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News : Government Grant Helps Turbocharge Australian Contact Centre Jobs


Victoria, Australia , March 9, 2021 -- A WA Government grant has been awarded to OracleCMS in order to build contact centre jobs in the State.

"The industry has massive potential" explained OracleCMS Director Metin Unal "there are already 300,000 jobs nationwide, and there’s ready scope to double that."

The company will create up to 200 jobs over the next five years at their new Subiaco operation, 10% of which they aim to fill with indigenous staff, but their ambitions are far greater.

"The industry has been dominated by operations in India and the Philippines because they are so cheap, but as this has grown, standards have slipped, and customer dissatisfaction has risen sharply."

"We are getting lots of calls from disaffected clients who are losing customers because they get so frustrated by the poor language skills of operators, and their inability to do anything other than read standard answers. They’re slow and very poor at fixing problems, and ultimately that’s costly to the businesses they serve." states the OracleCMS Director.

"Australia can’t compete with the rock-bottom wages of third world countries, which is why India and the Philippines have built an industry with annual revenues of over $100 billion. But we can be smarter and give faster far more satisfying customer solutions, and that makes us cost competitive." explains OracleCMS Director Unal.

"Our strategy is to combine cutting edge artificial intelligence and truly skilled operators to do this. We have AI and automation experts, workflow experts and software engineers on our teams who love their jobs. Our teams have the capacity to think laterally and give practical advice rather than always reading from an infuriating script. People with complex questions love getting a thoughtful Australian response." says Unal.

The OracleCMS Director goes on to share "Smart contact centres like this can save 50% of call time and deliver far higher user satisfaction, and that’s what is increasingly making them economically attractive to companies that care about their customers."

A second advantage of local contact centres is that data is held in Australia, by Australians and protected by Australian privacy laws, thus not subject to the rising global problem of data theft.

"We’re very excited about the future" said Mr Unal "Australia needs jobs to recover from Covid 19 and there’s no doubt that smart contact centres like ours can add tens of thousands of them fast. It’s great that the WA Government is backing the sector, and frankly I expect other States will follow their lead as it makes such a big difference, so rapidly."


Posted by Veronica Silva Cusi, news correspondent

About OracleCMS:
Company LogoOracleCMS is one of the leaders in the call centre and Back Office industry of Australia. The company trains and employs some of the leading customer service and back-office professionals while working with many big-name clients both within the country and abroad. OracleCMS is an award-winning brand of customer management solutions, and has developed various solutions for a multitude of businesses.
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Today's Tip of the Day - Involve Staff

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

Published: Thursday, March 11, 2021

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2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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