Sydney, NSW, Australia, Aug, 2017 -- A group of Australian companies are taking a stand against overseas call centres and keeping their operations down under.
While it is more cost-effective for companies to ship their call centre operations to countries such as the Philippines - where operators can earn just $2000 a year - a number of companies say they are placing more value on customer service.
Commonwealth Bank executive general manager for direct channels Sian Lewis said "a friendly voice on the phone and some really efficient service" could make a big difference to customers.
However, it wasn't all about phone operatives.
"I know traditionally we think of contact centres as being telephone-based, but as the needs of our customers change we actually deal with webchat now," she told A Current Affair.
"I think people just feel very comfortable with someone that they know comes from the same place as they do."
BankWest only maintains call centres in Perth and Sydney.
Contact centre general manager Max Clarke said customer feedback indicated people appreciated the local voices, while the company’s managing director Justin Tippett said it was about 70 percent cheaper for businesses to have a call centre in the Philippines compared to Australia.
"I think the majority of people are frustrated with overseas call centres purely on just the ability to communicate," Mr Tippett said.
"No-one sends their call centre offshore because it's a better customer experience."
A number of major companies, such as Telstra, Vodafone, ANZ and Virgin, have call centres both in Australia and overseas.
Mr Tippett said it was always possible for a customer to ask an overseas operative to be put through to an Australian centre.
"For many of them, they'll be happy to do it," he said.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, August 25, 2017
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