Whole-centre management
Setup, staffing, daily supervision and service reporting brought together.
DELIVERY MODELS
Choose where your contact centre team works
The work might suit an Australian office-based team, remote staff or a mix of your people and ours. We’ll help compare the options against your customer needs and service hours, including the training and management each requires.
THE RESPONSIBILITY YOU CHOOSE
Decide what you want us to manage
You can keep the team you have and add support where it’s needed. If you want to outsource the complete operation, we can discuss the setup and ongoing management together.
A managed function
An outbound team, inbound desk or overflow service alongside your operation.
Support for your people
Recruitment, training, integration and improvement for an existing team.
AUSTRALIA / NEW ZEALAND
Plan coverage around your customers
Service hours need to follow your customers’ time zones, including daylight-saving changes. We also look at language, local service expectations and the information staff will need access to.
For New Zealand customers, plan local calling hours, language and service expectations alongside Australian coverage. If you need locally based staff, we establish workforce availability and arrangements before proposing delivery.
CUSTOMER MARKETAustralia
Local service context
Agreed service hours
CUSTOMER MARKETNew Zealand
NZ customer expectations
NZ-local coverage requirements
ONE AGREED SERVICE DESIGN
Customer location and staff location can differ
Workforce locationOperating responsibilityHours, systems and controls
COMPARE THE ARRANGEMENTS
Compare the staffing options
Customer context and close collaboration.
Plan for skills + coverageLocation flexibility with managed access and support.
Plan for tools + supervisionAssess repeatable work, location and data controls.
Plan for transition + qualityRetain specialists and add external capacity.
Plan for handovers + ownershipAustralian onshore+
What the service involves
An Australian-based team working from a contact centre or office. We can establish the physical operation, organise the technology, recruit and train staff, and manage the day-to-day work. You can also retain management within your business.
What needs to be agreed
The location, workspace, equipment and connectivity, along with the skills and customer knowledge staff need. We agree who provides the premises and which setup and management responsibilities we will handle.
Useful when
Local customer knowledge, complex conversations or close collaboration with your retained team are important.
Costs to allow for
Include supervision, training and technology as well as agent hours. Confirm how much coverage the quoted staffing provides.
Remote contact centre operations+
What the service involves
Staff working remotely, using the calling platform and customer systems with supervision and support during their shifts.
What needs to be agreed
Equipment and reliable connectivity matter, as do secure access and useful service guidance. Agree how managers will supervise quality, organise rosters and cover an outage.
Useful when
You want to recruit beyond one office location or provide coverage through a distributed team.
Costs to allow for
Remote staff still need equipment, secure access and day-to-day supervision. Include continuity arrangements rather than assuming the home workspace covers everything.
Offshore delivery+
What the service involves
Offshore staffing through a suitable partner, where it suits the customer work and your business requirements.
What needs to be agreed
We need to confirm a suitable partner, staffing capacity and the arrangements for moving the work. Overseas data access must also be agreed. Offshore delivery remains a developing partner option.
Useful when
The work is repeatable and can be supported by reliable service information. We would need to confirm a suitable location and partner before proposing delivery.
Costs to allow for
Compare staffing rates with the cost of the handover, management and quality checks. Currency changes and overseas data arrangements can affect the total.
Blended or co-sourced+
What the service involves
Your staff and an outsourced team sharing the work. For example, you might keep specialist enquiries in-house and use an external team for initial contact or overflow.
What needs to be agreed
Which tasks each team handles, how customer information moves between them and who deals with problems that cross the boundary.
Useful when
You want to retain specialist decisions while adding external customer-contact capacity, overflow or supporting processes.
Costs to allow for
Allow for the work your own staff keep doing, including referrals and approvals. Shared reporting helps you see the service as a whole.
REMOTE DOES NOT MEAN UNMANAGED
Remote teams still need active management
Remote agents need the same access to guidance and help as staff in an office. Managers must be able to review work, coach people and deal with difficult enquiries. Those responsibilities form part of the staffing arrangement.
Explore managed teamsTHE COMMERCIAL COMPARISONCompare the full
Compare the full
cost of each option
Workforce
Skills, coverage, employment and recruitment.
Management
Leadership, planning, training and quality.
Technology
Platforms, access, integration and support.
Transition
Knowledge transfer, testing and stabilisation.
Your team’s time
The time your staff spend on referrals, approvals and oversight.
YOUR NEXT STEP
Discuss the team and coverage you need.
Tell us where your customers are and the hours they need support. We’ll talk through the work you want handled and the staffing options worth considering.
Discuss your managed serviceNew
Try a live AI call See how AI could support your coverage
Request a call to try enquiry handling, including the kind of request that might arrive outside staffed hours.