newcastle call centre to close

NSW Trains announces plans to merge their dedicated Newcastle NSW TrainLink Call Centre with Service NSW resulting in the loss of 71 local call centre jobs.

Centrelink call centre
Call Centre KPIs & Metrics

The Centrelink call centre

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2019?

Civilian Call Takers
News & Press Releases

Civilian Call Takers

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

News & Press Releases

Taxpayers are left short in call centre jobs boost

With jobs becoming an increasingly scarce commodity its not surprising that any government is keen to offer some incentives to companies promising more local jobs to Aussies. Over the past few years there has been several ‘deals’ that have been struck with local

Improve the CX

The Census Hotline Disaster

Another census, another census hotline disaster! With digital channels emerging this one was supposed to be easy but of course nothing went to plan…

THERE'S A NEW CALL CENTRE OUTSOURCER IN TOWN
News & Press Releases

There’s a new outsourcer in town

There is a new call centre outsourcer entering the Australian call centre industry with one of the global power houses deciding to open up a 300 seat contact centre in Melbourne Australia. 

News & Press Releases

CPSU says Human Services call centre outsourcing put on hold

CPSU says Human Services call centre outsourcing put on hold for at least four weeks. The Community and Public Sector Union (CPSU) says it has extracted a commitment from the Department of Human Services for a four week halt to

News & Press Releases

Victorian Government lures Indian contact centre giant to Melbourne

A 1000-staff, Indian-headquartered Cisco and Avaya reseller has set up shop in Melbourne with the support of the Victorian government. Servion is a global company that specialises in delivering customer interaction management (CIM) solutions, saying it wants to change customer

News & Press Releases

Salmat Digital win Do Not Call Register contract

The Australia Communications and Media Authority (ACMA) have announced that Salmat Digital win Do Not Call Register contract. The Do Not Call Register has become an effective and popular way for Australians to reduce the number of unwanted telemarketing calls they receive.