Call Centre Services Brisbane: A Hiring Guide
A 5% increase in customer retention can lead to a massive profit increase of 25% to 95%.
Check out how you can save up to 70% vs traditional hiring costs with our TEAM BUILDER.
Download a custom remote staffing business case tailored to your hiring needs.
Why is customer service important for customer experience? How do Australian businesses find the right people for it?
Running a business is not just about selling products or services. It’s also about making customers feel good.
Great service builds trust and keeps them coming back. In fact, studies show that 93% of customers are more likely to return to companies that provide exceptional service.
Did you know that a small improvement in customer retention, even just 5%, can significantly boost profits by anywhere from 25% to 95%? Retaining existing customers is crucial as it enhances customer loyalty and turns them into brand advocates.
To find the best people for the job without breaking the bank, many Aussie businesses are outsourcing. But it’s not just about saving money, you need a remote staffing provider that cares about creating a positive work environment and a strong sense of community.
And let’s not forget about security. You want to make sure your data is safe. So look for a provider that’s got all the latest security measures in place and is ISO certified. That way, you can relax knowing your business is in good hands.
Seeking a Call Centre Agent for your Brisbane business? Look for these essential skills in call centre services:
- Stellar call handling: Efficiently manages inbound and outbound calls, ensuring clear and professional communication, which is essential for any centre agent.
- Quality-focused approach: Consistently evaluates and improves performance to meet organizational quality standards.
- Effective multitasking: Prioritises and organises multiple calls, maintaining systematic tracking and timely resolutions.
- Script mastery: Adapts scripted dialogues to fit conversations while maintaining authenticity and compliance.
- Diverse customer interaction: Navigates various customer temperaments and situations, resolving issues and improving service outcomes.
- Customer engagement prowess: Builds rapport, demonstrates empathy, and communicates effectively to enhance customer satisfaction.
- Tech-savvy: Proficient in using call center software like Five9, Zendesk Talk, RingCentral Contact Center, Genesys Cloud, and Talkdesk.
A guide to interviewing Call Centre Agents for Brisbane: What to ask Call Centre Agents in a job interview
When you’re interviewing Call Centre Agents, it’s really important to gauge their technical skills. Here are a few key questions you might want to ask:
- What are the typical duties of a call centre representative?
- Have you encountered any complex customer issues? How did you handle them?
- What do you consider essential for a call centre job?
- What defines exceptional customer service in your opinion?
- How do you address upset or dissatisfied customers?
- Describe your usual approach when starting a conversation with a customer.
How much does hiring an outsourced Call Centre Agent for Brisbane cost?
Hiring a Call Centre Agent in Brisbane can be a bit of a splurge. Location, experience, the talent’s specific skills – it adds up quick.
The average salary costs around $80,000. Plus, you also have to think about office upgrades, job ads, and those recruitment agency fees. Remember in 2021 when the average hiring cost in Australia jumped from around $10,500 to $23,860 per person.
So, what’s a budget-conscious business to do? Well, outsourcing could be your saving grace. Places like the Philippines, Colombia, or India have a ton of talented professionals who are ready to help. And the best part? They come at a much lower cost. Cloudstaff’s Teambuilder can give you a breakdown of how much you could save.
By leveraging call centre outsourcing solutions with Cloudstaff, you’re tapping into a global pool of talent. It’s like having a world-class team at your fingertips, without breaking the bank.
Steps to hiring remote Call Centre Agents with Cloudstaff
Want to know how Cloudstaff simplifies the process of finding top-notch Call Centre Agents? Here’s how.
Match
We use AI technology to find the best candidates from a database of 700,000.
Interview
We optimise the hiring process to connect with the most qualified candidates.
Offer
We process all local employment paperwork, including offers and contracts. We ensure that the role offered aligns with the proposed project and the candidate’s expertise.
Enable
New hires are fully equipped and ready to start on day one, with all equipment and secure logins.
Induct
Our legal orientation ensures new hires are fully compliant.
Train
Ongoing Development through access to training materials and the CS Academy.
Manage
We empower your workforce to thrive by supporting productivity, employee relations, and growth.
Onboarding & training Call Center Agents at Cloudstaff, your Employer of Record
When you’re thinking about outsourcing for your Brisbane business, it’s important to know the regulations in the country you’re planning to offshore to.
That’s where Cloudstaff comes in. We’re based in the Philippines, Colombia, and India, and we’ve got all the paperwork and legal areas covered. You can focus on managing your remote call centre agents without worrying about the details.
But it’s not just about the paperwork. We also want to make sure your remote agents are a good fit for your Brisbane company. We find people who are not only great at English but also excited to work with you and understand the Brisbane culture. We help you assess their skills and make sure they’ll be a good team player.
Once you’ve got the right people, we make sure they’re ready to hit the ground running. We provide clear guidelines, thorough training, and a management style that’s similar to what you’d find in Australia.
Plus, our Client Growth Partners will be your go-to people for anything you need.
What makes Cloudstaff’s remote staffing solutions different from other outsourcing models?
Cloudstaff offers a unique twist on traditional outsourcing, providing a more personalised remote staffing experience.
Cloudstaff’s remote staffing solutions
Ethical outsourcing
- Dedicated to safety, professional development, and a positive work environment.
- Offering transparent pricing and comprehensive benefits.
- Equipped with a strong Business Continuity Plan.
#1 Workplace
- Our recruitment specialists connect you with a global pool of over 700,000 skilled remote professionals
- Backed by our world-class Cloudstaff Academy.
Operational brilliance
- Committed to your growth, our Client Growth Partners are always here for you.
- We deliver exceptional talent, build high-performing teams, and oversee performance to drive your business forward.
Enterprise-grade outsourcing
- We invest heavily in cutting-edge technology and platforms.
- We offer unparalleled security features designed for enterprise needs.
- Leading the way in tech-enabled solutions with top-tier remote work technology and AI talent augmentation.
- Our Google-alum Chief AI Officer is leading advancements in our proprietary AI for improved matching, secure generative AI, and industry-specific toolkits.
Other outsourcing models
Direct contracting
- Legal concerns leading to compliance issues
Freelance hiring
- Failure to fulfill tax responsibilities
- Insufficient dedication to full-time work
Traditional outsourcing
- Ethical considerations
- Potential business risks
- Limited post-sales support
Establishing a local entity
- Initial investment needed is around $250,000 Additional factors for sourcing equipment locally
- Requires investment in local workforce and cultural assimilation
- Local administrative challenges
Retaining top-notch Call Centre Agents isn’t just about paying them well
You need to show them we care by building a supportive culture, offering great perks, rewarding their achievements, investing in their professional development, and helping them maintain a healthy work-life balance.
Check out how you can save up to 70% vs traditional hiring costs with our TEAM BUILDER.
Download a custom remote staffing business case tailored to your hiring needs.
Stop stressing about hiring and budget constraints
Let us connect you with the perfect people to take your business to the next level.
