Call centre Recruitment Agencies in Australia
Finding the right call centre recruitment agency might be one of the most important decisions you can make for your call centre.
With call centre staff turnover in Australia typically above 40% in the larger call centres, engaging a recruitment agency that specialises in recruiting call centre staff can go a long way toward reducing turnover.
The latest contact centre industry best practice report in Australia also confirms that the average speed of competency for call centre employees takes around three months.
Therefore, investing a bit more upfront in using a specialist call centre recruitment agency makes good commercial sense.
The initial investment in the placement fees is well and truly recouped the longer the employee is retained within your business.
For permanent placements, most agencies will also include a replacement period if an agent leaves before a specified time (e.g., 3 months).
As well as just recruitment, most call centre recruitment agencies will also offer different recruitment employment models and services, including permanent placements, temporary staff, casual workforce, on-demand staffing, one-off projects, on-site management and more providing you with a complete recruitment solution.
Benefits of Using a Specialist Call Centre Recruitment Agency
There are many recruitment agencies in Australia, from small boutique agencies to large corporations.
Recruitment agencies are located all over Australia, with most main capital cities including Sydney, Melbourne, Brisbane, Adelaide, Perth, Hobart, etc., as well as regional areas like Geelong, Gold Coast, Newcastle, Ballarat, Toowoomba, Penrith, and so on.
But while many claim to be able to recruit for call centres, there are some definitive reasons why hiring a recruitment agency that specialises in call centres/contact centres is paramount for success.
Contact centres are unique businesses, and no two are the same—from inbound sales to outbound sales, customer service, account management, technical support, and more, there is a wide range of different functions that exist within a call centre, contact centre, customer service team, or whatever your support team is called!
And each function requires a different skill set.
For example, in a customer service role, empathy, complaint handling, etc., may be important, whereas in a telemarketing role, it's all about resilience and that killer sales instinct.
Specialist contact centre recruitment agencies in Australia are familiar with the industry and local market to ensure they recruit the candidates with the skills that will help your new recruits survive and thrive in your business.
What are the different types of call centre jobs?
It may be surprising to know that there are over 60 different job types that exist in the call centre.
To add to the confusion, call centres are also referred to as contact centres (the more modern term) and for many businesses and individuals, they don't want to use the word call centre so focus on names like customer support, service team and so on.
So regardless of the name, specialist call centre recruitment agencies can help you fill vacant positions for a wide range of roles, including:
- Frontline agents, contact centre agents, customer service agents, customer service reps, customer care consultants, customer champions etc
- Written enquiries, claims officers, social media reps, escalations, complaints management
- Call Centre Team Leaders, Contact Centre Team Leaders
- Operations Managers
- Call Centre Managers, Contact Centre Managers, Customer Service Managers, Customer Care Managers
- Specialist positions including Workforce Planners, Real-time Analysts, Workforce Optimisation, Quality Managers, Learning and Development, Reporting Analysts and so on.
What are the salaries for working in a contact centre in Australia?
There is a wide range of salaries depending on the type and complexity of the job.
We've listed below some of the average contact centre salaries in 2024, courtesy of the Australian Customer Experience Professionals Association (ACXPA), which provides insights into salaries for Australian call centre workers.
- Frontline Call Centre Agent - $60, 800 + Superannuation
- Customer Service Team Leader - $89,500 + Superannuation + average performance bonus of $8,900
- Workforce Manager - $133,000 + Superannuation
- Senior Contact Centre Manager - $153,800 + Superannuation + average performance bonus of $20,900
View the latest Australian Call Centre Salaries >
What types of other services do call centre recruitment agencies provide?
Whether it's one role to fill or you need bulk recruitment, you can engage a recruitment company to provide a range of services including pre-employment checks like reference checking, security and police checks, psychometric testing including aptitude and personality tests, emotional intelligence testing, running assessment centres and more.
Call centre recruitment agencies can typically offer a full range of additional services to ensure you can attract and retain the right call centre talent for your business.
The changing skillset in contact centres
Modern contact centres have come a long way from a room full of people answering basic calls about simple problems e.g. what is my bank balance?
With self-service and AI increasing in use, today's contact centre agents are dealing with complex issues requiring a far greater skill set, including problem-solving, handling difficult calls/conflict resolution, etc., while also being able to navigate multiple systems and often across multiple channels, including voice, emails, live chat, and so on.
And as for the leaders in contact centres, they require a unique combination of skills including advanced people skills, technical skills, IT, finance and more.
Thankfully, the call centre recruitment agencies listed below have extensive experience in the contact centre industry, and they can use this experience to help you with all of your recruitment requirements.
Search call centre recruitment agencies in Australia
Reach out to the specialist Australian call centre recruitment agencies below or use the search filter to display recruitment agencies providing alternative services.
