Call Center Companies Australia

Call Center Software Solution in Australia

Experience the top-notch call center software solution in Australia through KrispCall. Harness the power of cutting-edge communication technology to expertly handle every call, elevating your customer service to new heights.

Make/receive calls to/from Australia with virtual numbers conveniently
Advanced call management features to manage a high volume of calls
Suited for both on-premise and remote working environments
24/7 human support is available.
Call Center Software Solution in Australia

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How to Set up a Call Center Company in Australia?

KrispCall simplifies the establishment of your call center company, eliminating the need for a prolonged setup process. Get your call center up and running easily by following these simple steps:

  1. Sign up with a KrispCall Account
  2. Acquire a virtual phone number and submit the necessary documents.
  3. Include and welcome agents to your setup.
  4. Allocate the virtual numbers to your agents.
  5. Start making and receiving calls.
How to Set up Call Center Software for Small Business
Call Center Industry in Australia – An Overview

Call Center Industry in Australia – An Overview

The call center industry in Australia is a large and growing sector, employing over 80,000 people and generating over $2 billion in revenue. The industry is expected to grow in the coming year with a compound annual growth rate (CAGR) of 3.5% from 2022 to 2027.

Australia’s contact center sector employs around 300,000 people, with a rising shift to onshore outsourcing due to COVID-19’s impact on offshore operations. Telstra moved customer calls back to Australia in 2022; smaller businesses opt for offshoring due to financial limits. About 100,000 call center roles are outsourced overseas, notably in telecom and energy. Few Aussie outsourcers manage 1000+ seats, targeting larger entities and government and offering accreditations.

The call center industry in Australia is divided into two main segments: inbound and outbound. Most call centers in Australia are inbound call centers that handle a variety of customer inquiries, including sales, support, and billing.

The call center industry in Australia is a competitive sector, with several large and well-established companies competing for market share. These companies offer services, including inbound and outbound call centers, customer relationship management (CRM), and IT support.

Benefits of Hiring a Call Center Company in Australia

Look at the benefits of hiring a call center company in Australia.

Skilled Workforce: Agents in Australia have a superior level of customer service as they are exposed to advanced technology and have experience using them.
Language Compatibility: English is spoken all over Australia, which helps to reduce the language barrier and ensures proper communication with customers, providing exceptional customer service.
Scalability: Call center company ensures seamless operations even if there upscaling/downling of your business operations. This offers a seamless transition if you expand your business.
Advanced Infrastructure: Advanced call center technologies are available in Australia, which can ensure swift, efficient, and cost-effective call center operations.
Benefits of Hiring a Call Center Company in Australia

Top 15 Call Center Companies in Australia Best for Business Process Outsourcing

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MatchBoard

Matchboard is an online business matching platform that helps to find and compare call center software solutions. Using Matchboard, you can find suppliers that are right for your needs. There are over 100,000 suppliers in Australia and New Zealand, including call centers, digital marketing, sales training, BPO, recruitment, and more.

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Forrest Marketing Group

Forrest Marketing Group is one of Australia's most popular sales and call center companies. The company was founded by Richard Forrest in 2006. Lead generation, inbound customer service, telemarketing, telesales, customer engagement, and business process outsourcing are all services offered by the company.

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Illicium

Illicium is a leading B2B lead generation, sales outsourcing, and call center software company in Australia. It focuses on lead generation, prospect qualification, and deal closing, and helps in handling inbound and outbound calls. Using Illicium, you can schedule appointments, write proposals, and nurture leads.

logo Turnkey Receptionist

Turn Key Receptionist

Turn Key Receptionist is a virtual receptionist company with over 50 employees. It has more than 800 trusted clients and provides 24/7 customer service. It provides services such as Inbound Receptionist, Outbound App Setting, and Virtual Assistant. Its core services include answering phones, taking messages, scheduling meetings, and providing customer service.

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Hammerjack

A group of Australians founded Hammerjack in 2015. Business process outsourcing, virtual assistants, bookkeeping, IT support, call center services, etc. are the services offered by the company to businesses of all sizes worldwide. In 2022, the company claimed to have a revenue of 4.8 billion.

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TSA Group

TSA Group is an Australian company that provides contact center outsourcing services. Some of its services include customer service, call center management, and marketing. The company also offers marketing, sales, customer service, and back-office support. With more than 3,000 employees, it offers end-to-end customer experience solutions. TSA serves large clients in the Philippines and Australia.

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Managed Solutions

Managing Solutions is a call center company that provides IT services to businesses to enhance their IT infrastructure and security. It was established in 1995, it has a revenue of $4 million. It provides infrastructure and offers services like managed print services, security, cloud computing, and disaster recovery.

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Unity4

Unity4 offers contact center software, hardware, consulting, training, and outsourcing. It has been serving customers since 2005 and has over 1000 employees. The company is a certified Google Cloud partner covering Australia, New Zealand, and the USA. They also offer training, project management, and quality assurance services.

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Remote CoWorker

Remote CoWorker is an Australian virtual assistant and remote staffing company. It provides recruitment services, virtual assistant matching, remote staffing, training, and onboarding and also has a Certified HIPAA Certified BPO Call Center. The company offers an affordable service that fits your budget with quality service. Their proprietary matching algorithm finds the best candidates.

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Lead Express

Lead Express offers inbound and outbound lead generation services in Australia. It offers digital, social media, email, and phone campaigns that are beneficial to businesses of all sizes. The company offers appointment setting, telemarketing, data list services, digital lead services, marketing automation, inside sales, and more.

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Telemarketing Professionals

Telemarketing Professionals is a marketing firm specializing in lead generation and appointment setting for B2B companies. The company offers services such as Lead generation, Appointment setting, Telemarketing, Call Center Services, Email marketing, research calls, database cleansing, and social media marketing.

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Influx

Influx is a call center customer support company that provides 24/7 support to businesses of all sizes. The company's core services include customer support, ticketing system, live chat, emails, phone calls, and other center support operations. It also provides various services with add-ons and project management by professionals.

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Outsource Genius

Outsource Genius connects Australian businesses with skilled virtual assistants. Virtual assistants can help with administrative tasks, customer service, and social media management. With this platform, businesses can boost productivity, provide a seamless experience, and engage with audiences. Startups, technical BPO services, marketing, and non-technical BPO services can use this platform.

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Acquire BPO

Acquire BPO offers customer service, technical support, contact center, and marketing services to businesses of all sizes. It also provides IT, customer service, marketing, back office support, accounting, and HR-related services. There are over 10,000 employees in Australia, the Philippines, and the US. It is an ISO-certified and ASQ-certified company.

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Salesdeck

Salesdeck is another sales development company that helps business organizations generate leads and close deals. It was established in 2021 and has over 50 employees. It specializes in services such as lead generation, appointment setting, sales prospecting, sales training, and sales coaching. It generates leads through outbound sales and marketing.

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Working with a Call Center in Australia: Best Practices

The best practices that you should follow when working with a call center in Australia include:

Clearly define objectives and expectations: You should clearly state your goals, objectives, and expectations to the BPO Call Center Company. Be clear about the type of service you're looking for, ticket turnaround times, and service delivery efficiency.
Monitor performance: Ensure regular monitoring and evaluation of the call center's performance. By doing so, you can ensure that the company is delivering what you expect.
Establish Key Performance Indicators(KPIs): Prepare specific KPIs like the Feed Conversion Ratio (FCR), Customer Satisfaction Score (CSAT), and Average Waiting Time (AWT) based on your business needs and check their alignment with your goals.
Be flexible: Being versatile and willing to adapt to changes is important in the BPO call center industry. Regulations, customer expectations, and technological changes are all included in this category.
Communicate regularly: It is crucial to communicate with your BPO call center company on a frequent basis to ensure that you are getting the services you seek. As part of this process, you will be able to gain insight into the performance of your agents, report any problems, and modify your requirements as needed.
Provide your own Feedback and Recognition: Give beneficial feedback to agents and provide reviews on their performance. Encourage agents to strive for excellence and recognize exceptional achievements.
Why Choose KrispCall for Call Center Software in Australia

Why Choose KrispCall for Call Center Software in Australia?

Budget-Friendly Rates: KrispCall offers cost-effective pricing packages tailored to businesses of varying sizes and industries.
Seamless Integration: KrispCall effortlessly integrates with your current call center setup, ensuring uninterrupted business operations.
State-of-the-Art Capabilities: Even with its affordable pricing, KrispCall delivers cutting-edge functionalities that elevate your call center performance.
Continuous Support: With 24/7 availability, KrispCall furnishes constant customer support, addressing technical concerns year-round.
Established Performance: Backed by a track record of outstanding customer service, KrispCall has enriched the experiences of numerous satisfied users.
Instant Reporting and Analytics: KrispCall furnishes instantaneous reporting and analytics functionalities, furnishing businesses with invaluable insights for informed, data-driven decision-making.

Best Call Center Software Providers in Australia

1. KrispCall

KrispCall is an expansive call center software provider serving call centers in over 100 nations and used by thousands of businesses worldwide. This advanced tool furnishes state-of-the-art communication solutions, efficient management, streamlined workflow optimization, and live reporting functionalities. 

KrispCall boasts a wide-range of call management features like number sharing, call forwarding, call transfer, and IVR. It also has a Unified Callbox, which further helps to never miss a conversation with clients and customers.

krispCall

KrispCall offers cost-effective accessibility to businesses of varying sizes seeking to employ VOIP call center software to engage their intended clientele. It ensures an unparalleled customer experience by impeccably guiding the client’s journey.

This platform aids in overseeing, tracking, and streamlining all call-related procedures. With KrispCall, you can access top-notch tools to effectively pursue your objectives.

2. Noojee

Noojee Call Center is a software solution designed to help businesses manage their inbound and outbound call center operations. It offers several features, such as call routing, IVR, call recording, and monitoring.

noojee

Financial services, collections, real estate, retail, and other businesses can use Nojee call center software. Due to its affordability and rich features, it can be a good choice for businesses.

3. Avoxi

Avoxi call center software solution is another top choice in Australia. It offers cloud-based solutions for managing contact centers, setting up virtual phone numbers across 160+ countries, and sending SMS messages. Call forwarding, Real-time call monitoring, call analytics, virtual attendant, and quality checks are among their useful features.

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These advanced features empower businesses to establish a robust global presence. What’s more, Avoxi’s solutions are easily adaptable, making them a good fit for small and large enterprises. With pricing that starts at just $19.99 per month, AVOXI offers budget-friendly solutions suitable for businesses of all sizes.

4. Zendesk

Zendesk is an all-in-one call center software that automatically creates support tickets for calls and voicemails. With Zendesk’s omnichannel support, businesses can excel by meeting customer needs effectively. Our software helps growing teams efficiently solve issues while monitoring and improving phone support activities.

zendesk customer service solution

Zendesk provides a live dashboard for easily overseeing and managing calls and voicemails and tracking customer needs, chats, and social messages all in one place. You can also utilize features like computer telephony integration, which allows making phone calls directly from a web browser.

5. Twilio Flex

Twilio Flex is a flexible VoIP call center software built on the Twilio cloud platform. It’s designed to be easily customized and adapted by anyone who wants to manage their call center. You can take charge using Twilio API, integrate it with your existing software, and utilize SDKs and other tools.

twilio flex

It’s suitable for businesses of all sizes in Australia looking to expand their call center operations and generate leads. It offers support for Whatsapp, Facebook, SMS, Voice, and Messenger, all within a single interface. Customization doesn’t require an in-house IT team, making it accessible to small businesses.

6. MaxContact

MaxContact is a call center software based in Australia that helps businesses improve and upgrade customer service with its rich features. It has advanced features such as IVR-Payments,​ Preview Dialer, Autodial,​ Outbound Dialing, Speech Analytics,​ and IVR Automation Knowledge Management.

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It enables you to manage call center operating costs, monitor call quality, and more. Additionally, it empowers businesses to efficiently handle high call volumes within a short timeframe.

7. LiveAgent

LiveAgent is a virtual call center solution perfect for Australian businesses. Packed with features such as IVR Trees, automatic callback, unlimited call recording, and both inbound and outbound call capabilities, it’s an ideal fit for small to medium-sized businesses primarily dependent on phone systems.

liveagent all in one customer care solution

With a range of functionalities, including IVR Trees, call routing, and unlimited call recordings, LiveAgent delivers dependable services to over 40,000 customers globally.

8. Webex

Webex Contact Center caters to Australian businesses by offering a cloud-based call center software solution that combines messaging, calling, and meetings within a unified application. Boosting productivity and efficiency, this platform is designed to automate operations and streamline processes.

The Webex plan is adaptable to your needs and includes access to migration tools, facilitating a seamless shift to cloud-based operations.

webex dashbord

This software seamlessly integrates with various Cisco Products, encompassing calling, networking, collaboration, and project management tools. To enhance client interaction, Cisco Webex Meeting solutions allow you to conveniently conduct online conversations, chat, and video conferences.

9. Zoho Desk

Zoho Desk is a cloud-based customer support software that helps businesses manage customer interactions and track inquiries. Small and enterprise businesses of all sizes are included in its user base. Its advanced features streamline customer support and improve overall customer experience.

zoho dashboard

To increase the productivity of call center operations, it provides numerous management, analytics, and communication features, such as Reports and dashboards, Ticket Management, Instant Messaging, and Customer Support Tools.

10. DialerHQ

DialerHQ call center software helps businesses manage their inbound and outbound calls, track their agents’ performance, and automate workflow. Its features include automated calling, a smart dashboard, lead generation, and appointment setting. Businesses can automate their outbound calls and improve customer service and sales with this solution.

dialerhq

DialerHQ is easily scalable as a cloud-based platform that helps businesses achieve their goals. Its main services include customer service, sales enablement, automated calling, lead generation, and appointment setting. Over 1000 companies trust it, and it is IACC-certified.

Frequently Asked Questions

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Depending on the size of the call center, the cost to set up a call center in Australia can cost up to $50 to $80 per user per month. KrispCall offers the least expensive call center software solution that just cost $15 per user per month.

To Start a call center business in Australia involves these steps:

  • Research the market and competition.
  • Choose your call center type (inbound/outbound) and services.
  • Register your business and obtain the necessary licenses.
  • Set up a suitable location with the required equipment.
  • Hire and train staff.
  • Develop processes and systems for operations.
  • Market your services to potential clients.

The benefits of call center outsourcing in Australia are:

  • Access to a skilled workforce.
  • Cost savings in terms of labor and infrastructure.
  • Time zone advantages for global coverage.
  • Focus on core business while experts handle calls.
  • Scalability to handle varying call volumes.
  • Enhanced customer experience and satisfaction.

Running an inbound call center in Australia requires careful planning and adherence to certain requirements, here are some of them:

  • Business Registration
  • Legal and Regulatory Compliance
  • Physical Space
  • Technology and Infrastructure
  • Call Routing and Management
  • Scripting and Training

When choosing a call center company for your business, you should consider the following factors:

  • Experience and Expertise
  • Reputation and Reviews
  • Technology and Infrastructure
  • Staff Training and Quality
  • Scalability
  • Customization and Flexibility
  • Data Security and Compliance
  • Compatibility with Company Culture

Outsourcing outbound call centers to Australia can offer several benefits to businesses. Here are some reasons why you might consider outsourcing your outbound call center to Australia:

  • Skilled Workforce
  • Cultural Compatibility
  • Time Zone Advantage
  • Cost Efficiency
  • Technological Infrastructure
  • Diverse Industries