New era, new opportunities for Aussie call centres, post-COVID-19
Amid the disruption, job losses, new ways of working in isolation, and other challenges, there is a beacon of hope post-COVID-19. (The attached headline news articles, below, caught our eye).
It has opened up a host of opportunities for the local contact centre industry. Business has had to recognise the importance of Australian, onshore, call centres to deliver customer service in isolation. For Australians who have lost jobs or are seeking new roles, there are openings for people of all ages and all skill levels.
“The closure of off-shore contact centres has been a wakeup call for Australian businesses and government,” says Luke Jamieson, a former award-winning contact centre manager and now adviser on workforce engagement and measurement for the industry. “Now, more than ever before, Australians want to talk to locals in local call centres. It is encouraging to know that people who have lost their jobs in other industries due to the coronavirus, may now find a new role in our industry.” “I believe that call centre workers are essential, frontline workers and we need to acknowledge that.”
Paul Smith, of Citrus Group, agrees: “Now is the time for us, as contact centre leaders, to open the doors to people who previously have not considered a role in this industry. Evidence is there, that a lot of big business and government entities are bringing roles back onshore post COVID-19. (Reference articles: *Telstra & Services Australia Herald Sun (9 April 2020, see below) **Optus AFR (17 April 2020, see below)