Most large organisations outsource at least some contact centre activity while maintaining the rest in-house. This may be referred to as a hybrid, or champion-challenger, operating model. Here’s a list of 20 Australian brands that outsource at least part of their contact centre in 2025 (in alphabetical order): – AGL (4.6 million services) – ANZ….
It’s not every day you come across an Aussie running a global CX function for a Fortune Global 500 company. Based in Sydney, Sam Youssif is Global Head of Customer Journey Digitisation at Schneider Electric (SE), and here he shares how he does it. What is it like being based in Australia running the global….
Telcos and utilities make up some of the most valuable brands in Australia. Yet not many telcos are able to deliver a customer experience that makes them shine. Surveys by the Australian Communications and Media Authority (ACMA) reveal that while a vast majority of Australians are mostly satisfied with the reliability of telco services, 29% of….
The banking and financial services landscape is ever-evolving. Despite the Covid-19 pandemic causing reduced operational efficiency and profitability in 2020 and 2021, the industry has proved its resilience with its innovation and adaptiveness. However, customer needs and behaviours are constantly changing, with a steep increase in digital adoption and a surge in demand for hyper-personalisation…..
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….
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 it’s important to be….
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….
If you’re one of the 69% of Australian households that own a pet, you probably know PetSure. Pete Iannetta is Head of Customer Service and he explains how PetSure is helping its pet parent customers at a time of immense upheaval. How have the recent floods in NSW & QLD affected your customers and the….
Note: the below interview was conducted in 2023 and Beth Parkin has since moved to a new role at Air Services Australia. Please visit LinkedIn for up-to-date information. 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….
Note: the below interview was conducted in 2023 and Sarah Thomas has since moved to a new role. Please visit LinkedIn for up-to-date information. Sarah Thomas ran customer experience at MILKRUN, prior to its acquisition by Woolworths in 2023. Milkrun was a startup promising delivery of groceries in 10 minutes which took the Australian market….
If there’s something all businesses have in common, it’s a desire to have happy customers. After all, happy customers translate to a healthy business and bottom line. So it’s no wonder that customer experience (CX) consultants are in high demand, working with executives and business owners to understand customer wants and needs and translate them….
Note: the below interview was conducted in 2023 and Steve Culpeper has since moved to a new role. Please visit LinkedIn for up-to-date information. 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 –….
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…..
Note: the below interview was conducted in 2023 and Ayelet Mendel-Girin has since moved to a new role as Head of Digital and Customer Experiene at Angle Auto Finance. Please visit LinkedIn for up-to-date information. Ayelet Mendel-Girin is Head of Customer Experience at humm group, which received Canstar’s Outstanding Value Buy Now Pay Later Award….
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….
With face-to-face meetings declining since 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 to choose….
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….
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…..
In this exclusive interview with Matchboard, Glen Robinson takes us behind the wheel of Member Experience at Car Next Door (since rebranded to Uber Carshare) – 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….
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…..
Sri Lanka is steadily making its mark as a global hub for business process outsourcing (BPO), IT, and knowledge services. While many industries have faced volatility in recent years, Sri Lanka’s IT-BPM and BPO sector has demonstrated remarkable resilience and growth. Supported by a highly skilled workforce, reliable infrastructure, and government-backed initiatives, the country is….
Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that is changing – rapidly. Government and industry are making a concerted effort to make the….
In this exclusive interview with Spotless Group, Mattie Minas, General Manager, Customer Contact Centres, reveals COVID learnings at one of the largest providers of integrated facilities services in Australia. How did the Spotless contact centre change through Covid? The biggest change for our Contact Centre was a transition from a 100% office-based environment to a….
Note: Victor Dominello has left the NSW Government and now runs an independent management consultancy. Please consult LinkedIn for further information. He says he’s “proud to be a geek”, but that’s an understatement: in two short years as Minister for Customer Service, Victor Dominello has systematically transformed the way the citizens of NSW interact with….
Part psychology, part technology, gamification is about more than providing staff with incentives. The aim of a gamification program is to influence behaviour so that the tasks required to achieve the organisation’s goals and objectives get done, and get done correctly. It essentially means codifying and systematising the rewards process which runs informally in most….
Imagine if 80% of all your customer contacts could be handled automatically by machines. Human agents would then be able to give all their attention to the remaining 20% that either have complex issues or create genuine value for the business and customer. The limitations to automating the routine queries and transactions that take up….
People have always loved finding out things for themselves. It’s just that, prior to the digital and mobile age, getting access to information was more difficult. Now that technology has solved that challenge, contact centres are capitalising on this behavioural trait by providing customers – and their own customer service agents – with the tools….
For most businesses, the question is no longer whether to move their contact centre and telephony to the cloud – as the answer is almost always yes. The focus is rather on what specific technologies they need in order to deliver the right customer and agent experience. It then comes down to finding the right….
What are Australia’s contact centre and customer experience leaders predicting as the top trends for 2023? We spoke to executives from organisations including NRMA, Booktopia, Avant, Aon, Intuit QuickBooks, Department of Transport (WA) and Prospa. Here’s what they said. The Human Connection According to Lesley Hunter, Director of Client Services at Aon, the need for….
1 in 3 marriages end in divorce, but the rate of relationship breakdown between clients and vendors in the BPO (business process outsourcing) world is certainly higher. There are many reasons for this: for example, when new executives arrive at companies, they bring with them change, which may include preferred vendors they’ve worked with before,….
