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The contact centre industry is growing fast (e.g. 47% growth per annum in Asia) and we understand that it’s really difficult to stay informed about the latest developments.  To help, we deliver up-to-date, relevant news and information to the Australian and Asia Pacific region via our website or your email inbox.  So, have a look here and also subscribe to one or both of our tailored newsletters here: contact news Australia & New Zealand and contact news Asia.     To view the newsletters, click on the title. Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004 Victoria calls on hotline to stem leaks NZ police call centres gear up for busy Christmas Chinese travel company to build mega-call centre 22nd December 2005   The Australian Teleservices Association announces the Launch of its Annual Awards Program Demand up for WA regional Lifeline services BPO Barometer Alcatel inks major Chinese deal 20th December 2005   New call centre planned for north Queensland Tools, Tips & Traps: How to use Free Customer Feedback to Reduce Costs, and Improve Customer Retention PacificNet completes Chinese IVR deal HP to offer hosted IP call centres in Malaysia 15th December 2005   Polycom opens Asia Pac call centre in ACT Tools, Tips & Traps: How to use Free Customer Feedback to Reduce Costs, and Improve Customer Retention Lifeline urges callers to be patient with outdated phone system India to open all blind call centre 13th December 2005   The 15th Annual ATA National Leadership Congress 2006 Telemarketing complaints on the rise HSBC opens major Sri Lankan call centre JP Morgan invests big offshore 8th December 2005   ADMA sets new Telemarketing Guidelines Aspect plans steady assault Queensland gamblers flood call centre Egypt plans to take on India 6th December 2005   To wallboard or not to wallboard - what is the question? Tasmanian agents laid off Anti-offshoring legislation spreads in US Americans most impatient callers, Asians wait longest 1st December 2005   Conservative Approach to Outsourcing is Inhibiting Potential Business ANZ pledges to keep "customer facing" jobs in Australia Philippines may face staff shortage Adelaide minnow takes on Indian giants 29th November 2005   National medical cell centre scheme mooted Contact Centre Professionals Gather to Receive Industry's Highest Accolade HSBC considers switching to Malta VoIP use to soar in Asia 24th November 2005   Australian Gov't plans London call centre VoIP rule recommendations expected South Africa wary of African rivals 22nd November 2005   Outsourcing not Testra's priority More indian data theft arrests New Thai national call centre for members only 18th November 2005   Call centres still hesitant on IP Telstra job cuts spark call centre fears UK company shifts call centre from India to Africa 15th November 2005   Telstra installs integrated IP comms at US corporate office UK unions accuse AA of call centre electronic surveillance FrontRange bought by private investors 10th November 2005   Do Not Call list unlikely this year Acoustic Shock concerns at UK call centre Deal to extends RightNow CRM offer 8th November 2005   UCMS commits to Melbourne Call centre jobs boost in Adelaide Avaya plans renewed Asia Pacific push 3rd November 2005   Australian Do Not Call register a step closer to reality Research says outsourcing costs customer service TeleTech expands in Philippines 2nd November 2005   Telco ombudsman slams phone customer service Abbey to reverse Indian outsourcing SMEs on the rise across Asia Pacific 27th October 2005   Aspect Software's Australian Contact Centre Index Reveals Boost in Industry Confidence for Fourth Quarter EDS wins trans-Tasman call centre deal UK college slammed for training offshorers Dutch prisoners are outbound 25th October 2005   Telstra criticised for rural closures Emerson adds Australasian helpdesk PacificNet makes another Chinese call centre acquisition 20th October 2005   Govt signals national Do Not call register Tools, Tips & Traps: How to deliver levels of efficiency, customer and staff satisfaction that others admire English agents prepare for chilly customers India faces staff quality crisis 18th October 2005   DHL Call Centre delivers the highest service standards Ergon expands Townsville call centre Genesys and IBM expand speech rec. offering Indian outsourcers face multinational rivals 13th October 2005   ATO CRM rollout on track Sydney tunnel apathy hits call centre Japan IBM to offer call centre and online banking services 11th October 2005   Telstra denies job cuts East Germany welcomes call centre boom Fact of the Week: Agents Teleworking BT defends offshoring, slams "bigots" 6th October 2005   NAB links CRM systems DTAC streamlines call centres Philippine property group creates call centre space 4th October 2005   Concerto Software and Aspect Communications create Aspect Software UK company launches call centre for the deaf Indian state bans overnight shifts for women 29th September 2005   NICE takes the call centre to the boardroom Telstra looks at CRM overhaul Indian centre helps Hurricane Rita victims Hong Kong outsourcer moves into China 27th September 2005   Witness gears up to optimise workforces Financial companies eye more offshoring SA urged to step up outsource promotion Indian outsourcer creates 600 new Irish jobs 22nd September 2005   ATA honours national call centre winners Sleepy ambulance agent loses dismissal appeal US to be harder hit by offshoring 20th September 2005   SA utility admits to poor performance Britain slow to embrace new call centre technology Indian call centres take tough measures 15th September 2005   Tower Insurance buys into Sydney direct marketer Indian call centre worker arrested UK call centre jobs boom 13th September 2005   ANZ to keep call centres at home TeleTech donates call centre time and staff for Katrina relief HP may expand KL call centre 8th September 2005   NSW backs national "do not call" register Tools, Tips & Traps: Show Your Customers, Don't Just Tell SA outsourcer sets up blind call centre India acts against call centre data fraud 6th September 2005   Telstra denies spying on staff Fiji to renew call centre efforts Siemens to open Philippine call centre 1st September 2005   NICE to acquire Australian distributor Hannamax Hi-Tech Virgin stands by Brisbane call centre Concerto Software and Aspect Communications announce new merged name 30th August 2005   Tassie cab company picks up call centre merger Prison call centre takes of in Singapore Philippine call centre boom to continue 25th August 2005   Call centre workers face court over hacking Flood brings out best in outsource staff Siebel banks on Asia for CRM growth 23rd August 2005   Call centres matching demographics Isuzu looks to IP for call centre Vietnam embraces call centres services 18th August 2005   Australian police alerted to Indian call centre fraud claims Jerk-O-Meter software grabs attention African rivals eye outsourcing 16th August 2005   SITEL upgrades call centre technology Malaysia’s EON Bank upgrades call centre IP Dell to set up Philippine global call centre 11th August 2005   Big opportunities for multilingual call centres South Africa-India sign call centre agreement City group offers call centre training as social cure 9th August 2005   Mitel switches Christian call centre to VoIP Orica opens Australasian call centre in NZ Customer’s letter sparks alarm at US call centre 4th August 2005   ATA announces NSW, Vic award winners Fiji electricity offers international standard call centre UK call centre dig in over tea break 2nd August 2005   Doctors mad about psych call centre Indian call centres may soon tap western agents Thailand opens social welfare call centre 28th July 2005   Mid-market leads Aussie VoIP growth Dimension Data eyes Nigerian call centres China Southern Airlines expands national call centre 26th July 2005   Cisco reportedly downsizes Australian call centre OmniTouch offers Malaysian call centre scholarships Israel looks to attract offshoring 21st July 2005   SMEs examine outsourcing for HR fix: report Fact of the Week: Recruitment & Retention Sitel slashes Dublin call centre jobs Hong Kong firm to train Chinese Telecom call centres 19th July 2005   CBA to open Homebush call centre ATA Announces winners for Qld, SA and WA UK telco faces strike by 5,000 call centre staff 14th July 2005   Bank of Queensland undertakes smooth VoIP deployment UK bomb call centres inundated Philippine politician seeks to end women’s night work ban 12th July 2005   IBM launches Brisbane BPO centre Concerto and Aspect to form call centre IT giant Indian call centres avoid professional graduates 7th July 2005   Hilton turns to IP for one-stop call centre Tools, Tips & Traps: How to Use Instant Messaging for Support Tele2 switches call centres from India to Ireland Cable fault damages Pakistan call centre industry 5th July 2005   Witness Systems works on integrated offering Indian Govt promises call centre crackdown NZ compo line misses 40% of calls 30th June 2005   Concerto research finds call centre confidence based on technology usage THL opens reservations call centre British banks up security after new fraud scare 28th June 2005   Speech Rec wins the self service stakes Fact of the Week: Website Technologies Police investigate reporter's Indian fraud allegations New Zealand Post upgrades telecoms 23rd June 2005   New VOIP service for Aussie consumers UK call centre workers lose their voices Call centres big in car market 21st June 2005   Schneider Electric upgrades call centre to VoIP US outsourcer opens call centre putting up regional hub in Philippines Amazon to open new Indian call centre 16th June 2005   Optus starts lay offs HSBC opens massive Philippine call centre Call centre sex pics cause stir 14th June 2005   St George Bank upgrades data warehousing South African boom tipped Motor vehicle black box to revolutionise emergency call centres 9th June 2005   Telecom NZ wins new Commonwealth Bank deal Tools, Tips & Traps: How to Boost IT Employee Morale Orica merges Australian and NZ call centres Philippine call centre costs getting lower 7th June 2005   IBM expands Ballarat help desk Call centre HR managers wary of flexi-working Telstra clarifies VoIP timing UK KFC call centre advert sparks complaints 2nd June 2005   Telstra delays consumer VoIP Investigation call centres target Macau Western abuse takes toll on Indian agents 31st May 2005   Mobile phone company praises routing technology Fact of the Week: Email and Web Based Transactions UK research company opens Asian VoIP call centre US woman jailed over emergency call centre misuse 26th May 2005   Privacy review recommends 'do not contact' list Tools, Tips & Traps: Turning Downtime into Uptime SA’s SGIC sends call centre jobs interstate Chartered accountants deploy Nortel wireless IP solution 24th May 2005   Privacy review recommends 'do not contact' list SA’s SGIC sends call centre jobs interstate Chartered accountants deploy Nortel wireless IP solution 19th May 2005   SA health call centre stalled Speech giants ScanSoft and Nuance to merge Police injured in Mumbai call centre violence 17th May 2005   TNT Express expands Queensland centre Glasgow lands 1,500 new call centre jobs Malaysian SMIs get their own call centre 12th May 2005   St. George Bank has no plans to send call centres offshore US cell centres cut costs through “homesourcing” Philippine outsource boom moves into the regions 10th May 2005   Ombudsman urges Telcos to stop repeated telemarketing calls Contact 1-2-1 hails success of outbound foray UK recruiters send British graduates offshore 5th May 2005   Sydney prisoners to operate jail call centre Tools, Tips & Traps: Bisa berbahasa Inggeris? Bahasa Indonesia? Tagalog? TelstraClear to open new call centre Bank of Queensland extends outsourcing agreement 3rd May 2005   Australian university studies voice authentication reliability Indian agents hang up on abusive calls Vietnam gets first phone banking service 28th April 2005   Westpac call centre workers to stop work today Tools, Tips & Traps: Position Your Support Centre as a Competitive Differentiator NSW residents warned of fake call centre scam SKILLED Group launches Excelior as new call centre arm 26th April 2005   Jone Lang LaSalle to manage Air NZ call centre Hilton reservations call centre marks 50th anniversary French call centres to get 'seal of social responsibility' 21st April 2005   WA defends Synergy subsidy Gartner talks down Indian outsourcer fraud affects Teledirect confident of major growth in Malaysia 19th April 2005   UK call centre service rates poorly NZ call centre workers lobby Australian parent for weekend benefits SAP launches new BPO support program 14th April 2005   Indian call centre fraud could cost BPO growth Tools, Tips & Traps: Measuring the True Cost of Support Brisbane Water expects savings from new call centre system Kenya’s first international outsourcer stakes its claim 12th April 2005   Telstra to open NT indigenous call centre under new contract Sime of Singapore moves to VoIP Uganda tests call centre waters 7th April 2005   Call centres help Aussie IP growth India’s Godrej Global buys US-based Outsource Offshore Philippines eyes larger share of European BPO 5th April 2005   Datacom Customers demand relevance, trust and control from direct marketers Fact of the Week: Budget Allocation Call centres safe from NAB Indian move Men more comfortable with speech rec. 31st March 2005   Datacom signs $1million AusIndustry contact Fact of the Week: Budget Allocation Frustrated callers get their own back Egypt emerging as multilingual call centre hub 29th March 2005   Witness Systems extends its market leadership Dell opens 1500-seat Indian call centre Indian and Philippines call centre boom to last till 2009 22nd March 2005   Less contact means better service Indian workers tired of “dead end” outsourcing jobs Translation call centre thrives in multicultural US 17th March 2005   NEC launches online call centre Queensland quizzed over emergency call centre Japanese obsession with directory assistance 15th March 2005   Terrorists may target India's offshore call centres Tabcorp call centre staff rally for jobs Cost cutting outsource strategies set to fail 10th March 2005   VeCommerce teams with Damovo in Ireland Hate calls increase for Indian agents Telstra trials residential VoIP 8th March 2005   Childcare call centre eases daycare shortages South Africa voted top offshore destination Nurses drafted to cure call centre shortage 3rd March 2005   KPI re-focus reaps HR benefits HK’s CSL shifts call centre to China India’s HCL acquires another call centre in Northern Ireland 1st March 2005   2005; a year of change, consolidation and challenges Fact of the Week: Seat Size Per Organisation Philippines could overtake India in three years Salmat sees profit growth in call centres 24th February 2005   Pakistan call centre industry gathers pace Thailand sets up call centre association Marketing minds gather for ADMA Forum 22nd February 2005   Cost cutting costs customers BSkyB rejects offshoring economics Indian outsourcing hits the silver screen 17th February 2005   US companies choose telecommuting over offshoring Outsourcer sets sail for Fiji Telstra to reconsider Lifeline funding Witness Systems and Blue Pumpkin Receive "Product of the Year" 15th February 2005   VoIP players form security group Telus and SCS invest in Philippine outsourcer Fact of the Week: Market Growth & Size OmniTouch plans to train Malaysian call centres 10th February 2005   NAB call centres not on offshore agenda New European cars to talk to call centres Fact of the Week: Market Growth & Size Malaysian partnership to call centre industry 8th February 2005   Call centres yet to be sold on IP German laws pressure call centre workers into sex industry South African call centres attracting attention 3rd February 2005   TeleTech and Avaya join for managed call centre solutions NSW police call centre changes beset by problems Scotland launches call centre campaign 1st February 2005   Qld health call centre moves closer Fact of the Week: The Use of IVR Indian outsource faces 90% staff turnover SalesForce signs new partners 27th January 2005   US outsourcer takes accent off India Fact of the Week: The Use of IVR NRMA call centre staff warned over warned over porn NSW Premier defends police call switch 25th January 2005   Convergys to operate Optus in India Consumer Reactions to Offshore Call Centres Mid East call centre market growing in excess of 30% Australia’s Orica consolidates in NZ 20th January 2005   Qantas outsourcing talk spooks unions Racism and abuse on the rise at Indian centres Hoax caller terrorises Chinese call centre 18th January 2005   New UCMS HQ to create 400 new jobs Orange UK to outsource 1500 jobs to India Fiji invests in new call centre Fact of the Week: Call Handling 13th January 2005   Tsunami support offered through counselling hotline NZ outsourcer attracts British deal Shanghai call centre connects cabs 11th January 2005 Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004   [top]