Latest News
Gov pressed to end reliance on IT contractors, fill APS "capability gap"
Telstra, Optus trade multi-gigabit speed tests on 5G
ICAC pings two former TAFE NSW execs over software deal
Cyber incident takeover powers reintroduced to parliament
Australia to make permanent company laws allowing virtual AGMs
call centre
Foxtel wants to 'proactively intervene' to address customer issues
Looks to sharpen its digital customer experience with transformation.
Jun 2 2021 6:54AM
Beyond Bank modernises its contact centre environment
Puts focus on omnichannel experiences.
Oct 26 2020 6:50AM
Telstra to have Australian agents answer all inbound calls from 2022
Contact centre mix changes made in COVID to become permanent.
Jul 9 2020 2:32PM
Optus is using call centre 'microsites' in the Philippines
Also retrains 1500 Australian staff for customer care.
Apr 16 2020 2:22PM
Optus is bringing onboard 500 new customer care staff
Including 300 who start tomorrow, and 200 more roles on offer.
Mar 26 2020 1:37PM
NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
Dec 10 2019 7:07AM
RMIT is teaching robots to understand human emotions
Centrelink’s call centre bots might need stress leave.
Jan 25 2019 10:56AM
Govt to pressure telcos to host call centres onshore
To resolve complaints faster.
Nov 15 2018 12:14PM
Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
Oct 29 2018 1:39PM
Vodafone to cut up to 100 staff from Hobart call centre
Due to online self-service, better network performance.
May 7 2018 12:51PM
Vodafone handed govt back money for missed jobs target
Not enough complaints to Hobart call centre.
Jan 23 2018 12:30PM
Genesys in bid to buy Avaya's call centre business
Would create telephony powerhouse.
Aug 8 2016 11:23AM
Telstra to cut 326 call centre jobs in Perth and Melbourne
Sends more work to the Philippines.
Jul 8 2016 4:28PM
Centrelink trials call recording technology
Monitors employees' screens, calls in ongoing trial.
Nov 30 2010 11:11AM
UK arrests nine over $2m SIM rort
24/7 call centre.
Aug 19 2010 6:58AM
Telstra looks to remote workers for 24/7 call centres
Mix of offshore and onshore staff.
Aug 18 2010 2:50PM
Connxion pulls racks out of Global Switch and IBM
Consolidates in ex-Kaz data centre in Singapore.
Apr 14 2010 3:41PM
NSC completes $6.8M call centre rollout
Integrator NSC completed a $6.8 million contract to supply an IP-based call centre at the NSW Office of Fair Trading (OFT).
May 24 2006 4:12PM
VoIP no call centre must-have: survey
Australian midsize to large contact centres are expecting to invest in new technology next quarter but IP telephony is lower on the shopping list than IVR, workforce management and CRM applications, a new study has found.
Mar 15 2005 2:45PM
