ContactCentres.com.au, By Evolved Contact
A contact centre supervisor supporting the team

We set up, staff and run your contact centre.

We can establish and manage your entire contact centre, or take on a function your existing team needs help with.

Our team manages the people, systems and day-to-day service.

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🇦🇺 Australia🇳🇿 New ZealandInternational enquiries
Outbound sales & appointmentsInbound customer supportDedicated teams & BPOAI & connected systems

Organisations we’ve supported.

Simonds
Optus
Cleanaway
DEKRA
DPN
The Salvation Army

Setting up a contact centre or handing one over?

We bring the people, calling platform and daily management together. Establish a new contact centre or have us take over the operation you already run.

From recruiting and training agents to supervising calls and reporting results, we run the operation for you. Your team keeps visibility of activity and results without managing the day-to-day work.

See what we can take care of
YOUR CONTACT CENTRE
Your customers.
Your brand.
  • SetupPhones, systems & launch
  • StaffingRecruitment & training
  • OperationsCalls, service & follow-up
  • ManagementSupervision, quality & reporting
  • TechnologyConnected systems & AI
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WHERE WE CAN HELP

What we can take care of

You don’t need to outsource everything. Choose help with the setup, ongoing management or a particular part of your customer contact.

Not sure where to start? Find the right solution

Setup & Staffing

Contact centre setup and staffing

We configure the calling platform and connect your customer systems while recruiting and training the staff. We then manage the daily operation, with reporting on the work.

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Outsourcing & Management

Outsourced teams and daily management

Our agents can handle outbound campaigns, appointment setting, inbound support and the administration that follows. We supervise the work, review quality and report back to you.

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AI & Contact Centre Technology

AI, telephony and CRM integration

Keep calls and customer records connected. Where AI is useful, it can answer routine questions, qualify an enquiry or take a message when your staff aren’t available.

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Performance & Improvement

Help with an existing contact centre

Find out why calls are being missed, follow-up is slow or agents spend too long on admin. We can help your managers address the problem and put the changes into practice.

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WORK WE’VE DELIVERED

Managed services in practice

Dedicated teams, organised workflows and managed delivery for our clients.

Residential property sales settingHOME BUILDING

Dedicated team · Enquiry management · Sales handover

Large Australian home builder

Establishing a managed enquiry contact centre for a home builder

A large Australian home builder needed a consistent contact and qualification service between its enquiry database and sales consultants. We established a dedicated calling team and managed the enquiry-contact function, combining follow-up calls, SMS and customer-record updates within one operating workflow.

Outcome

The managed service improved contact rates and sales-pipeline conversion, while giving consultants qualified enquiries and the information needed to continue each conversation.

Read about the project

The operating requirement

The contact centre needed to engage prospective buyers, establish their requirements and maintain follow-up until an appropriate next step was agreed. Sales consultants needed a useful handover rather than an enquiry record with little context.

Contact centre setup

We organised a dedicated team around an agreed calling schedule and qualification process. Calls, follow-up attempts, SMS and database updates were coordinated as parts of the same service, with a clear division between enquiry management and the builder’s specialist sales work.

Enquiry contact and qualification

Agents contacted prospective buyers, gathered relevant information and updated the customer record as conversations progressed. Follow-up activity was organised around each enquiry so the next person could understand the contact history and current position.

Sales handover

Qualified enquiries were passed to the builder’s sales consultants with updated lead information. Consultants retained responsibility for property advice and closing sales; our team managed the contact, qualification and follow-up work that supported those discussions.

Ongoing management

We delivered the enquiry-contact function as an ongoing managed service, keeping the team’s activity aligned with the calling schedule and qualification process. The builder maintained its own sales operation while outsourcing the work required to develop enquiries into informed sales conversations.

Education and classroom settingEDUCATION

Team preparation · Course-specific qualification · Appointment handover

Australian vocational education provider

Setting up a managed outbound contact centre for an education provider

An Australian vocational education provider needed an organised outbound operation to engage businesses before a funding opportunity closed. We prepared and trained a calling team, developed course-specific scripts and managed the calling, qualification, appointment generation and reporting as one service.

Outcome

The campaign generated appointments and enrolments during the funding period. Contact rates improved, and the maintained business database remained available for subsequent campaigns.

Read about the project

The operating requirement

The provider needed to reach relevant businesses, establish interest in training and arrange discussions with its sales staff within a defined funding period. Agents needed enough course and industry context to hold a relevant conversation and identify the appropriate next step.

Contact centre setup

We organised the outbound calling function and prepared agents to speak with businesses in aged care and childcare. Course-specific scripting, qualification questions, appointment handling and reporting formed the operating process rather than separate campaign tasks.

Qualification and appointment generation

Agents introduced the training opportunity, checked business interest and availability, and arranged discussions with the provider’s sales staff. Customer responses and contact information were maintained in the campaign database to support follow-up.

Enquiry-to-enrolment handover

The contact centre developed initial business conversations into appointments for the provider’s team. Its specialists continued the course discussions and remained responsible for enrolment decisions and closing, supported by the information captured during qualification.

Campaign management and reporting

The calling service was managed against the campaign period, with reporting on activity and outcomes. The updated database preserved the information gathered during the work, allowing the provider to continue contact beyond the original funding campaign.

Customer service team at workPROPERTY SERVICES

Digital enquiry intake · Customer qualification · CRM-managed follow-up

Specialist property-services business

Building a CRM-connected contact centre for property-service enquiries

A specialist property-services business needed a managed contact operation connecting website enquiries, existing customer records and its sales team. We configured the enquiry and qualification workflow around the CRM, giving agents the context to handle new opportunities, repeat business and customer-service requests within the same operation.

Outcome

The business gained an organised enquiry-contact process with requirements, contact history and follow-up actions recorded in the CRM. Its sales and service teams could continue each enquiry with a clear understanding of what had been discussed and what needed to happen next.

Read about the project

The operating requirement

The business received enquiries through different website forms and also needed to contact existing customers. New sales opportunities, future projects and support requests required different handling. The contact centre needed to recognise those differences before passing work to the relevant team.

Contact centre and systems setup

The setup connected digital enquiry intake with CRM fields, an agent qualification form and defined contact outcomes. Enquiry-source information and customer history were available alongside the record. Follow-up email templates and callback dates supported a consistent process after the first conversation.

Enquiry assessment and qualification

Agents established the service required, property location, project timeframe and relevant details of the surface or work involved. Existing service history informed repeat-customer conversations. Separate outcomes distinguished sales follow-up, future opportunities, information requests and customer support.

Sales progression and follow-up

Qualified requirements and conversation notes gave the sales team the context to progress an enquiry into its deal, quotation and booking process. Callback dates and information emails supported prospects who needed further contact. Technical advice, quotations and final sales decisions remained with the client’s specialists.

Operational visibility

Contact activity and agreed actions were maintained against the customer record rather than being left in disconnected notes. This gave the business visibility across enquiry receipt, qualification and subsequent follow-up, while keeping sales, support and longer-term opportunities distinguishable.

Team planning a managed customer contact operationINDUSTRIAL SERVICES

Sector-based prospecting · Asset qualification · Specialist sales referral

Industrial asset-services business

Establishing a specialist contact centre for industrial asset opportunities

An industrial asset-services business needed a managed outbound operation that could identify prospective sellers and prepare meaningful referrals for its specialist sales team. We brought segmented business data, agent scripting, structured qualification and scheduled follow-up into a contact-centre workflow built around the asset-sale process.

Outcome

The operation produced structured records of current selling opportunities, future disposal plans and market feedback. Specialist sales staff received the asset details, timing and customer preferences needed to take the next conversation forward.

Read about the project

The operating requirement

The campaign needed to identify businesses considering the disposal of trucks, trailers, plant or equipment. An effective introduction required more than establishing general interest: the sales team needed to understand the asset, the seller’s position and the likely timing before making contact.

Contact centre setup

We organised industry-segmented contact lists and a practical agent guide supported by qualification fields, defined outcomes and callback scheduling. The workflow covered common questions and objections, with reporting by list to distinguish different sources and market segments.

Discovery and qualification

Agents explored the asset type, make, model, age and working condition, together with the reason for selling and expected timeframe. They recorded any price stated by the customer, relevant finance information and the appropriate person for a sales discussion. Agents gathered the information without presenting their own valuation.

Specialist sales handover

Interested sellers were referred with the context needed for a more detailed discussion. The client’s specialists retained responsibility for valuations, fees and the eventual sales process. The contact centre provided the introduction and qualification that allowed those specialists to focus on relevant opportunities.

Future opportunities and reporting

Businesses with later disposal plans could be recorded for a scheduled callback rather than treated as immediate sales opportunities. Reporting separated qualified opportunities from other opportunities and retained market feedback, supporting continued prospecting and informed follow-up.

LET’S TALK

Tell us what
you need handled

Let us know who your customers are and what the work involves. We’ll discuss the staffing and service hours, along with any systems we need to work with.

Discuss your requirements