Outsourced call centres in Australia are struggling with staff morale and training, with some companies offering unusual incentives to try and attract and retain workers.
In Perth, where Oliver works at a call centre operated by the privately owned TSA Group, management has been running "12 days of giveaways" competitions, with more than $3,000 worth of prizes for staff working on Centrelink phone lines. The requirement for entry was that employees must attend their full rostered shift without any absences.
These incentives have been met with mixed reactions from the workers, who claim that the company is trying to distract them from the low morale and high-stress nature of the job. "They do sausage sizzles and try to make it a fun place to work," Oliver says. "But it's pretty miserable."
Many call centre workers have described long hours, minimal training, and inadequate pay for doing similar jobs as public servants. Starting pay rates at outsourced call centres are around $52,800 per year, compared to over $72,000 for many public servants on the same phone lines.
The companies being interviewed by Guardian Australia claim that they provide benefits and incentives to attract workers, but many of these claims have been disputed by those who actually work there.
Emmanuel Josserand, a professor of management, says it's "nonsense" to suggest that an external company can deliver the same quality of service as a public-run call centre at a lower cost while also turning a profit.
The industry is plagued by high turnover rates, with some companies struggling to retain even one in five staff members. This has led to concerns about the lack of suitably skilled staff taking calls and the impact on vulnerable callers.
In contrast, public servants have access to better training, support, and pay, which can be a major drawcard for those looking for work in this field.
In Perth, where Oliver works at a call centre operated by the privately owned TSA Group, management has been running "12 days of giveaways" competitions, with more than $3,000 worth of prizes for staff working on Centrelink phone lines. The requirement for entry was that employees must attend their full rostered shift without any absences.
These incentives have been met with mixed reactions from the workers, who claim that the company is trying to distract them from the low morale and high-stress nature of the job. "They do sausage sizzles and try to make it a fun place to work," Oliver says. "But it's pretty miserable."
Many call centre workers have described long hours, minimal training, and inadequate pay for doing similar jobs as public servants. Starting pay rates at outsourced call centres are around $52,800 per year, compared to over $72,000 for many public servants on the same phone lines.
The companies being interviewed by Guardian Australia claim that they provide benefits and incentives to attract workers, but many of these claims have been disputed by those who actually work there.
Emmanuel Josserand, a professor of management, says it's "nonsense" to suggest that an external company can deliver the same quality of service as a public-run call centre at a lower cost while also turning a profit.
The industry is plagued by high turnover rates, with some companies struggling to retain even one in five staff members. This has led to concerns about the lack of suitably skilled staff taking calls and the impact on vulnerable callers.
In contrast, public servants have access to better training, support, and pay, which can be a major drawcard for those looking for work in this field.
they get like $52k per year but the stress is thru the roof & no training whatsoever lol they tried to distract them w/ giveaways & sausage sizzles but honestly idk if it's even worth it 
u guys think companies can just outsource & expect same quality service? 
emmanuel josserand said its nonsense rn
. Nowadays, it's all about the '12 days of giveaways' nonsense 
. Oliver's story kinda rings true for me, I mean, who wouldn't want to win some cash and a sausage sizzle just to get through their shift? 
... it's like they think throwing some freebies at staff is gonna make everything okay? I mean, I get that morale's low and all, but it feels like a band-aid solution to me 
. It's just not fair to expect people to work long hours for minimal pay when you're basically doing the same job as a public servant, but with way less support or recognition. I wish companies would focus on actually improving working conditions instead of just trying to keep staff from leaving 
...
. I mean, they're already working long hours, not getting enough training, and just getting paid peanuts compared to public servants doing the same job 
, but it's clear that workers are still miserable 
. It's not right, you know? 
.
.
. I mean, $52,800 a year is peanuts, especially when you're dealing with stressed-out customers all day. And don't even get me started on the lack of training – it's no wonder they can't retain staff! 
It's not exactly rocket science to figure out how to make these jobs more appealing and pay decent wages... 
The $52k start pay is still pretty trash tho 
. I mean, who wants to work in a place where they're basically just pawns in a profit game? 
! They r already doin hard work 
but get low wages 
. Need betta incentives than just giveaways 
or sausage sizzles 
️! More emphasis on decent pay, training & support 
. Why can't companies prioritise staff welfare? 
. At least then I know I'm making a difference and not just sucking up hours of my life 
. It was hard work, but you just did your job and left. Nowadays they're offering cash prizes for working full shifts without taking a sickie? It's like they think people are going to be all giddy about it 
. I guess the game has changed since back in my day...