government

Civilian Call Takers are risking lives over trained professionals in the call centre
News & Press Releases

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

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.

The Australian Census Hotline disaster with the call centre in meltdown
How to Improve the CX

The Census Hotline Disaster

August 5, 2016 Last Updated: November 25, 2019
Justin Tippett

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

A new call centre outsourcer is entering the Australian market
News & Press Releases

There’s a new call centre outsourcer in town

May 30, 2016 Last Updated: December 26, 2019
Justin

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

Victorian Government lures Indian contact centre giant to Melbourne

October 20, 2014 Last Updated: January 13, 2019
Justin

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

Do Not Call Register call centre contract awarded to Salmat

September 22, 2014 Last Updated: November 21, 2019
Justin

Do Not Call Register call centre contract goes to Salmat The Australia Communications and Media Authority (ACMA) have announced that Salmat Digital have won the Do Not Call Register call centre contract. The Do Not Call Register has become an