Contact Centre Report 2018

Contact Centre Benchmark Report 2018

Contact Centre Benchmark Report 2018

Fifth Quadrant’s 2018 Benchmark Report explores current strategic, operational, people and business process issues in the contact centre industry.


Key Insights

Fifth Quadrant has released the 2018 Australian Contact Centre Benchmark Report highlighting current strategic, operational, people and business process issues in the contact centre industry.


A total of 143 Contact Centre Managers and Executives throughout Australia were surveyed from a wide range of industries including: Government, Health, Education, Financial Services, Utilities, Telcos and Consumer Products.


The report reveals almost three-quarters of the industry (73%) is striving to improve customer experience, with nearly a third of respondents (31%) claiming they lacked sufficient resources to meet business needs and almost half (45%) struggling to improve efficiency.


Outsourcing Call Centre Services

  • Almost a quarter of organisations are outsourcing some contact centre functionality to third-party providers
  • Over three-quarters (78%) of organisations that outsource use on-shore providers
  • Less than a quarter (18%) of organisations that outsource use offshore providers with the most common countries being  Philippines and India
  • Outsourcing is expected to grow in 2018 primarily on-shore


Telephone support is still king

  • The proportion of contacts handled via phone channels has decreased at a slower rate than expected (3% decrease since 2014), showing an ongoing preference for voice interaction by Australian consumers
  • 71% of all customer interactions are handled via the telephone



If you’re short on time or don’t want to purchase the whole report the team at Fifth Quadrant have put together an infographic with some of the key findings:


Contact Centre Report 2018

Looking for more industry data?

Download the B2B Sales Report 2017 highlighting the challenges facing Australian sales teams and the industry trends and outlook.





General Manager NSW Industrial

Grays Online

Josh Sanders tells us how, through outsourcing their outbound lead generation to FMG, GraysOnline ensured their sales people were doing the right things more often – sitting down with qualified prospects and selling.



Michelle O’Brien

Regional Manager

Jayex Healthcare

We asked Michelle O’Brien about Jayex’s experience with outsourcing their lead generation to Forrest Marketing Group. Here, she tells us that outsourcing lead generation for a complex technical solution IS possible. And that it delivers great results.



Greg Puttick

General Manager

EL Blue

Greg Puttick explains why EL Blue, with a very specific target market of CEOs of medium-sized organisations, decided to outsource their outbound lead generation and what the results have been.

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