Oz Call Centres INDEX

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C.C's Future
Why Australia?
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Why Australia? 

The Australian C.C. service sector in 2002 is a mature (20 year old) $10 billion Industry employing over 240,000 people in over 4,000 call centres.

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  • The world class services have all the infrastructure and support services necessary to operate (cost effectively).
  • Availability of a large multicultural pool of friendly, skilled, experienced personnel. Australia is a truly modern multicultural english speaking society, with peoples from all over the globe. Multilingualism provides greater call centre operational flexibility and cost efficiency.
  • Most Call Centres have flexible employment contracts allowing management to gear its labour force for seasonal and market needs.
  • The increasing number of call centre training institutions ensure the availability of a well educated workforce.
  • Australia possesses a sophisticated state-of-the-art telecom infrastructure and a high level of technical support knowledge.
  • The long distance call costs are some of the lowest in the world.
  • Australia has some of the highest world-best self regulatory industry standards set by national call-centre industry associations but does not have restrictive government telemarketing call rules and regulations similar to the U.S. or E.U. countries.
  • Many Australian call centres offer one-stop customized teleservice solutions, including complete outsourcing of the clients centre.
  • Compared to Asian or most European call centres Australian call makers/takers have a highly attractive English speaking accent and live in a western society - thus understanding western culture and language as it applies to customer service.
  • Australia has one of the lowest cost environments in Asia - it has a competitive wage structure and low campaign running costs.
  • An extremely favorable Australian exchange rate to the U.S. Dollar ie: $US1.00 = $A1.85 (approx.) 
  • Is the regional business hub for Asia.
  • The growing number of 24/7 web-based large (250+ seats) contact/call centres.
  • The people are likeable and it's a great place to visit and do business in.
Some key technical statistical (2001) points are:

· Estimated number of call centres - 3,900
· Estimated number of persons employed in the industry - 225,000 (12% increase since '01)
· Estimated value of call centre industry recurrent costs: AU$9.9 Billion pa includes:   
          AU$6.4 B pa on labour related (65%)         
          AU$1.4 B pa on technology (14%)         
          AU$1.3 B pa on communications (13%)
· Estimated total number of call centre seats - 140,000 to 150,000
· Mean call centre size - 67 seats
· Percentage of customer contacts handled by call centre channel - 69% (3% increase since '01)
· Mean number of transactions handled per call centre per week - 36,102 (37% increase since '01)
· Per seat cost of call centre - AU$71,820 (increase of 5% since '01)
· Mean gross agent base wage - AU$34,824 per year (increase of 3% since '01)
· Mean annual agent turnover rate - 17% (5% decrease since '01)
· Mean duration of training days for new agents - 11 days per year (13 days in'01)
· Mean duration of training days for experienced agents - 10 days per year (14 days in '01)
· KPI's  - Avg. speed of answer 27 seconds (32 seconds in '01)Duration of inbound calls 199 seconds (223 seconds in'01)Abandoned call rate 5% (5% in '01)
ACA Research 2002 Call Centre Industry Benchmarking Study.

In summary, the Australian best of class 24/7 web based call centre labour pool is educated, articulate, motivated, multi-skilled and multi-lingual.  In the Asia-Pacific region and the sub-continent, including India, only Australian call centres have these skill sets.

Australian best of class call centres are a compelling and stimulating place to work. Agents want to provide good service, up-sell, cross-sell and are prepared to do something extra. This leads to a better customer impression, which in turn leads to customer recommendations, customer retention, and a higher return on campaign/project investments.

Some General Background Facts:
  • Almost 60 per cent of American firms say there is a medium to high likelihood of investing in Australia during the next three years.
  • Australia is the fourth-largest economy in the region behind Japan, China and Korea. Its GDP is larger than that of Indonesia, Malaysia and The Philippines put together, although they have between them 15 times Australia's population.
  • Russia's economy is barely 10 per cent larger than Australia's, while India's is 10 per cent smaller.
  • Australia is considered as a market that is wealthy and stable. It has a good legal and political system. It has sound capital markets and infrastructure.
  • Australia's reputation as the worlds leading early adopter of new technologies and products makes it an ideal test market.
  • International benchmarks for 'quality of life' still place Australia close to the top.

The sub-tropical Gold Coast (Queensland, Australia) - the gateway to Asia and the Pacific and location of our Head Office