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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  Witness Systems to Acquire Blue Pumpkin Software 21st December 2004   Survey highlights bad service cost Johnson Controls outsources to IBM Malaysia postal service sets up call centre Fact of the Week: Staff Turnover 17th December 2004   Salmat buys SalesForce in $64 million deal Telstra directory assistance strategy slammed Aussie companies looking offshore 14th December 2004   Telstra in $185m Centrelink call centre deal Asian outsourcers gearing for growth South Africa beats India as preferred call centre location Chinese suicide call centre offers busy tone 9th December 2004   Asian Hot Markets call centres spend big on technology Salmat chosen as census call centre ATO accused of skimping on call centre staff BT to create VoIP call centre network 7th December 2004   Failed call centre under investigation VoIP and broadband spur teleworking ACT Govt looks to privatise health call centre 2nd December 2004   Call centres safe as NAB looks to outsource Indian boom causes bedroom bust Outsourcing hits Ghana 30th November 2004   NZ needs national civil defence call centre - report Fact of the Week: Technology Spend US firms seek sophisticated Canadians Foreign banks threaten to pull BPO out of Philippines 25th November 2004   Air France to open Aussie call centre Offshoring faces automated call centre threat Indian outsourcer eyes Philippine call centre 23rd November 2004   Optus confirms offshoring plans Police call centre staff facilitate difficult rescue Philippines needs IT investment to remain competitive Fact of the Week: Organisations Using Outsourcing 18th November 2004   SA considers outsourcing options Central Europe becoming BPO power GE to sell 60% of Indian call centre 11th November 2004   Optus investigates offshoring Fact of the Week:Inbound KPI Measurements UK call centre slips the F-word Acoustic shock more common that previously thought 9th November 2004   Bush re-election good news for India Bank of NZ pleads outsourcing case South African call centre industry building 4th November 2004   New CRM for St. George Fact of the week: Overflow Management Indian outsourcing leads to Welsh call centre expansion Bulgarian outsourcer wins major Euro contract 3rd November 2004   Don’t get “MINKED” New speech rec industry group Pakistan wants call centre share Almost half of Aussie companies look offshore 28th October 2004   Lara wins customer service award for Vodafone Australia Pakistan looks to new QoS strategy India call centres accused of call blasting New legislation affects telemarketers in NSW 26th October 2004   Telstra boss an offshoring fan Fact of the Week: Breakdown of Budget Categories PLDT to offer hosted call centre service Sperm bank looks to call centre 22nd October 2004   Customer service cost cutting not always the answer Westpac eyes CRM expansion Unhappy call centre staff costing UK companies Ł1billion 19th October 2004   St George eyes offshoring; report Customers shun new technology when dealing with Govt Swiss-based English call centre opens in Philippines 14th October 2004   Govt call centres under the customer service spotlight Nokia opens Indian call centre with Malaysian help France orders offshore call centres to own up Fact of the Week: Training 12th October 2004   Australian shift in outsource focus says callcentres.net report Labor's plan to cost call centre jobs Call centre managers sweat for native workers 7th October 2004   South Korea Call Centre Industry in state of Flux Indian outsourcer imports Brits Airline group AOG opens Bangkok global call centre 5th October 2004   Australia's mature call centre market set for expansion 63% of Singapore firms consider outsourcing over next 5 years Indian fire knocks out US customer service 30th September 2004   Comindico enters administration New phone for lip readers UK call centre greets callers with the f-word 28th September 2004   Police call lines migrate to the country Indian outsourcer expands in Belfast DHL Malaysia gears for increased traffic 23rd September 2004   KellyConnect Recruitment Index Quarter 3, 2004 Philippine outsourcer to install automated recruiters GE looks to sell India call centre business Telstra warned after Chermside surge 21st September 2004   India tipped to lose BPO share UK health call centres cause concerns South African telecoms changes to spur call centres 16th September 2004   ‘New’ Malaysia sitting Pretty Orange to shift call centre to India Taiwan company teams up for Calcutta call centre Damovo & Concerto win 850 seat contact centre contract with UCMS 14th September 2004   And the real Damovo buyer is - Telstra Callers hate hanging on hold Call centres drive office space demand 9th September 2004   Optus buys Damovo Drastic decline in US call centres predicted ATO call centre washed out 7th September 2004   Aussie VoIP set to boom Malaysia has potential to be Asia’s top call centre destination Call centre workers at risk of voice failure 2nd September 2004   Call Centre Agents puzzled by Olympic calls Call Centre helps ING Direct build virtual banking presence with no branches France plans new anti-outsourcing incentives 30th August 2004   Australia lags in BPO comprehension US students turn to the Homework Hotline Troubled Triabunna call centre finds tenant 26th August 2004   ABS invites tenders for census call centre Callers not happy with voice recognition Malaysian taxi call centres become crime fighters 24th August 2004   Marketers urged to make channel integration a priority Callers not happy with voice recognition Malaysian taxi call centres become crime fighters 19th August 2004   Offshoring offers returns to source countries South African call centre jobs benefit disadvantaged Telstra looks to buy Damovo 17th August 2004   Asia Pacific Outsourcing Business Summit 2004 Suncorp slams offshoring UK call centre growth slows as jobs move overseas Jokes make call centre work a gas 13th August 2004   CBA agents in industrial action Welsh call centre gets operatic touch US call centre can’t find workers 10th August 2004   Union asks Qantas for more anti-offshoring guarantees Telstra opens new look Wollongong call centre India call centre operators struggle with Welsh 5th August 2004   Citibank's Brisbane closure faces Government backlash Kansas reclaims Indian call centre India’s 24/7 to set up call centre in Canada 3rd August 2004   Australia to benefit from offshoring UK customers record call centre transactions Telemarketers needs to overcome the 'knee jerk' 29th July 2004   Malaysia aims to offer Asian Silicon Valley Australian call centres able to compete with India Smartnumbers auctions begin 27th July 2004   TMNet outsources Streamyx's call centre to VADS Japanese firm sets up call centre in China New medical call centre promised 22nd July 2004   Legal call centre services for regional Australia Oracle sets up regional Oracle University call centre in Philippines Criminals send suspicious powder to UK call centre 20th July 2004   BRW hails Australian call centre industry Singapore call centre shows way for blind agents Australian universities tops in customer service Telstra to open new Melbourne call centre 16th July 2004   ACA finds fault in Telstra call centre Healthline tipped to swallow Plunket Senegal to become the India of French call centres 13th July 2004   Air France chooses Sydney for Asian call centre NZ software offers voice profiling for call centres Amex to establish BPO hub in the Philippines 8th July 2004   ALP pushes for Do Not Call list Lonely women chat up emergency call centre Banking call centre closes for party Australian call centres staying put 6th July 2004   Kennards turns to VoIP Malaysia and India profit from HSBC shift New technology expands speech rec uses 1st July 2004   Qantas call centres to stay in Australia US outsourcing criticism, free advertising Big predictions for Philippine call centres 29th June 2004   EDS to shift jobs to Malaysia Speech coaching thrives in Indian call centres Taiwan opens call centre for abused men 24th June 2004   Telephone scammers cost NZ investors $20m Innovation the key to Salmat growth Canadian call centres fear US legislation 23rd June 2004   Ambo call centres fielding 'frivolous' calls Cape Town eyes call centre share Students dial M for money 17th June 2004   Telstra speech rec expansion not agent replacement Small town insourcing the answer to US offsourcing Indian agents answer outsourcing backlash 15th June 2004   Tas gov’t bails out Triabunna call centre Accor reservations adopts Witness solution ACA Research highlights Malaysian outsourcing opportunities 10th June 2004   ATA boss warns against Aussie do-not-call register Optus using Indian call centres NZ Westpac call centre staff strike 8th June 2004   Nationwide retention forum offers agent retention insights Qantas rules out call centre offshoring 4th June 2004   Telemarketing rules at ADMA debate Sitel to open one of The Philippines' largest call centres New research delivers another blow to offshoring 1st June 2004   Australian airline to offers SMS ticketing Top program for TUANZ Contact Centre Conference Pakistani firm buys US call centre 27th May 2004   Salmat founders recognised as business winners Tennessee enacts first US anti-outsourcing law South Africa has much to offer as offshore destination 25th May 2004   Citrix launches new Australian call centre Philippines to market outsourcing in the US 100,000 US telco workers to strike over outsourcing 20th May 2004   Civilians to staff WA police call centre Inaugural Avaya user conference announced Centrelink call centres Malaysia’s VADS enters call centre market 18th May 2004   Time to debate telemarketing UK customers shun offsourced call centres Philippine anti-piracy drive targets call centre industry 13th May 2004   NZ police warn of call centre understaffing UK gov’t predicts major call centre growth Philippine call centre seats tipped to double to 80,000 11th May 2004   Vic to open real estate call centre Customers slam offsourced banking call centres US outsourcer buys Singapore companies 6th May 2004   Outsourcing boosts Australian profits Ninety percent of Britons have bad call centre experiences Call centre agents mimic callers 4th May 2004   Telstra in talks to buy Damovo Chinese government closes US visa call centre European call-centre job growth to continue until 2008 29th April 2004   Call centres spending up on technology UK call centre workers in line for giant windfall US outsourcer to bring call centre home – at a cost 27th April 2004   Offshore cold caller target Aussies New Washington state Bill could harm offsourcing Slovakia claims its share of offsourcing 23rd April 2004   Enforced do-not-call list not to be taken lightly ATO builds central help desk Taiwanese parents get kidnap hotline 20th April 2004   HSBC looks to Manila for regional call centre TelstraClear to open “showcase” NZ call centre US do-not-call list spurs call centre tech upgrades 15th April 2004   Indian outsourcer comes onshore Call centre quality affects loyalty: study UK call centre industry able to weather offshoring 13th April 2004   2004 Call Centre Industry Benchmark Survey Outsourcing almost mandatory, but look before you leap Triple 0 call line to include SES IBM buys Indian call centre outsourcer 8th April 2004   Fear over offshore call centre fraud Malaysian ISP to offer managed call centre solution Call centre culture has much to offer corporates 6th April 2004   CCMA endorses national contact centre awards Global telecom to offshore 5% of jobs by 2008 AT&T introduces consumer VoIP Victoria launches call centre industry guidelines 1st April 2004   Union calls for offshoring freeze Credit company cancels Indian contract Medical call centre to attract new doctors 30th March 2004   ACA proposes tighter reigns on direct marketing info Telecom NZ under fire for disinformation as call centre deluged US warned against double standards in offshoring legislation 23rd March 2004   Microsoft CRM hits Australia British MP defends offshoring Europe eyes Philippine call centres 18th March 2004   Witness Systems supports 2004 Asia Pacific Call Centre Industry Benchmark Report Indian PM defends offsourcing US governor wants funds to bring jobs from India to US 16th March 2004   New laws curb electronic marketing Coke opens new Sydney Call Centre US outsourcer chooses Philippines over India 11th March 2004   Sydney to Egypt offsource sparks global union threat UK govt. backs blitz on call centre absenteeism Italy gets outsourcing agreement 9th March 2004   US business fights for offshoring Malaysian provident fund sets up call centre Telstra streamlines speech rec. 5th March 2004   New player takes on established carriers Telstra opens new Perth call centre US call centres go inside, not offshore 2nd March 2004   ACA looks at 000 changes Aboriginal call centre opens in Townsville Philippines profits from caring culture 26th February 2004   Govt. turns to call centre in immigration fight China offered user-pays visa call centre US laws threaten Canadian call centres 24th February 2004   Australian call centre industry leads business confidence: report MTA roadside assist promises mechanics not agents Philippines gets training boost 19th February 2004   Telstra warns of further offshoring Voice rec system recognises angry callers Laptops put NZ call centre on the road 17th February 2004   Collie call centre set to grow Singapore's UOP embarks on call centre upgrade Indian call centre staff bribed to spy 13th February 2004   Power surge sicken call centre workers Research highlights CRM returns Call centres cause ripple effect of benefits 10th February 2004   Optus opens 250-seat Melbourne call centre NZ bank call centre strikes over pay South Africa to rival India for outsourcing 5th February 2004   Storms wash out Kid's Helpline call centre Indian PM slams US outsourcing ban Pakistan looks to become more call centre friendly 3rd February 2004   Aussie banks look to joint BPO outsourcing: report Malaysia eyes pan-Asian role US state looks to add non-profit groups to no-call list 29th January 2004   NZ tax office introduces speech rec. UK company brings call centre back from India Research downplays offsourcing threat 27th January 2004   AAPT embarks on VoIP upgrade Cebu call centres set to double UK report highlights offsource trade off 22nd January 2004   Concerto Software named top contact centre company - again Regional council to fight Telstra call centre closures UK union on Indian recruiting drive 20th January 2004   AEC looks to Centrelink for election call centres Calls for government cooperation in offshoring solution British reports raise concerns for Damovo future 15th January 2004   Analyst plays down offsourcing impact Indian call centre operator sets up in the Philippines Telstra launches new outbound service 13th January 2004 Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004    [top]