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Contact Centres

July - September 2015

Australia’s contact centres market is active, with Telemarketers in particularly high demand across both the private and public sectors. These candidates are the drivers of sales across a business and expectations on Outbound Telemarketers are high.

Employers want to increase their temporary headcount; they are looking for flexibility and will only transition the most outstanding temporary candidates into a permanent role.

When they recruit at the senior level, employers will look overseas and interstate if the appropriate talent cannot be found locally. This is particularly evident in the financial services sector.

Employers look for candidates who are engaging, motivated and can lead by example. They need to be prepared to work to their own job description but also wear other hats in the business in order to stand out from the rest.

In terms of skills in demand for the July to September 2015 quarter, we’re seeing a high demand for Outbound Telemarketers. As noted above, these professionals are the drivers of sales yet they are very scarce and skilled candidates are hard to find.

Customer Service Representatives with relevant industry experience are also needed. Employers want to hire candidates with like-for-like experience in order to minimise training time.

Team Leaders are also sought. Employers are not promoting from within and are instead looking for external candidates to fill their more senior roles.

In terms of candidate trends, we’re seeing more graduates applying for entry-level roles suited to the industry they trained for.


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