Australian Call Centre Outsourcers & BPOs

    A list of Australian Contact Centre Outsourcers, Call Centres and BPOs

    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, 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 > 

    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, 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 and Contact Centres in Adelaide

    Why choose a call centre outsourcer in Australia?

    With plenty of offshore call centres options available (that are normally cheaper than an Australian based call centre), some of the typical reasons businesses continue to choose call centre outsourcers in Australia 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)
    • Compliance & data security (there are laws around customer data being shared overseas etc)
    • More recently, with the advent of the COVID-19 crisis, many offshore call centres are unable to operate as they have no work from home capabilities for their agents.

    How much does call centre outsourcing in Australia cost?

    There is a range of different commercial models that Australian call centre outsourcers use but a typical guide you can expect to pay between $45 AUD and $70 AUD for a fully outsourced call centre agent that would include agent salary, management, technology, reporting etc. 

    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 all have an influence on the final price.

    How to choose an Australian Contact Centre 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 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:

    • Scalability - some providers specialise in small solutions (only handle a few people) 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. 
    • Operations - How is their centre being run, what is turnover like, are employees engaged, what is training and induction like. 
    • Technology - Do they have the latest technology that can help drive efficiencies 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.

    Need some help? We offer a free industry service that can provide you with information about the different outsourcing options in Australia and we can recommend a shortlist of BPOs that have the experience and capability to meet your requirements. Just call us on +61 3 9492 2871 or send us a message for a no-obligation discussion. 

    Learn more about Australian Call Centres & BPOs:

    If you'd like to learn more about call centre outsourcing in Australia or the contact centre industry in general, we also have a number of free resources on our main CX Central website including:

    Search all the call centre outsourcers in Australia:

    Below you'll see a list of ALL the Australian call centre outsourcers & BPO's. 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 >