Offshore Call Centre Solutions with Australian Management
Below you will find a list of Australian-based call centre outsourcers (also known as Business Process Outsourcers or BPOs) that provide call centre services in Australia but also provide options for sending some or all of your calls overseas/offshore with local management and offices still in Australia.
Benefits of Sending Your Call Centre Work Offshore
Businesses are primarily attracted to sending their call centre work offshore to save costs, with countries like the Philippines, South Africa, and even New Zealand offering substantially lower costs to run the same-sized contact centre in Australia.
Having a local Australian BPO/Outsourcer that also provides offshore call centre solutions with Australian management can be beneficial in a number of ways including:
- Have some calls handled in Australia and some overseas (e.g. high-value customers answered in Australia with lower-value customers handled overseas)
- When quality is critical, you can start operations here in Australia, where you can touch, experience and visit the centre, and once a level of quality is achieved, you can start to migrate calls over to reduce your costs.
- Still have everything based overseas but know that there is an entire team and centre based in Australia that can provide support as required.
Of course, there are a lot of other factors to consider other than just cost and you can read more about them, along with the pros and cons of each location in the completely free and vendor-agnostic Australian Call Centre Outsourcing Guide >
The best of both worlds
As businesses improve their customer segmentation, the opportunities to deliver customer service based on customer value become increasingly important.
For example, in the airline industry, you could have your Bronze Frequent Flyer calls handled in the Philippines and keep your Gold and Silver Frequent Flyer calls in Australia.
But segmentation doesn't just have to be based on customer value.
Lots of businesses segment calls based on the call type. For example, send the easier types of calls overseas where it's cheaper to handle and keep the harder calls here in Australia.
Many of the outsourcers below provide a test-and-learn environment where they can start providing the service here in Australia, and then, whilst working with you, they can refine the technology, training and processes and slowly transition services offshore as the experience reaches a minimum standard.
How to Source an Offshoring Partner With Offices in Australia
If you need some help sourcing the right onshore and/or offshoring solution for your business, try our free Call Centre Outsourcing Wizard.
It will help you define your requirements to help call centre outsources to provide you with high-quality quotes, and we can also provide you with a shortlist of recommended suppliers, saving you time, money and frustration.
Search Providers of Offshore Call Centre Solutions with Australian Management below
There are lots of methods where a combined on and offshore call centre strategy can work - just reach out to the suppliers below and they'll be happy to discuss the options with you.
If you would like to find suppliers just in a specific location, use the filters below where you can also filter by other popular outsourcing functions.
