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Contact Centres

April - June 2015


There is high demand within telemarketing and good candidates are hard to find in this space. Companies are recruiting temporary and permanently staff in equal numbers. Some employers are willing to consider candidates on working holiday visas to fill some roles.

Specific industry experience is often requested by employers, suggesting they are looking for an immediate return on investment from new hires. Candidates with broader cross-sections of skills and experience are becoming increasingly attractive to employers. Those with technical skills in SAP and to a lesser extent Salesforce, continue to be highly desirable.

Revenue generating roles such as telemarketing, outbound sales and lead generation remain in high demand across most contact centres. Along with this, candidates who have inbound customer service experience and are competent in up selling and cross selling are required for hybrid roles.

We have seen an increase in telesales roles mainly within digital and online media, financial services, online education and software companies. There is still a similar demand for B2B sales experience, high volume cold calling and experience generating new business. Salaries and commissions have not changed and most companies are still offering uncapped commissions.

As state and federal government employers are still restricted by permanent recruitment freezes, they are hiring on a non-ongoing basis with set length contracts. State governments have been hiring in certain areas but have also experienced reform and redundancies in areas such as the TAFE system, which has been through a large restructure. The public sector is still a very popular choice for candidates.

In terms of skills in demand for the April – June 2015 quarter, we’re seeing a high demand for
Outbound Telemarketers with outbound sales experience. Employers are finding it difficult to recruit and retain experienced quality staff due to low salaries. Those employers who offer either enhanced financial entitlements or better non-financial rewards will see a higher calibre of candidate when recruiting.

Multi-skilled Customer Service Officers who can work across disciplines including customer service, sales and collections are in demand. Specialist skills acquired from working in areas such as insurance claims or banking customer service are in demand.

Sales Managers with solid tenure are sought after in the market due to companies expanding the high volume outbound component of their business. This demand is expected to continue growing due to a shortage of senior candidates in the outbound environment.


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