With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.
Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?
We reveal 15 things you didn’t know about what its like working in the Australian call centre industry from the shared frustrations about long hold times through to the amazing diversity of jobs types there is more than you realise to the average call centre environment.