Australia - Call centres
Synopsis
A call centre has been defined as a workplace with five or more seats that will place or receive calls and which usually has some form of computer assistance to deliver service. This report gives a history of the call centre industry, tracking its exponential growth as a new market sector and its development as a recognised business unit within organisations. New technology is having a major impact on the structure of call centres. The structure and operations of the $10.4 billion industry is examined and information is supplied about the major players. The latest research conducted by callcentres.net and Optus is analysed, and comprehensive statistics are supplied. Spending for the Australian call centre market is likely to increase 66% over the next six years. Most info is from 2003. Occasional updates are made the last one in August 2008.
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