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
Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Virtual Assistant
A virtual assistant is either an AI software assistant that answers people, or a real human providing support remotely, often offshore.Read More »
Upcoming Courses & Events
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July 2026 Inbound Phone Sales Essentials
The July 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
August 2026 Tech Support Foundations
The August 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event > -
CX Roundtable August 2026
The ACXPA August 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format. Each...View event > -
August 2026 CX for Call Centre Team Leaders
Live online CX training for Team Leaders in August 2026. Learn CX architecture, journeys, VOC, CX strategy and metrics, and how to apply them in your...View event > -
August 2026 WFM Essentials
Learn the essentials of Workforce Management for Call Centres in this 3-day August 2026 WFM Essentials training course delivered by the WFM experts at CallDesign....View event >
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