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, they also offer a range of customer-related services including Sales, Customer Service, Technical Support, Telemarking, Complaints Handling, Social Media and Account Management through to 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 now well supported.
There are also Australian BPO's that specialise in back-office functions like payroll, forms processing, data entry and so on - Click here to find Back-Office BPOs in Australia >
Whilst many of the larger Australian call centre outsourcers are located in the CBD regions of Melbourne, Sydney, Brisbane, Perth, Adelaide and Hobart, there are also several regional call centre hubs like Ballarat & Geelong in Victoria, the Gold Coast and Sunshine Coast in Queensland and regional towns in NSW like Woolongong all being very popular as well.
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.
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 businesses continue to choose call centre outsourcers in Australia instead of offshore include:
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.
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 centres in Australia would be happy to take on most work, the reality is 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 a call centre outsourcer in Australia include:
We've also got a free guide to Outsourcing to an Australian Contact Centre that prices helpful tips, prices and FAQs.
Thanks to the Australian Customer Experience Professionals Association (ACXPA), we offer a free industry service to help connect you with Australian outsourcers that ideally match your business requirements.
Our Call Centre Outsourcing Wizard will help you articulate your requirements (aligned with what outsourcers need to know) and based on your responses, we'll then connect you to suppliers who are best matched. Those suppliers will then provide you with a proposal and pricing enabling you to compare a range of proposals and save you time, money and stress!
The industry service is completely free to use, 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.
Below you'll see a list of Australian call centre outsourcers & BPOs. To narrow the results to only show call centre outsourcers with the skills you require, just click on one of the Search Tags.
If you are looking for functions like forms processing, accounts payable etc. search for back-office outsourcers in Australia >
Select a search tag below to only show suppliers with that attribute.
24/7 Services Automation & AI B2B Lead Generation B2C Lead Generation Business Continuity (BCP) Crisis Management Customer Engagement Solutions Customer Retention Customer Service & Support Debt Collection Fundraising Live Chat Multilingual Capability Overflow Calls Provides offshore options Remote Employee Capability Sales Solutions Social Media Customer Service Technical Support Telemarketing Telephone Surveys Virtual Reception/Phone Answering Adelaide/SA Location Melbourne/VIC Location Perth/WA Location QLD Location Sydney/NSW Location