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The contact centre industry is growing fast and we understand that it’s really difficult to stay informed about the latest developments.  To help, we deliver up-to-date, relevant news and information to the Australian and Asia Pacific region via our website or your email inbox.  So, have a look here and also subscribe to one or both of our tailored newsletters here: contact news Australia & New Zealand and contact news Asia.     To view the newsletters, click on the title. Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004   Telstra wins 10-year Coca-Cola Amatil contract Di Data earns Hewitt Best Employer accreditation India's Tata expands NZ operations RSPCA fields its share of crazy calls 17th December 2009   ACMA fines contact centre for Do No Call Register breach NZ union calls for boycott over redundancies BMS Telecorp wins EnergyAustralia outsourcing deal Perth Energy upgrades CRM with Gentrack Velocity 15th December 2009   New insurer looks to bypass contact centres Workers asked to take pay cuts to stay employed NZ-based tax refund company proposes contact centre redundancies Tassie touts international student hotline 11th December 2009   Industry group agrees that offshoring empowers women Telstra calls on customers to help fix service SA trials phone-based warning system CQUniversity benefits from Consona CRM 8th December 2009   Victorian CFA installs CRM system to lift bushfire readiness NZ's Porirua upgrades with Nortel unified comms AGL signs managed IP and helpdesk contract with Telstra Customer service a bigger deal for emerging markets than mature marketsl 4th December 2009   TelstraClear denies jobs to go in Telstra merger Solar company sets up national contact centre on Sunshine Coast NZ utility Contact Energy discusses Indian outsourcing Dillwynia centre calls on the power of recall 1st December 2009   Melbourne's Crown upgrades to unified comms with Cisco and NetStar Companies see need to teach open-plan etiquette Alloy to distribute Zultys unified comms in Australia CRM company Adexio acquired by Australia's Markinson 26th November 2009   NZ's TelstraClear looks at offshoring Contact centre agents prone to high stress: report Workers slam Defence no part-time stance First wave of Do Not Call numbers set to drop off list 24th November 2009   Brisbane centre will be Australia's greenest Dillwynia centre builds seats of learning NSW consumers warned of new contact centre scam Vodafone NZ to trial Manila centre 19th November 2009   callcentres.net announces appointment of Strategy Consultants Interactive Intelligence wins Macquarie deal Defence contact centre uses Cyara solution to reduce call time Centrelink centre to spark Batemans Bay boom NZ Telecom to introduce new customer service technologies 17th November 2009   Contact centres urged to prepare for teleworking NZ's Datacom opens second Malaysian office ING Australia extends workforce optimisation deployment 13th November 2009   Kidney charity announces unique fund raising initiative WA Govt funds new St John's agents Energex gears up for emergencies with remote access agents Sunshine Coast Council works to improve call times 10th November 2009   French outsourcer to open regional centre in Sydney Comm Bank to boost online chat for customer service Prison contact centre boosts morale Plan-b includes contact centre in new NZ recovery centre 6th November 2009   PWC Business Barometer profiles callcentres.net Regional SA police see efficiencies in centralised centre Mindpearl takes first Fiji calls, pledges major expansion NZ's Porirua City Council upgrades with new Nortel unified comms solution 3rd November 2009   ABS to use call automation to recruit 2011 census field staff ComSuper to replace contact centre infrastructure with NEC NRMA Insurance centre wins double at ATA awards Crazy John's to offshore to India 29th October 2009   Speech recognition helps sell real estate phonelines Prison contact centre already changing lives Aviva expands its business process management solution out of the contact centre Consumer group calls for fines for poor service 28th October 2009   Commonwealth, states work to prepare Triple 0 for major emergencies Dimension Data, Ciboodle to set up Queensland govt centre Aussies still flock to Do Not Call register Welsh company to design Fiji centre 22nd October 2009   Agents reportedly told to time their toilet breaks NZ launches hotline to dob in criminals NZ's Genesis Energy to bring contact centre in-house IP collaboration pays dividends: report ICSP Winners of the 2009 ICSP Awards 15th October 2009   Outsourcers lobby Senator Fielding's Anti-offshoring Legislation NSC partners with Inference speech rec. Pizza Hut to offer iphone and 3-G ordering systems Toyota Financial Services increases self service technology IBM apologises for Air NZ contact centre outage 13th October 2009   Epworth Healthcare upgrades to Siemens IP system Mantra contact centre experience surge in domestic holiday queries Supercorp set to launch new interface UK agents struggle with increased applications 8th October 2009   Energex contact centre gears up for storm season Delfin Lend Lease upgrades to IPscape US CRM company Intelestream opens Aus office Younger Australians ditching landlines for mobiles 6th October 2009   Telstra to redeploy Trading Post agents after closure Community rallies around NZ's gay and lesbian contact centre Major banks rank lowest with customers Warning over bogus chopper fundraising 1st October 2009   Contact centre absenteeism below Aussie average NSW prisoners given telemarketing role Telstra wins 10-year supply deal with Coke Salmat VeCommerce wins NZ award 29th September 2009   ATA reaffirms support for anti-offshoring Bill, calls for amendments Macquarie Telecom to set up new Australian contact centre Vodafone sends centre to Stellar and the Philippines Australia's Gentrack wins CRM deal for UK energy start-up NZ's Asian gambling hotline celebrates 10 years 24th September 2009   Senate call for banks to declare all offshoring BT Financial Group, Energex, IAG Lifestyle & Leisure and A & G Insurance Services winners at ATA National Awards Swan Taxis upgrade contact centre Stellar launches listeningCentre for clients 22nd September 2009   Tassie police to cut overnight contact centre shift ATA National Conference in Sydney Vodafone looks to restructure contact centre arrangements Datacom Malaysia initiative helps break the poverty cycle in Malaysia Do Not Call extension could mean big compliance costs 18th September 2009   Manpower signs BT for ANZ help desk support New call centre in negotiations with American Samoa Avaya win's major award Telemarketing a growing problem in remote Aboriginal communities 15th September 2009   NZ contact centres make move to profit centres; callcentres.net RightNow buys Social Networking Company Local speech recognition company on growth curve Dexus CBD space ransacked by disgruntled former workers 10th September 2009   Malaysian housing development company opening contact center Teleperformance to increase Indian headcount to 8000 Davao outsourcer need managers Yucheng Partners to sell Convergys solutions in China 9th September 2009   NZ contact centres defy financial crisis, but growth set to slow: callcentres.net Coles contact centre to field insurance inquiries Zintel sponsors Contact Centre Institute of NZ GPs warn against relying on impotency hotline 8th September 2009   Contact centres asked to do more with less; callcentres.net research F&P expands NZ contact centre New helpline to aid small businesses Silver Top Taxis completes software upgrade 3rd September 2009   Staff churn and recruitment relief in Australian Contact Centres Tasmania's Excelior contact centre safe WA's ambulance service needs more agents Generators avert disaster Brisbane data centre fire 1st September 2009   Samsung launches customer plazas to compliment contact centre NSC wins Hobsons Australia contract Moneydirect opens ANZ centre in Sydney NZ contact centre helps families battle isolation 27th August 2009   Budgetary Constraints Replace Staff Churn as Contact Centres' Top Challenge GE Capital to launch speech recognition Telcos warned over customer complaints ATH ready to set up Fiji contact centre Vodafone to downsize Brisbane contact centre 25th August 2009   Tasmania's Vodafone contact centre safe AEGIS completes UCMS Group acquisition ACMA fines Telstra for Do Not Call breach IBM launches Analytics Optimised Routing in Australia/NZ 20th August 2009   Call Design wins Transcom Philippines deal Vic Police call for contact centre shift Anglicare Australia signs Siemens for VoIP and networking NZ veterans contact centre kept busy 18th August 2009   Computer users warned of contact centre scam Half of Avaya workers opt for unpaid leave Poor customer services costs big 14th August 2009   Genesys builds on its vision for Dynamic Customer Engagement; G-Force Special Feature 14th August 2009   Utility fined for outsourced Do Not Call breaches Labtests NZ contact centre goes live Amcom Software upgrades Aussie contact centre Tasmanians urged to call litter hotline 11th August 2009   Suncorp named No.1 in phone banking New communications industry summit puts focus on customers RMIT extends VoIP with NetIQ Libra OnDemand to target Australia with McLaren International Cognitive Load Measurement for Call Centres: Applications in Quality Management, Workforce Optimisation and Recruitment 6th August 2009   Agile targets Australian market ATA announces 2009 State Award winners Excelior names national Trainee of the Year VoIP makes Australia a telecommuting leader 4th August 2009   Silver Top Cabs taking calls despite blaze New contact centre approved for Batemans Bay Tiger Airways response sees big drop in complaints Callers still angry about queues 30th July 2009   HCF launches self-service platform Website reveals tips to reach agents NZ council builds outsourcing business Zeacom plans aggressive push into Australia 28th July 2009   NAB fine tunes speech rec with Cyara Solutions Adam internet expands with new centre Call recording high on contact centre shopping lists Adecco Group launches contact centre division 23rd July 2009   New NZ industry body plans country-wide launches Brisbane City Council upgrades to IP with Optus AXA to upgrade contact centre with Thunderhead Gen Y turns to new technology for banking FleetPartners experiences sales boost with CRM upgrade 21st July 2009   Govt translations contact centre fields record calls NZ Public Service Association upgrades with unified comms Spanish telco adopts Aussie developed SaaS CRM 16th July 2009   Police Association says call routing place public at risk Teachers Credit Union deploys Customer Interaction Centre solution Electricity agents stage phone protest Fiji opens 24 hr complaints centre North East Water upgrades CRM 14th July 2009   Telstra returns centre from Philippines ATA Queensland award winners announced Telstra commits to Hobart HQ Skimax install Resco CRM 9th July 2009   callcentres.net launches a Service Strategy Consulting Division Complaints of Do Not Call breaches drop dramatically Vodafone plays down job loss fears WA govt to review St Johns Ambulance centre NZ programs points to offshoring problems 7th July 2009   Dillwynia Womens Correctional Contact Centre Many Aussie businesses lack recovery plans Brisbane named in list of outsourcing hot spots Phone names tipped to boom in Australia ACMA seeks public submissions on new Emergency Call guidelines 2nd July 2009   SA begins emergency call centralisation NZ courts turn to interpreting contact centre NZ's Energywise contact centre feels the heat Aussie outsourcing to grow steadily 30th June 2009   Layby Services Australia boosts revenue with new CRM NZ GPs get swine flu contact centre New hotline to help foreign students Triple-0 system melts down Black Saturday 25th June 2009   Virgin looks for cause of iPhone hotline problem Air Pacific outsources regional centres to Fiji Aussie start-up to deliver Netsuite to small business NZ agents knitting for chilly dogs 23rd June 2009   Optus wins major ATO management contract Swine flu enquiries swamp NZ contact centre APRA seeks unified comms provider GlobalConnect forms Australian partnership with Metrica Systems 18th June 2009   NAB offers voice biometrics for phone banking ANZ NZ sets up fund for redundant staff Hastings Direct on recruiting drive after Aussie takeover New deaf phone service trialed in NZ 16th June 2009   Aviva Australia implements Salmat VeCommerce voice verification Telstra pledge to improve customer relations ATA urges contact centres to be aware of Modern Awards City of Perth outsources super management 11th June 2009   Customcall/Blueprint Management goes into Voluntary Liquidation Police investigate bogus contact centre scam Hotline staff upped for WA's Dob in a Bikie Day Virgin upgrades Navitaire customer system Dimension Data named Cisco Data Centre Partner of the region 10th June 2009   Vision Australia upgrades to IP for new contact centre Emergency agents overwhelmed by bushfire calls IHG offshores Aussie centre Customer becomes king in downturn, says Microsoft CRM boss 4th June 2009   Pizza franchise thrives with Aussie speech recognition Australia Post to embark on major contact centre system upgrade Police probes contact centres after warning calls ignored Avaya buys Agile Software NZ 2nd June 2009   Datacom opens Philippine centre Powershop sets up NZ centre in regional town Internode plans major CRM upgrade Canberra Institute of Technology deploys RightNow CRM 28th May 2009   Centrelink implements biometric security Excelior spends up on Bendigo contact centre ATO selects Optus for outsourced network deal SA to develop new training for fire and emergency services agents 26th May 2009   India's Aegis to buy UCMS Qantas Staff Credit Union call centre chooses IPscape Comm Bank looks for greater online, contact centre integration Samoan contact centre project delayed 19th May 2009   Industry Groups Furious at B2B Do Not Call Register Federal Budget Inclusion Customcall helps in life-saving fundraising Centrelink contact centres get budget boost Amex CRM goes social TeleTech transfers NZ work to Manila 14th May 2009   Union against Ambulance centre centralisation Salmat eLearning announces next generation training tool NAB denies offshoring shift claims Lebara Mobile to expand Aussie contact centre 12th May 2009   Australians prefer speech security; new callcentres.net research Coffs Harbour mooted for new emergency centre Westpac to adopt St George CRM Tassie govt to sell tourism contact centre 7th May 2009   Optus wins $500 million ANZ contract GlobalConnect Australia becomes Verint Advanced Partner NZ gets new contact centre industry body Tough economic climate to drive interest in unified communications 5th May 2009   Global Speech Networks named at annual Genesys awards Fisher and Paykel starts work on relocation Govt to fund 24/7 violence hotline AirAsia hails Asian Contact Centres success 30th April 2009   Vic beefs up Consumer Affairs centre NZ man jailed over Brazilian contact centre scam Hotline help in Swine Flu crisis Australian SMEs invest in SaaS 29th April 2009   Stellar adopts Panviva's Business Process Guidance (BPG) system Teleworking agents effective for cutting carbon emissions Telstra wins CBA contract Zeacom releases Unified Communications ROI calculator 23rd April 2009   Unions want law changes to deter offshoring Callers flock to ATO dob-in hotline IPscape launches contact centre solution alliance program Aussie BPO company opens in Fiji 21st April 2009   Fair Work Bill has "significant implications" for contact centres Solution K welcomes anti-offshoring proposal NZ contact centre applicants rise NZ contact centre lock-out ends 16th April 2009   Interactive Intelligence launches Sydney training centre NZ agents locked out in pay dispute WA govt heads off offshoring plan NT "cut off" by telco faults 14th April 2009   Australian organisations see big benefits from outsourcing Pacific FX upgrades with IPscape Qld swamped by solar subsidy calls Kiwibank under fire for using Aussie centre Fiji's Mindpearl centre to go ahead 9th April 2009   ATA backs proposed Anti-Offshoring Bill ISCP launches first Customer Self-Service Award Employers group praises flexible contact centre awards Samoan Chamber of Commerce looks to enter contact centre business 7th April 2009   NSC deploys Verint speech analytics for HCF Aussies warned for new contact centre scam Health Super chooses Bravura's ePASS Telstra to cut Sensis roles 2nd April 2009   Fielding proposes anti-offshoring bill Excelior busy despite Skilled Group cuts Lebara Mobile expands in Australia Fiji hospital starts 24-hour cancer line 31st March 2009   ANZ to re-route calls to NZ NZ's Bay of Plenty councils look to outsource after-hour calls Australia's IPscape develops SaaS for Salesforce.com Strengthening relationships: a global first for Insight and Trafalgar 26th March 2009   SA bans Good Friday betting contact centre Woolworths Implements Verint workforce optimisation software Review urges new health call centre to handle after-hours emergencies Medibank changes customer service structure 24th March 2009   HBCC improves operations with IPscape SaaS solution Bendigo contact centre staff shave off for charity RHG Home Loans extends Unisys outsourcing deal Origin pitches in for bushfire relief efforts 19th March 2009   Ricoh says customer service underpins product range Westpac found in breach of Do Not Call laws ANZ refutes job loss claims Radiola shifts contact centre to Auckland 17th March 2009   SEMA to offer IPscape contact centre SaaS Contact centre to promote cash bonuses Red light-runners targeted by NZ hotline Interactive Intelligence recognises CallTime Solutions 12th March 2009   Auckland agents strike over pay Young Australians spurn fixed line phones for mobile Council agents reveal weird requests Australian companies invest in VoIP 10th March 2009   NAB selects Telstra and VeCommerce for new Speech Rec solution Salmat Salesforce opens new Sydney centre NZ software company opens Welsh facility Victorian police issue text fire warning 5th March 2009   Telstra centralises contact centres Vodafone considers more outsourcing Red Cross thanks bushfire supporters Local Salesforce.com doubles client base 3rd March 2009   UCMS winds up massive bushfire effort Budget cuts but new opportunities for regional outsourcing CountryLink pioneers new CRM system Government to access public number database for early warnings 24th February 2009   Bushfires reveal the human face of the Australian contact centre industry Economic downturn good for contact centre business Call for more recognition of distinct contact centre industry Better web help can reduce contact centre traffic by 50% WA's Verve Energy embraced unified comms 19th February 2009   Qantas expands NZ contact centre role Stellar helps Red Cross keep bushfire contact centre running Bushfire agents praised UCMS shares training secrets 17th February 2009   Charity contact centres swamped after fires Philippine agents to get Kiwi lessons ATO to set up new contact centre Ingram Micro offshores to Malaysia 12th February 2009   Aussie contact centre company eyes Middle East market Home and work mix well Jetstar replaces reservation system NZ local councils investing in unified communications 10th February 2009   Shoalhaven council upgrades to unified comms Charities slow to embrace Web 2.0 and CRM: report New Zealand Telecom shifts 250 contact centre jobs to Manila WA govt agencies seek IT outsourcer 5th February 2009   Superpartners opens voice portal OfficeMax deploys unifies communications with Nortel NZ Transport Authority seeks contact centre solution NZ Telecom to make decision regarding Philippine trials 3rd February 2009   Aussie consumers most service sensitive Man arrested for threatening agent Qantas opens new Centre of Service Excellence Excelior appoints general manager, sales as outsource interest grows 29th January 2009   Centrelink to use biometric voice ID GlobalConnect joins with Australian developer Gizmo upgrades centre with Mitel NetSuite chases OEM channel partners 27th January 2009   Hackers run up massive VoIP bill WA parenting line relaunched Fiji touted as next big offshore destination Cricket Australia plans plan dob-in line 22nd January 2009   Qld police to set up statewide non-urgent contact centre Dept of Climate Change sets out tenders CRM job demand strong despite downturn NZ Lifeline calls for more volunteers 20th January 2009   Excelior seeks new trainees Qantas closes travel contact centre NZ outsourcer saves money with online training tool NAB and Teradata win US award 15th January 2009   Manila agents complain of NZ backlash P&O fields record contact centre queries Vic gov't calls answered from the Philippines ATO narrows field for outsourcing contract 13th January 2009 Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004   [top]