Industry Reference Material
This code has been developed to provide members with a framework to manage the operations of their centres in a fair and ethical manner.
Click here to download a copy of the code.
Annual Report 2006
Publication Date: 31st March 2006. AUD900, plus GST - 33% discount for ATA member who order before 28th February 2006, 20% discount for members applies thereafter.
Companies are now using service differentiation as the key to a product marketing strategy. At the same time, call and contact centres are becoming mature business units delivering strategic and operational value to the companies they service. 36% of centres surveyed said they are now considered profit centres - most are primarily focused on delivering service rather than sales. With this in mind, it is perhaps unsurprising then that within the last three years, centres have moved from being perceived as non-strategic to becoming departments at the heart of business. These strategic findings were published this week in the ACCS Annual Report 2005.
This 110-page report, is a comprehensive analysis of Australian Contact Centre operations ranging from Staffing to Call Management, from Strategic Development to the role of Technology. Pictures speak volumes, so to do the 65 illustrations of the trends that have occurred within the industry over the last few years. 2004 was a year that saw centre managers step up to the challenges presented to them. If you would like the latest, most accurate, industry data on contact centres purchase the ACCS Annual Report 2005.
The ACCS Report details the hard data about the department that has become the heart of the majority of businesses. With the shift in positioning of centres has come a shift in the challenges managers now face in the year ahead. These challenges have moved from influencing the bottom line by examining cost issues to strategies and the operational realities of increasing revenue and market share. Whilst the focus will be increasingly on revenue generation and technology investment in 2005, 2004 was the second year in a row to record the industry doing more with less. How these strategic and operational developments will impact operations, the best practice measures, quantitative industry statistics for business planning and more is the core of the ACCS Annual Report 2005.
The ACCS Annual Report 2005 offers exceptional data integrity, timely and pertinent information and should be your industry report for 2005. That is why those that had a copy last year have ordered the ACCS Report again this year.
ACCS Annual Report 2005
Published: 11th April 2005. AUD450, plus GST - Half Price New Year Sale
Best Practice Recruitment for Centres 2005
Publication Date: 12th December 2005. AUD 400, inc GST
In a candidate scare market companies are thinking outside the box to fill their call centre vacancies. With an estimated 18,000 vacancies per annum within the contact centre space filled by external recruitment the competition to recruit quality candidates is fierce. The research suggests that the advantage assumed by some regional locations has diminished as more centres establish themselves in the region.
Vivaz has published a detailed, quantative analysis of how centres are recruiting, what it is costing them and how successful these changing trends are proving. The number of applications across the board is down, companies are getting out to market quicker once they realise the need to recruit, more centres are taking longer over their recruitment process and yet still a quarter will need to repeat the process to fill their vacancies. The role of brand attracting candidates is evident in the advertising trends as is the need for new sources of candidates.
As new demographics with different backgrounds are entering centres the way candidates are being assessed, and who is managing the assessment has changed. There has been a distinct swing towards favouring external recruitment suppliers to manage part or all of the process. Assessment centres are back in vogue as companies need to assess candidates who have no prior experience but might have the right aptitude and attitude.
Across the board, recruitment in centres is a hot topic. With an average time of 13 weeks (or 3 months) between identifying a recruitment need and a candidate leaving induction it is not surprising that managers are continuously looking for ways to recruit and retain better.
From 30 August 2004, new fair trading laws apply to traders who sell goods and services in New South Wales by going door-to-door or making telephone calls. These new laws are known as the Direct Commerce provisions of the Fair Trading Act 1987. The new laws replace the Door-to-door Sales Act 1967, which was repealed on 30 August 2004.
The Office of Fair Trading has produced two publications, which provide a summary of the legislation:
*Door-to-door sales and telemarketing (information for consumers) http://www.fairtrading.nsw.gov.au/pdfs/corporate/publications/ftc34.pdf
*Direct commerce regulation of door-to-door sales and telemarketing (information for business)
These publications can also be viewed or printed from the Publications page of the Office of Fair Trading website at www.fairtrading.nsw.gov.au or additional copies can be ordered from Fair Trading Centres by calling 13 32 20.
The Australian Contact Centre Survey Annual Report is a detailed analysis packing 110 pages with information about the call and contact centre industry, including 65 illustrations of the trends recorded by the ACCS over the last few years. If you are new to the contact centre industry or would like a reference book to understand and establish targets within your centre the latest ACCS Report is for you. The Report looks at the quarterly fluctuations in the plethora of measures that apply to the call and contact centre industry and documents the benchmark, or best practice, level for the industry.
This ACCS Report details some exciting developments about how the industry has changed over the last year. These developments include how centres are now positioned at the heart of the majority of businesses, with over a third now being profit rather than cost centres. In tandem with this strategic shift, 2004 also saw the industry doing more with less for the second year in a row. All this and much more is in the ACCS Annual Report 2004.
The ACCS Report details the hard data about the departments that have become the heart of the majority of businesses. With the shift in positioning of centres has come a shift in the challenges managers now face in the year ahead. These challenges have moved from influencing the bottom line by examining cost issues to strategies and the operational realities of increasing revenue and market share. Whilst the focus will be increasingly on revenue generation and technology investment in 2005, 2004 was the second year in a row to record the industry doing more with less. How these strategic and operational developments will impact operations, the best practice measures, quantative industry statistics for business planning and more is the core of the ACCS Annual Report 2004.
A discount applies for ATA members purchasing this report, to order a copy please visit www.contactsurvey.com
From 30 August 2004, new fair trading laws apply to traders who sell goods and services in Victoria by going door-to-door or making telephone calls.
The Office of Consumer Affiars Victoria has produced two publications, which provide a summary of the legislation. A copy of the brochure providing information to business on these changes can be down loaded here.
Further details of the legislation can be obtained from teh Office of Consumer Affairs Victoria
On the 3rd of April 2009, the Australian Industrial Relations Commission (AIRC) released its decision and the stage 2 of the modernisation of awards.
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