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Article by Fiona Webster from Randstad's Outplacement & Career Coaching division.
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By Camilla Gulli, from FuturePeople Recruitment
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As we leave behind 18 months of trials and tribulation at the hands of a downturn unlike any seen in decades, are we headed into a new struggle against skills shortage that is set to make its mark on our slowly improving economy?
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Nick Walker, Business Development Manager from FuturePeople Recruitment discusses how to hold onto your talent in the post-GFC recruitment surge.
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Australian-based contact centre managers are entering the new financial year with an investment focus on the deployment of social media monitoring tools according to a survey commissioned by RightNow
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A divergence of opinions...Randstand Workplace Report reveals most employees are happy in there jobs post GFC.
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Emma Teale, Client Delivery Manager at FuturePeople Recruitment discusses the cost of attrition post GFC.
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The war for talent is well and truly back on; creating a need for employers to review their talent acquisition and supplier engagement strategies.
A analysis by FuturePeople.
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Explores strategies for employee engagement, by Stephen Walton, Chief Psychologist, Hallis
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by Linda Simonsen, FuturePeople.
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There is little point having the world’s most effective and expensive advertising campaign, if when a customer phones your office they are met with an ill-informed, or worse still, rude telephone operator. It can mean all the difference between business success and business failure.
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The team at Avaya is now beginning to transform talk into action as the promise of Biometric Voice Identification becomes a growing reality for contact centre’s in Australia.
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By Paul Magee, Managing Director, Salmat VeCommerce
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By Michael Meredith
This year marks the 20th Anniversary of the ATA, the peak body for the contact centre industry in Australia, and this occasion has provided an opportunity to reflect on the role contact centres have played over the years, to celebrate the position the sector now holds within Australia, and to forecast the industry’s future within Australia and the Asia Pacific region.
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Many may not be aware that from inside Dillwynia, a women’s prison at Windsor, NSW, a thriving telemarketing call centre is being operated by Corrective Services Industries (CSI).
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Award modernisation is the process currently being undertaken by the Australian Industrial Relations Commission (AIRC) to create Modern Awards covering employees in the Federal workplace relations system. An update provided by M.J. Smith & Partners in Brisbane.
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The Fair Work Bill which comes into effect on 1 July 2009 replacing the
1996 Workplace Relations Bill, will see Modern Awards and National Employment Standards (NES) form the basis of minimum employee entitlements from both a wages and conditions viewpoint. Linda Simonsen, from FuturePeople Recruitment discusses the implications for our industry.
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A new piece of research designed to study the productivity impact of knowledge impediments in contact centres from students at the University of New South Wales, has been performed on the Australian Workplace Authority.
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Hallis 2009 Contact Centre Salary Report
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The 2009 Salmat VeCommerce Identity Verification Study, conducted by callcentres.net, highlights consumers' fears that traditional PINs and passwords do not provide adequate protection of their personal information, with 67 per cent of consumers reporting that they believe their security details are at risk.
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CALLS TO THE CLEVER COUNTRY
By Michael Meredith. May 2009
The introduction into parliament of Senator Steve Fielding’s proposed anti-offshoring Bill has injected new life into the debate around the outsourcing of contact centre jobs to overseas operations, and has caused me to think once again about the advantages of keeping customer contact jobs within Australia and the opportunity we have to become a centre of excellence within the Asia Pacific region.
Senator Steve Fielding is planning to introduce the proposed Bill, entitled the “Keeping Jobs From Going Offshore Bill”, into Parliament in the near future, possibly as close as June 09. The Bill seeks to stop the offshoring of jobs to other countries.
Over the past 10 years, Australian companies have identified the potential benefits of outsourcing back office and contact centre functions offshore, driven largely by cost savings. By offshoring, companies sought to make large operational and labour savings. A concept that was harvested in the US, many Australian organisations have adopted this business trend.
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No Mothballs For Innovation
By Michael Meredith. March 2009
Once upon a time I recall Australia shut down for about six weeks following Christmas, much to the amusement (and sometimes ire) of our international trading partners. Those days are long gone and the great Aussie summer break is a wistful memory. Many people have been back at their desks since the 5th of January and a great sense of urgency has enveloped the nation due to current economic conditions.
Australia is weathering the turbulent waters of the global economy better than some. There is a cautious energy around Government promises to nation build and protect jobs, but all industries will hunker down over productivity and efficiency gain priorities, meaning strategic, innovative projects may be mothballed.
There are two ways to consider the debate about whether innovative and progressive strategies should be shelved in favour of a focus on traditional practices during tough economic conditions.
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Presented by
Daniel Turner CEO
UNITY4 Pty Ltd
ATA National Road Show May 2008
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DON’T PANIC! PLAN FOR GROWTH THROUGH THE MELT DOWN.
By Michael Meredith. October 2008
Over the past three editions, I have explored several large issues that impact on our industry, on our agents and on the customers that contact centres serve. One of the themes considered in May was the impact of stress in the contact centre especially in light of the credit crunch that was only then starting to emerge.
The subsequent melt down in the global financial markets is now reverberating strongly. The level of pressure being felt by businesses, agents and consumers is perhaps at its greatest levels in history, even in Australia where our economy so far appears to remain relatively sheltered from the worst of the fall out.
Although the Government remains confident Australia will weather the storm because of our closely regulated banking system, Treasurer Wayne Swan continues to say ‘we are not immune’ so it seems prudent to consider where the opportunity and threats may lie for our industry.
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Singapore, 8 April 2008 ? In a first for the Asia Pacific contact centre industry, Asia Pacific Contact Centre Association Leaders (APCCAL) was launched today at a formal ceremony in Singapore.
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A Managerial White Paper
This paper focuses on the very specific requirements that a Call Centre may require in order to effectively manage knowledge, deliver it to users, provide training based around that knowledge and establish a controlled environment for knowledge updates.
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Please find enclosed the ATA?s Annual Report 2007. Many thanks to the efforts of our outgoing Chair Anthony Seaegg, and the new & current Board Members and Chapter Chairs for their input. Special mention to Eloise Campbell who oversaw the coordination and compilation of the Report.
The Annual Report 2007 is part of a range of core communication commitments from the ATA to improve the flow and quality of information to members, and to ensure there is transparency around the activities and priorities of our association. As the year progresses we intend to roll-out some new approaches to providing consistent and relevant communication to our members. We invite you to give us feedback on our efforts and tell us what you want. Please visit our website regularly and we hope you begin to notice improvements.
I hope you enjoy reading the report and feel proud of the achievements - your own, your peers and those of your Association - and the advances we continue to make towards a more professional, innovative and exciting industry.
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Tipping the Balance
Stress and the Satisfaction Triumvirate
By Michael Meredith. March 2008
Watching the television a few weeks ago, I caught a segment on Sunrise about new technology developed in Japan, designed to help contact centre agents recognise just how stressed callers might be.
Asked to respond as to the use and value of such technology, the commentators on Sunrise offered varyingly silly remarks. The bloke suggested that, as telemarketers calling from overseas are the ones creating customer stress, simply stopping this practice would render the technology useless. The woman twittered that as people only ever ring a call centre if something has gone wrong, the technology is only likely to point out the obvious.
Perhaps if our erstwhile friends at Sunrise had ever spent ten minutes on the other end of the line assisting a particularly upset caller, they might appreciate why their flippant dismissal of this technology not only demonstrated a clear ignorance of the industry but also completely missed the most salient point.
The point is that stress in the Australian market is a very real factor, growing by the day. The credit crunch is placing families and business under pressure and media reports of late have covered some of the cost, both human and commercial.
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Every year the ATA judges the best contact centres and managers in the business and this year, ING took out the NSW Contact Centre of the Year for a centre with 50-120 FTE.
We have now been provided with a case study outlining a cornerstone strategy that helped them achieve this outcome.
In the case study Tina Dougherty, who herself is a past ATA Contact Centre Manager of the Year winner, has identified what ING did and why she believes a similar approach is a must-have for service-centric environments.
ING has driven incredibly high standards into its National Service Centre as a result of their award
Michael Meredith
CEO of ATA
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The ATA has endoresed Coachsmart's 2007/8 Performance Review in their survey asking questions about managing and improving people performance in a contact centre environment.
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Press Release: 5 April 2007
Vivaz, the contact centre specialists, is launching a new series of strategic reports and benchmarking snapshots designed to meet the changing needs of the industry.
The reports, one to be released each quarter, will work to support Vivaz?s annual Australian Contact Centre Survey - Australia?s most definitive and invaluable statistical contact centre resource measuring industry standards ? and cement the company?s reputation for providing timely, relevant and credible industry research.
Known as the ACCS Strategy Series, the reports will focus on strategic issues crucial to a contact centre?s operation. These are Human Resources, Customer Service Strategies, and People vs Automation. Each report in the series will include an ACCS Quarterly Snapshot, containing the latest benchmark figures assessing the industry?s performance in each area.
?The contact centre industry in Australia has dramatically matured over the past six years,? Vivaz Managing Director Eloise Campbell said. ?Call centres are no longer considered ?tag-ons?, but rather core parts of businesses which are run very efficiently. They are an industry in their own right.
?As a result of that maturity, benchmarking measures are fairly established and clients are now seeking more strategic information on the future directions of the industry as it continues to evolve. Having conducted research in the market for the past six years, we pride ourselves on providing clients with timely, relevant and integral information. Therefore, we were keen to reflect that change in the industry and shift the emphasis of our reports,? Eloise said.
The new reports are endorsed by the Australian Teleservices Association (ATA), and are sponsored by technology company Global Speech Networks and recruitment specialists Select Teleresources.
The first report in the strategy series focusing on Customer Service Strategies will be available in June 2007. To register interest in participating, go to www.vivaz.com.au.
Contact: Eloise Campbell, Vivaz Managing Director ? (02) 9299-4047 or 0402 144 171 or Paula Bombara, Vivaz Communications ? (02) 9299-4047 or (02) 9745-5514
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ATA Member
As you are probably aware consumer registrations for the Do Not Call Register went live yesterday (3rd May) which has since resulted in a high degree of media coverage.
The Australian Communication and Media Authority (ACMA) website this morning is quoting that 50,000 registrations were made in the first day. In ACMA?s initial planning they were expecting up to 1 million registrations in the first week, 5 million in the first 12 months and up to 7 million in the first 2 years so it will be interesting to see if these predictions are realised.
I have completed various media interviews over the past 2 days to express the industries viewpoint and whilst the ATA supports activities that result in improved services from our industry we do have the following concerns about the Register.
1. The Register has been introduced as a direct result of complaints lodged by consumers on overseas telemarketing.
2. The Register could possibly effect up to 30000 Australian jobs
3. Our concern is that consumers will have the expectation that by lodging their details on the register that they will never again receive a telemarketing call, this will not be the case. Due to the inclusion of exemptions i.e. charities, political parties, religious bodies, education facilities and government departments they will still receive calls.
4. That the Australian telemarketing industry is already covered by privacy and telemarketing legislation, the Register just adds another layer of legislation.
5. The Registers requirements cannot be enforced against overseas organizations using overseas centres
6. The government will look to recoup $11.2 million (over 4 years) in costs from industry to pay for a register that will not stop all telemarketing.
Interestingly the fact that political parties were exempt was raised in each interview and was seen as cynical by the interviewers. I don?t know if you are aware but ACMA has also introduced Telemarketing Standards alongside the Register, these Standards apply to all organizations including those that are exempt from the register. In their initial draft these Standards did not allow for any telemarketing or research calls to be made on a Sunday. It has since been realised that Sunday is the best day for political polling and ACMA has now been asked to revisit the ban on research calls being made on a Sunday. This is surely a move by politicians to protect their own interests as the other exempted parties will still not be able to operate on a Sunday.
The Register is now a reality and it is not expected that it will be withdrawn however the ATA will continue to raise these concerns with the relevant government bodies.
I would welcome and concerns, comments or questions that you may have on this matter.
Michael Meredith
Executive Director ATA
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The first edition of Making the right call, the Do Not Call Register newsletter, is now available on the ACMA website at www.acma.gov.au/donotcall under "Information for Industry".
Designed for businesses affected by the new rules, this newsletter provides up-to-date information about the register and the industry standard for telemarketing and research calls.
Making the right call is part of a broader education program about the register and standard. In the lead up to the launch of the register in May, the focus will be the introduction of the register and the standard and how industry can comply.
ACMA will distribute Making the right call regularly over the coming months. You are welcome to forward this to your members. A subscription form for the newsletter is also available on the website. If you have any queries about the newsletter or the Do Not Call Register, please contact the Do Not Call Taskforce on donotcalltaskforce@acma.gov.au or (03) 9963 6888.
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As a part of the National Do Not Call Register legislation a requirement was made for the development of a National Standard covering Telemarketing.
The Australian Communication Media Authority (ACMA) have now released the final version of the Standard, a copy of which is attached.
It should be noted that this Standard does not override any State legislation and that Telemarketers are still required to abide by both the existing State legislation and the new ACMA Standard.
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The Australian Teleservices Association (ATA) is a members association representing the Call and Contact Centre Industry within Australia. Its stated mission is to lead the call and contact centre industry and to promote professionalism, growth and ethical behaviour. Recently the board of the ATA announced that it would be introducing a Standards and Accreditation Program to cover the Australian Call and Contact Centre Industry.
Phase 1 covering establishment of the Program has now been completed and the ATA is seeking proposals from qualified parties to act as Auditors of the Program. A summary of the requirements and program outline is available on the following link.
Responses must be lodged with the ATA by close of business Friday 23rd February 2007 at PO Box 129 St Leonards NSW 1590.
Contact Enquires: Mr Michael Meredith Executive Director ATA Telephone 02 9906 6163 Fax: 02 99062155 Email: michael@ata.asn.au
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For a copy of the ATA's response to the proposed Telemarketing Standards to be introduced with the Do Not Call Register click on the following
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22 June 2006
Do Not Call Register legislation passed
Legislation to create a National Do Not Call Register passed through Parliament today, the Minister for Communications, Information Technology and the Arts, Senator Helen Coonan said today.
?This legislation responds directly to the increasing level of community concern about the exponential growth in unsolicited telemarketing calls,? Senator Coonan said.
?The Government will now begin setting up the Do Not Call Register which will allow individuals to register both their home and mobile number. It will then become illegal for telemarketers in both Australia and overseas to contact the numbers.?
The Australian Communications and Media Authority (ACMA) will establish and oversee the operation of the Do Not Call Register, and is likely to commence a tender process shortly.
?Based on overseas experience, we expect there will be a high level of demand from individuals who wish to place their numbers on the Register ? as many as one million numbers are expected to be registered in the first week alone,? Senator Coonan said.
?So it is important that we get the detailed operational arrangements right to make sure that a workable Register is developed.
?I have asked ACMA to continue to consult with relevant stakeholders to ensure the legislation is implemented appropriately, and I look forward to being able to announce the start of the Register in early 2007.
?The Do Not Call Register will give peace and mind to those who don't like, and indeed resent, the intrusion and disruption caused by unsolicited telemarketing calls.?
ACMA will be responsible for implementing the Do Not Call Register scheme, including the setting of national telemarketing standards on issues such as permitted calling hours and the provision of certain information by telemarketers. These standards will apply to all telemarketers.
?This legislation means for the first time that individuals have a single contact point to help address unwanted telemarketing calls, and ACMA can issue formal warnings, infringement notices or even start court proceedings if telemarketing standards are breached,? Senator Coonan said.
There will be no cost for an individual to place their number on the Register, and it will be possible for fixed line and mobile numbers to be placed on the Register
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29th November 2005
The ATAs position on the proposed Do Not Call Register is now available for members and other parties. The position paper has been developed as a response to the discussion paper released by the Department of Communications, Information Technology and the Arts on the introduction of such a register.
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Australia Post commenced a massive transformation project in their contact centre channels in mid 2009.
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Sydney-based contact centre Customcall has assisted Sydney resident Pauline Talty in her fund-raising efforts towards a life-saving transplant operation that is only available in the United States.
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National News