Australian Call Centre Outsourcers

Australian call centre outsourcers (also known as BPOs/Business Process Outsourcers, call centre suppliers, contact centre vendors) provide outsourced call centre related services (and more) for businesses across Australia. 

Australian call centre outsourcers (or Australian contact centres, which is the more modern term) not only provide call answering services, but they also offer a range of customer-related services, including Sales, Customer Service, Technical Support, Telemarking, Complaints Handling, Social Media, and Account Management, as well as complete integrated services like direct mail, advertising campaigns, back-office support, and more.

One of the main reasons for the change from call to contact centre is that the type of customer contact channels has continued to evolve. Initially, it was just phone calls, but now social media (e.g. Facebook Messenger, Twitter, etc.) as well as emails, SMS, Live Chat, and more are all well supported. 

There are also Australian BPOs that specialise in back-office functions like payroll, forms processing, data entry and so on - Click here to find Back-Office BPOs in Australia > 

Where are the Australian BPOs & call centre outsourcers located?

Whilst many of the larger Australian call centre outsourcers are located in the CBD regions of Melbourne, Sydney, Brisbane, Perth, Adelaide, and Hobart, several regional call centre hubs, like Ballarat and Geelong in Victoria, the Gold Coast and Sunshine Coast in Queensland, and regional towns in NSW like Wollongong, are also very popular.

If you are after a particular location, you can now narrow the search to Contact Centres in Melbourne, Contact Centres in Sydney, Contact Centres in Adelaide and Contact Centre Outsourcers in Perth.

Why choose an Australian Call Centre Outsourcer?

COVID certainly made things interesting with many offshore call centres forced to shut down due to restrictions on local travel (e.g. lockdowns) and not having the infrastructure to support work-from-home agents, and this caught out a lot of Australian companies who had ALL their customer support offshore. 

That said, there is certainly some savings to be made so it's about making the right decision for your business. Some of the typical reasons companies continue to choose call centre outsourcers in Australia instead of offshore include:

• A better customer experience (typically, the same-shore is preferred by customers as there are no language barriers, there are cultural understandings, etc)
• Ease of access (it's just easier to visit the premises, attend training sessions, meet with the leaders, be involved with recruitment, etc.) can lead to increased efficiencies, a better customer experience, and ultimately lower costs.
• Compliance & data security (there are laws around customer data being shared overseas etc)

How much does call centre outsourcing in Australia cost?

Australian call centre outsourcers use a range of different commercial models, but as a typical guide, you can expect to pay between $48 AUD and $70 AUD per hour for a fully outsourced call centre agent, which would include the agent's salary, management, technology, reporting, etc.

Of course, not everyone is looking for hourly rates and some outsourcers offer different models like per call, per minute etc but as a rough guide, an hourly rate (assuming you have the call volumes) is the cheapest solution. 

The skills and experience of the agent, functions (inbound and outbound, sales or service), technology requirements, the amount of training required, the type of reporting you need and so on also have an influence on the final price.

How to Select an Australian Contact Centre Outsourcer or BPO

With a large number of options, it can be very difficult and confusing when trying to find the right Australian-based call centre outsourcer/BPO for your business.

Whilst most contact centre outsourcers in Australia would be happy to take on most work, the reality is that Australian contact centre outsourcers often specialise in different skills like B2B (Business to Business) or B2C (Business to Consumer) or different functions like sales or service, and some tend to specialise in specific industry verticals like FMCG, Banking etc. 

Some of the other things you may need to consider when searching for an Australian Call Centre outsourcer include: 

• Scalability - Some providers specialise in small solutions (they only handle a few calls) and some can handle hundreds of agents and aren't interested in the smaller volumes  - it's important to get the right fit. 
• Reputation - Do you select someone with an established reputation or a new starter hungry for your business? 
• Redundancy - Are they using work-from-home agents? Are they only office based? What happens if there is power outage?
• Operations - How is their centre being run, what is turnover like, are employees engaged, what is their training and induction like?
• Technology - Do they have the latest technology that can help drive efficiencies (AI and Automation) and improve the customer experience?
• Reporting - What type of reporting can you expect? How often?
• Commercials - What type of model do they use - per hour, per outcome etc?

If you'd like to learn more, read the free guide to Outsourcing to an Australian Contact Centre, which provides helpful tips, prices, and FAQs.

How to Define Your Outsourcing Requirements

Try the free Call Centre Outsourcing Wizard which will help you articulate your requirements in order to have informed discussions with suppliers in order to provide you with an accurate quote.

We can also provide you with a recommended shortlist if suppliers, saving you time, money and a lot of frustration by speaking to multiple suppliers who are ultimately not the right fit.

The industry service is entirely free to use and there are no hidden obligations, and you are free to negotiate prices, terms, etc., directly with your chosen supplier. 

You can also call us on +61 3 9492 2871 or send us a message for a no-obligation discussion. 

Filter Call Centre Outsourcers in Australia by Function:

Click on one of the search tags to narrow the results to show only call centre outsourcers in Australia with the skills you require.

If you are looking for functions like forms processing, accounts payable etc., search for back-office outsourcers in Australia >