Interview with Auscontact CEO, Fran Southward

Following a long and distinguished career as Assistant Commissioner at the Australian Taxation Office, Fran Southward was recently appointed CEO of Auscontact Association. She gave this exclusive interview to Matchboard.  At a high level, what is the vision and mission of Auscontact? Our vision is to build, evolve and promote the customer contact community. We….

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The Advantages and Disadvantages of Outsourcing to the Philippines

For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T.  The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However the pandemic has prompted….

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An inside look at the National Coronavirus Helpline

One of the most important contact centre initiatives in Australia over the past 2 years has been the establishment of the National Coronavirus Helpline. Managing the Helpline is Denise Tan, Service Director at Healthdirect Australia, who gave Matchboard this exclusive interview. Tell us about the National Coronavirus Helpline – when did it launch? How many….

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Behind the scenes of service delivery at Lifeline Australia

Beth Parkin is Executive Director, Service Design and Delivery at Lifeline Australia, a national charity helping thousands of Australians every day experiencing a personal crisis. In this interview, she reveals her innovation agenda, as well as the challenges of meeting rising demand and managing a vast volunteer workforce. How has Lifeline and demand for its….

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How one education company successfully pivoted operations during Covid

Education was one of the hardest hit sectors in Australia during Covid. Through an innovative approach to cost reduction and course delivery, Gradability – Australia’s largest dedicated graduate employability specialist – is now poised for future growth. Steve Culpeper is Head of Operations and provides this exclusive interview to Matchboard. With your customers being international….

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Trends in inbound and outbound call centres in Australia and offshore

Back in the good ol’ days, when life was oh so simple, most call centres were either inbound or outbound. Inbound teams dealt with customer service, and outbound teams focused on sales. In the last 20 years, the rise of omnichannel and the demands of customers have blurred the lines, and changed both functions completely…..

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How humm group is driving purchase loyalty and a differentiated service experience

Ayelet Mendel-Girin is Head of Customer Experience at humm group, which received Canstar’s Outstanding Value Buy Now Pay Later Award and the Ashton Media Customer Experience Award in 2021. Revolutionising the way people pay for products and services, humm facilitates purchases for 2.7 million customers and operates in Australia, New Zealand, Ireland and the UK…..

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Interview with Bizcover CEO Michael Gottlieb on winning with customer experience

BizCover is a market-leading online insurance service, with 170,000 SME customers across Australia and New Zealand. In this exclusive interview, CEO Michael Gottlieb talks about Bizcover’s winning approach to customer experience, and where the future opportunity lies. How does the customer experience at BizCover, differ from traditional insurance brokers? Most SMEs are time poor and….

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Top tender tips for a winning proposal

With face-to-face relationship building opportunities declining through Covid, producing a stand-out tender submission has never been more crucial for winning new business. A proposal that effectively demonstrates your understanding of what’s required, how you’ll provide a successful solution, and a clear picture of what your solution will deliver for the client, are all compelling reasons….

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Interview with Celeste Carnovale at Hertz: Customer Service, Culture and Covid

Celeste Carnovale is Customer Care Centre Lead, Asia Pacific at Hertz. In this exclusive interview, she shares Covid learnings, cultural differences in customer service, and the big trend in contact centres.   In what ways did customer service at Hertz change during Covid? As you can imagine, when the breakout initially happened, many customers had….

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Recruitment Process Outsourcing: RPO benefits, models and services

In this article, we describe everything you need to know about RPO (Recruitment Process Outsourcing), from models and services to cost and operational benefits! What is Recruitment Process Outsourcing? RPO is a form of outsourcing whereby one organisation contracts with a specialist company to handle all or parts of its talent acquisition and hiring process…..

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Behind the wheel of Member Experience at Car Next Door

In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door – Australia’s largest peer-to-peer car sharing platform and recognised as one of Westpac’s top 20 businesses of tomorrow. What are the key metrics you use to measure customer success and satisfaction? We use a range….

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Offshoring and Outsourcing: Definitions, Models and Segments

Outsourcing is the contracting of a service to a third party. The outsourcing industry is broken down into segments, the largest of which are BPO and ITO (collectively referred to by some as IT-BPO). These two segments are estimated to represent a global market value of US$700 billion.  ITO is the larger of the two…..

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