About ATA
History
The ATA (formerly known as the Australian Teleservices Association) is the peak national body for the Contact Centre industry servicing the interests of businesses and employees working in the Contact Centre industry in Australia.
As a not-for-profit organisation, the ATA’s key role is to provide its members with a professional infrastructure for industry information, education and training, networking, and skills sharing; to represent the industry’s interests and views on key public policy issues; and to promote, support and champion growth, innovation and success at every level in our industry – individually, organisationally and regionally.
Established in 1989 by senior industry professionals, the ATA is run by industry people for the advancement of the industry. Currently, the ATA represents more than 75% of contact and call centre organisations across Australia, with more than 1000 member businesses from sectors including banking & finance, IT&T, insurance, travel & transport and retail.
An essential part of the Association’s responsibility is to promote and develop professional standards, ethics and best practice principles for the industry. It does this by conducting research amongst its members; providing education and training in industry standards of practice; and rewarding high achievement and professionalism through its yearly Awards program.
In 2007 the ATA officially launched the Contact Centre Standards and Accreditation program (CCSA). This program provides a framework of guidelines, principles and disciplines that cover a centre’s operations, and addresses best practice across five categories – Planning, Information and Environment, People, Process and Achievement & Performance. The Standards and Accreditation program was rolled out in August 2008 throughout its entire membership base, and in doing so, the ATA truly leads it peers worldwide in professional industry practice.
The contact and call centre industry is a large and growing area of business practice at the coalface of customer care. The continued success of the Contact Centre industry in Australia is prompting new thinking amongst businesses about business modeling, efficiency and flexible work arrangements. The ATA has worked to elevate the contact and call centre industry to recognition amongst its business peers as an impressive and successful business model and career choice. The Contact Centre industry in Australia is a recognised profession where practitioners can cultivate a broad range of skills and enjoy a rewarding career progression.
Mission and Objectives