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Contact Centres

July - September 2014



Telemarketers – We continue to see high demand for Telemarketers and a shortage of skilled and experienced candidates with outbound sales experience. Given that salaries for Telemarketers are often low, and the commission structure is not always overly attractive, employers are finding it difficult to recruit and retain experienced quality staff. Those employers who offer either enhanced financial entitlements or better non-financial rewards will see a higher calibre of candidate when recruiting.


Appointment Setters – Again there is a supply shortage of these candidates. The repetitive nature of this role does not allow for a lot of career progression, which makes candidate attraction a challenge. Employers who are willing to train inexperienced candidates, or consider part-time candidates, will generally see better retention results within their team. Organisations that are focused on creating a great culture and investing in reward and recognition programs are seeing better retention levels. They are also benefiting from staff who refer friends when roles are available with the organisation.  


Outbound Sales Operators/Lead Generators – Organisations are focusing on lead generators to book appointments and generate business for technicians and salespeople. As the first point of contact, these candidates need an excellent phone manner and must have the ability to provide a consultative service. They are also often expected to close a sale or generate a lead. These roles offer a base salary plus commission to entice the lead generator to create leads. Those organisations that offer a guaranteed commission while a new sales agent trains are securing talent who have received multiple offers.  


Customer Service Representatives – While there is high demand for candidates with manufacturing, financial services or energy experience in various locations, we are seeing a particular spike in demand in Adelaide where large contact centres are opening. Organisations with vacancies generally want candidates who can hit the ground running and who have previous experience with internal and external customers.


Customer Service Managers – Rather than promote internally, organisations tend to hire externally to bring new management ideas into the business.


Member Service Consultants – Candidates with health insurance experience are in strong demand. Given our growing population, private health insurance memberships are increasing and are likely to lead to a greater volume of calls received by health insurance providers.


Call Centre Managers/Operations Managers – Candidates are confident to move roles once more, but they are looking for work in a growing sector where they can advance their career, fix problems, or even establish greenfield call centres.




During bulk recruitment drives, employers are undertaking behavioural testing on all candidates before they are interviewed. A candidate’s cultural fit is becoming vital and organisations are providing extensive classroom training in order to impart the technical knowledge needed for the positions vacant. Employers are recruiting permanently and investing heavily in recruiting the right people.


Demand is high for sales candidates for both temporary and permanent jobs, particularly in the IT industry. Companies are investing in internal sales roles and are open to sponsoring overseas candidates if necessary in order to secure the right sales skill set.


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