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News : Call Centre Jobs Coming Back to Australia Due to Global Pandemic

#contactcenterworld, @liveperson

Sydney, Australia, June 24, 2020 -- The coronavirus crisis could be a blessing in disguise for some Australian job seekers as major companies close their overseas call centres and hire local workers.

New data suggests thousands of new jobs will be created with international borders expected to remain closed for an extended period.

The Customer Conversation Report from LivePerson also revealed that waiting on hold may be a thing of the past as customers and brands transition to digital messaging apps.

Since the COVID-19 lockdown began in March, there has been a near six-fold increase in Australians using platforms like Facebook Messenger, WhatsApp and SMS to communicate with companies.

'Our data reveals that the COVID-19 lockdown has seen take up of messaging channels skyrocket as companies were first overwhelmed by surges in customer enquiries, and then disrupted by the closure of call centres and store fronts due health and safety concerns,' LivePerson's General Manager for the Asia Pacific region Andrew Cannington said.

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"However, this shift from voice to messaging-based customer conversations has not happened overnight. It has been driven by consumer demand for things to be done differently.

'The reality is that most of us don't want to pick up the phone and wait on hold. We'd rather use SMS, WhatsApp or Facebook Messenger when it suits us, like we do with family and friends.'

Major Australian telcos like Telstra, Optus and Vodafone Australia have already begun to make the shift, along with the country's big four banks.

Telstra have hired an extra 1000 call centre workers to fill the void left by overseas shutdowns in places like India and the Philippines.

Multinational IT services company Datacom is also in the process of hiring 2,000 workers to fill positions in Australian call centres.

'This period has been really tough for brands and their customer contact staff but it's resulting in innovation,' Mr Cannington said.

'Smart brands are picking up on this, and those that haven't risk being left behind. In fact, we predict that most, if not all of the companies that have pivoted to messaging in response to the pandemic will embrace it permanently.

'Brands are realising that their staff can work from home when needed, that technology can help them better do their jobs and that customers prefer engaging with them using messaging instead of a telephone call.'

About 980,000 jobs have been lost since the coronavirus pandemic hit.

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dailymail.co.uk


About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Friday, June 26, 2020

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2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

4.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

5.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
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