If you’ve ever tried to get a straight answer on call centre outsourcing pricing in Australia or offshore, you’ll know it’s a bit like asking how long’s a piece of string. Providers rarely publish their rates, quotes vary wildly, and the variables that drive cost can feel overwhelming. This guide cuts through the noise. Whether….
In the race to automate customer service, Voice AI is the channel to watch in 2026. While many businesses focused on launching and optimising their text-based chatbots over the last few years (with mixed results), voice-based bots have had less attention. Gartner research in 2024 revealed just 5% of businesses had deployed Voice AI while….
Following a career at iconic New Zealand brands such as The Warehouse Group, Mercury and 2degrees, Alex Murphy now spearheads CX at Livestock Improvement Corporation (LIC), a world-leading agritech. In this interview, she shares a unique behavioural science and innovation-led approach to delivering customer-first experiences. What are the unique aspects of customer experience where the….
I had the privilege of working for one of the most successful BPOs (business process outsourcing companies) in the world* for 15 years, working my way up from Japanese-speaking call centre agent to Senior Vice President, International, based in New York. During that time, the BPO grew from 60 to 1000 people and IPOed. Today,….
A success story of the “sharing economy”, GoGet Carshare has grown to be a household brand on the east coast of Australia. CEO Tom Davey gives an exclusive interview to Matchboard on the role of its offshoring strategy and high-performing team in the Philippines. What led GoGet to outsource its customer operations offshore? GoGet is….
Artificial Intelligence (AI) has quickly become both the greatest opportunity and the sharpest disruptor shaping the Business Process Outsourcing (BPO) industry. For decades, growth in outsourcing was driven by labour arbitrage and efficiency metrics. That model worked when scale equalled success. But in 2026, the conversation has shifted: AI is redefining how value is created,….
Audrey William is Principal Analyst at CrayonIQ, a research and advisory firm focused on the evolving landscape of customer experience, employee experience, and enterprise collaboration. As a trusted advisor to CEOs, Boards and vendors alike, Audrey helps guide informed strategic decisions during times of disruption and change. Read her take on the 2026 trend to….
Sri Lanka is known as a centre of excellence for Finance & Accounting talent, offering labour cost savings in the range of 60% to 75% compared to hiring in Australia. And that’s without compromising on quality, compliance, data security, or familiarity with Australian accounting standards and platforms. This quick reference guide compares the cost of….
St Lukes is Tasmania’s leading not-for-profit health and wellness organisation. Today, it covers more Tasmanians than any other private health insurer – a testament to its unwavering commitment to the state, and vision of making Tasmania the healthiest island on the planet. We interview Belinda Martin, Head of Customer Care, on this unique people-focused business….
Navigating the journey of moving parents into aged care settings has been notoriously complex and frustrating, even for the savviest of Australians. One company, Aged Care Decisions, is changing the game by simplifying this experience and placing the customer at the heart of their service design. Co-Founder & Executive Director Ken Ray shares more in….
In this case study, explore why one of the largest real estate services firms in the world outsources finance and accounting to Sri Lanka. The key success criteria for the offshore program were accuracy, reliability, familiarity with MRI property management software, and specialised knowledge in lease and trust accounting. With these in place, the following….
This report examines 7 KPIs across the voice channel in contact centres, comparing 2025 results with the previous three years: average speed of answer; average talk time; average waiting time; average hold time; service level; containment rate; customer satisfaction score. Conclusions are drawn from a study of 3000 businesses in the following sectors: healthcare and….
Jack Madrid, CEO of the IT & Business Process Association of the Philippines (IBPAP), is not resting on his laurels. While he spearheads a body which has shaped the BPO industry into a major GDP contributor, Jack is focused on the future – and it’s replete with AI, innovation and transformation. Read Matchboard’s exclusive interview….
While Generative AI excels at language, Agentic AI provides autonomy, acting on its own to plan and implement. And the benefits for customers and enterprises alike are game-changing. This plain English Guide will help you get a handle on the possibilities in CX with Agentic AI, outlining use cases, types of AI agents, impacts on….
Hiring offshore IT talent? Don’t guess what to pay. We’ve put together the most up-to-date salary benchmarks for 15+ IT roles in the Philippines – from full-stack developers and DevOps engineers to cybersecurity, cloud, data and AI specialists. Inside you’ll see: * Real salary ranges for each role * The service fee charged by a recruitment….
Sydney, September 3, 2025 – 13 is not only Taylor Swift’s lucky number, it’s Matchboard’s, as the company celebrates 13 fruitful years in business. Founder Sharon Melamed commented, “From zero to 5,500 clients, dozens of awards and 5-star client reviews, it’s been an incredible ride. We’ve grown double-digit almost every year, and our offering has….
Dan Edwards is Bupa’s Director, Health Insurance Channels and Growth, and in this interview, he reveals why he’s so excited about the opportunity with AI, and how the channel mix is changing in sales and service. How do you embed empathy in your frontline, as they speak with members experiencing major health issues? Bupa is….
Every customer conversation is a dual-purpose asset: a CX moment and a compliance artefact. Conversational & Quality Intelligence unlocks both roles simultaneously. By extending coverage beyond voice to chat, email and video, firms capture the complete risk and sentiment footprint of a customer journey. By automating scorecards and layering LLM summarisation, they swap manual sampling….
Mei-Ling Cheong-Nepia is Head of Service and Operations at Australian Ethical Investment, a superannuation fund with a difference: while avoiding investments that cause unnecessary harm to society and the environment, Australian Ethical backs only ethical companies that support people, quality and sustainability. Here Mei-Ling takes us behind the scenes from a Customer Experience perspective. She….
Sydney, June 2025 – New data released by Matchboard, Australia’s award-winning outsourcing matchmaker platform, reveals the most sought-after offshore destinations for Australian businesses in the first half of 2025. Leading the list is the Philippines, chosen by 29% of clients, followed by Fiji (23%) and New Zealand (16%), with the remaining 32% spread across a….
