Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
Latest Articles
2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.Read article »
Customer Service Best Practices for Medical & Health Practices
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.Read article »
Latest Glossary Terms
Value Demand
Value demand is customer contact the business exists to serve — people wanting to buy, change, ask or get help, rather than chase a failure.Read More »
Next Issue Avoidance
Next Issue Avoidance is resolving a customer's likely next problem during their current contact, to prevent a repeat contact.Read More »
Upcoming Courses & Events
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CX Roundtable
CX leaders and practitioners talk through what's really working, live and unscripted.View event > -
Reception Foundations
Lift reception and front desk service across face-to-face, phone and email in this 2 × 3-hour live online course with Simon Blair, Tuesday 10 and Wednesday 11 November 2026.View event > -
Open Mic with Justin
Like having Justin Tippett on call every fortnight. Bring any question, off the record.View event >
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