Roundtable Discussion on the Shape of the Australia & New Zealand Contact Centre Industry in 2021

Liz Gardiner - Wellways

Janine Gibb - LIC NZ


Available to watch on demand.

The Shape of the Australia & New Zealand Contact Centre Industry in 2021

Watch our webinar for a roundtable discussion on the shape of the Australia and New Zealand Contact Centre Industry in 2021, featuring:

  • Liz Gardiner Acting National Manager Carer Gateway Contact Centre, Wellways Australia
  • Janine Gibb National Customer Experience Centre Manager, LIC New Zealand
  • Steve Morrell Managing Director, ContactBabel
  • James Owens Managing Director & VP, Enghouse Interactive APAC

There is a discussion around key insights from the 2021 ContactBabel Australia and New Zealand Contact Centre Industry report, including:

  • Contact centre salaries for new and experienced agents, team leaders / supervisors and contact centre management
  • Agent attrition and absence rates
  • Industry growth rates
  • Operational Benchmarking: speed to answer, call duration, first-contact resolution rate and call abandonment rate
  • Channel adoption and relative performance
  • Current and planned use of specific technologies
  • Side-by-side comparisons for Australia and New Zealand against the UK and US contact centre industries

Download a copy of the 2021 ContactBabel Australia and New Zealand Contact Centre Industry report for further insights. 

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The 2021 Australia and New Zealand Contact Centre Industry Report

ContactBabel's first major research study of the performance, technology and HR aspects of Australian and New Zealand contact centre operations.

Carried out in association with Enghouse Interactive and other supporting sponsors, an online questionnaire was answered by 103 contact centre managers and directors in Q2 2021. Analysis of the results was carried out in August 2021.

At a top-line level, readers may be interested to see how Australia and New Zealand contact centres compare with the US and UK, so these figures have also been included where appropriate.

Download this report to learn more about the shape of the Australian and New Zealand contact centre industry in 2021.

Get Your Free Copy Here!

About Enghouse Interactive

Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services and video solutions, serving thousands of customers for over 35 years. EI solutions enable customers to deliver winning customer experiences by transforming the contact centre from a cost centre into a powerful growth engine.

Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to our reputation for consistently honouring our commitments to our customers, staff, partners and investors. Choice is reflected in the unparalleled breadth of our Customer Experience (CX) portfolio, which enables customers to choose from a wide array of solutions, whether deployed on premises, in the cloud or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.

Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that our customers can be reached efficiently and effectively by YOUR customers – anytime, anywhere, and via any channel.

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