Stories about: callcentres.net

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Financial crisis to drive offshoring market: survey 31 March, 2009 12:56

The current economic crisis may push more Australian jobs overseas as offshore outsourcing becomes ever more attractive, a new study has found.
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One in three prefer speech recognition to a real person 07 May, 2008 14:21

A study by research firm Callcentres.net has found that both Australian customer satisfaction with speech recognition systems, and the technical capabilities of the systems, have increased significantly over the past several years.
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Speech recognition finds favour 31 March, 2008 15:07

Speech recognition was the most preferred self-service channel among customers of the technology, according to a survey conducted in Australia for Nuance Communications by research company, callcentres.net.
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Study finds contact centres out of touch with customers 23 August, 2007 16:49

New research has found contact centre managers are out of touch with customers.
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Poll favours local call centres over offshore operators 16 August, 2007 16:50

Car insurance provider, Budget Direct, today released a poll showing 84 percent of Australians prefer the insurer's contact centres to be located here as callers do not like dealing with offshore operators.
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Australian contact centre industry introduces its first body of standards 04 July, 2007 11:00

The Australian Teleservices Association (ATA) will formally adopt the region's first industry standard to be officially launched in Sydney today.
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Contact centre growth leads to wage pressures 21 June, 2007 09:38

The local contact centre industry is struggling to retain staff and keep costs down, according to the 2007 Australian Contact Centre Industry Benchmarking Study.
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Age of the $US33 billion contact centre seat 20 March, 2007 11:31

Organizations are spending $US5,000 per month per agent to provide customer service through contact centres.
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Pay-as-you-go contact centre service launched 06 March, 2007 15:59

BT and Avaya today launched a new 'pay-as-you-go' service for contact centre operations allowing businesses to avoid costly capital investments.
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Computerworld Live Podcast #79: Poor telecommunications infrastructure is stalling IM / Is IT only for the young? 16 October, 2006 14:55

Poor telecommunications infrastructure is stalling the adoption of Instant Messaging by Australia's biggest call centres. And we look at the age dilemma, is IT only for the young?
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Telstra hangs up on call centres, stalls IM adoption 13 October, 2006 08:10

Telstra's poor infrastructure is stalling the uptake of instant messaging (IM) by Australia's largest call centres.