A new year brings opportunities for new partnerships. Maybe you’re not happy with your incumbent, or your in-house model is not working…or perhaps you have an exciting new offering, and want to partner with a vendor to support your growth. No matter which category you fall into, we recommend supplementing an RFP process with a….
Australians may think of New Zealand as their little sibling, but there are big benefits which Aussie businesses can gain from outsourcing across the Tasman. Let’s look at the top 10 benefits relevant to two specific areas of outsourcing: contact centres and shared services. 20-25% Cost Savings Aside from exchange rates, which go up and….
Behavioural economics tells us that people will pay a premium for something once they are certain it will deliver what they want. It’s no wonder then that outcome based pricing components are popping up in contracts for services ranging from outsourcing and consulting through to technology and marketing. Let’s look at each of these service categories and how suppliers can assume or….
What is insourcing? Insourcing is where a third party manages a business function, such as a contact centre or accounting, at your facility. In other words, it’s a blend of the inhouse and outsource operating models. The third party – typically a BPO – provides: recruiting some or most training management of staff best practice sales, service or back….
Consider this statistic: there are an estimated 18 billion mobile devices (phones and tablets) worldwide in 2025. There are millions of apps on the Apple store and Google Play. If one of these is not yours, then maybe it’s time to consider getting some “App Appeal”! Here are our top 10 reasons to build a….
Looking to expand your B2B Social Media marketing organically, but not sure of the approach? Breaking the tasks into bite-size chunks will make it less daunting and reduce errors. Here are the steps you need to take. Articulate your goals Goals should contribute directly or indirectly to your business plan, for example, to: drive revenue….
If you’ve decided you want to stand out from the crowd with a differentiated customer service offering, read on – we hope at least one of these ideas will resonate and make your customers (and your boss) love you! Hire right One of the easiest ways to differentiate your customer service is with frontline contact….
Since this interview, Beth Parkin has moved to a new role. Please consult LinkedIn for up-to-date information. With around 2 million members, REST is among Australia’s largest superannuation funds by membership. When it comes to customer experience, REST is also one of the industry’s most progressive. We spoke to Beth Parkin, GM of Customer Service,….
When most people hear about bots in contact centres, they think chatbots. These are the customer-facing bots that automate online conversations and give customers answers to their questions. However there’s another type of robot which can be deployed in contact centres, just “behind the scenes”! This is known as Robotic Process Automation (RPA), and is….
Business process outsourcing companies, otherwise known as BPOs, feature prominently in the operational blueprint of nearly every major organisation. But where do you find the best outsourcing companies for your business? Location Since there are tens of thousands of bpo companies around the world, one of the first places to start in finding your perfect match….
While there are many reports from analysts on the global BPO industry, there is a paucity of data around the Australian market. Matchboard analysed outsourcing requests received on its platform from Australian users, comparing data from 2015 and 2016. Here are the results. Click to see page 2 of our infographic, focusing on BPO location trends in the Australian market…..
With the rise of customer experience as a boardroom imperative, Australian companies have embraced the concept of “journey mapping” to experience both the pleasure and pain of what it’s like to be a customer. Developing a journey map involves laying out the experience a customer has with a company across multiple interactions or touchpoints, all….
If you gave each of your contact centre team members and managers a $200 training voucher to purchase customer service training that was relevant to them, would they spend their money on a program from your Learning Management System? Would they spend their money on one of the courses currently on your learning schedule? Or….
Planning to set up a team in the Philippines? An alternative model to traditional Philippines outsourcing – “staff leasing” – is surging in popularity. Find out how leasing works and the keys to making it a success. Outsourcing business services offshore is now a familiar model to most Australian businesses, as they look to….
There are many types of Knowledge Management Systems (KMS). When selecting a call centre knowledge management system, make sure the system is designed for customer service. KM systems for IT departments, for example, are unlikely to be suitable: they’re designed to encourage collaboration, and for scientists they enable deep research. But in a contact centre,….
At Matchboard, we get asked all the time for recommendations of the best after-hours or 24×7 call centre services. These requests are becoming more and more frequent, reflecting changes in society, demographics and consumer preferences. Let’s take a closer look! Product Support hotlines Software is eating the world, as Marc Andreessen famously said. We are all….
As exchange rates and economies change around the world, so too does the list of countries vying for offshore call centre services and back office outsourcing work. One of the industry’s best-keep secrets is a country which boasts an array of advantages, it’s no wonder more and more businesses are outsourcing there – can you….
In the last several years, marketers were encouraged to increase their use of digital marketing to appeal to the modern consumer. High mobile technology uptake and the rise of social media made digital marketing the logical next step. But where does that leave offline marketing, such as telemarketing and direct mail? You may be surprised….
Since this interview, Fiona Keough has left Auscontact. Please consult LinkedIn for up-to-date information. Doyenne of the Australian contact centre industry and Auscontact CEO, Fiona Keough, gave this exclusive interview to Matchboard. What do you believe are the greatest threats – and opportunities – for the Australian contact centre industry, moving into 2016? There is so much opportunity….
With English being the official language of Australia, you could be forgiven for thinking a website, call centre and advertising in English is all you need. But scratch beneath the surface, and you’ll find large communities speaking other languages, and crying out for information in their native tongue. Don’t most LOTE (Language Other Than English)….
This is part 2 of our infographic on BPO trends in Australia – focusing on location options. Part 1 can be viewed here. Related content Fiji as a Contact Centre Hub (white paper) Contact centres in the Philippines – surprising facts Contact Centres in Australia
While some Australian contact centre jobs are being replaced by offshoring and automation, other jobs are booming. Matchboard’s CX and contact centre recruitment specialist provides a synopsis of where the demand is. Analyst – Business Intelligence “Analyst” roles are growing fast with statistical analysis and data mining one of the most sought-after skills in Australia….
Since this interview, Michael Clark has moved to a new role. Please consult LinkedIn for up-to-date information. In the first in a series of exclusive client interviews, Matchboard speaks with Michael Clark, Executive Director – Advice, Support & Assistance at Office of the Fair Work Ombudsman (FWO). What has been the biggest customer service challenge you’ve faced at….
Close your eyes and imagine a world where 30% of people around you don’t speak English in the home…and now imagine that you’re an executive at a company eager to acquire and retain new customers. You need look no further than cities like Sydney or Melbourne, where almost a third of residents prefer to communicate….
As business people, we’re often trying to figure out: what do customers want? How do they perceive what we deliver them? We typically answer these questions by collecting customer feedback. But collecting the feedback is just the first step towards finding the answers. The second is to analyse the data. In this article, you will….
Since this interview, Liz Diles has moved to a new role. Please consult LinkedIn for up-to-date information. Danoz Direct is a market leader in home shopping in Australia and New Zealand. In an exclusive interview with Matchboard, CEO Liz Diles explains how she is keeping Danoz at the forefront with great customer experience and an ever….
Since this interview, Paul Cahill has moved to a new role. Please consult LinkedIn for up-to-date information. In our exclusive series of interviews with Australia’s Customer Leaders, Matchboard spoke with Paul Cahill, Head of Customer Experience at Tabcorp. Tabcorp is an ASX100 company, and one of the largest publicly listed gambling companies in the world…..
It’s widely known that SMS open rates are a sky-high 98% within 6 minutes of being sent. But there’s a difference between having a message read and truly engaging customers. Nearly everyone has a mobile phone and, unlike app notifications, SMS won’t get turned off. But more than being omni-present, SMS is how customers want to interact. Digital marketing magazine reports that….
Kris Wozniak interviewed Matchboard’s Sharon Melamed for Procurement Uncovered. We’ve transcribed the interview for those of you who prefer skimming through text to listening to a Podcast! KW: G’day and welcome to Procurement Uncovered episode 002. My name is Kris Wozniak, Managing Director of Procurement & Contracts Division and today I’m joined by Sharon….
BCP: one of the most dreaded three letter acronyms for contact centre and IT executives around the world. BCP stands for business continuity plan and is a document which proactively addresses conceivable disruptions to a business, from minor, such as a call centre system outage, to major disasters such as a fire, pandemic or hurricane…..
