Fifth Quadrant and ATA Announce Research Partnership Agreement


Fifth Quadrant and ATA Announce Research Partnership Agreement

Growing the reach and access to timely and quality information, data and research for ATA members & the Australian Contact Centre industry

Fifth Quadrant and the ATA, (known previously as Australian Teleservices Association), have formally announced a research partnership agreement which will provide their members, and the wider Australian Contact Centre industry, with the best quality industry information, reports and events.

This week ATA CEO, Fiona Keough and Fifth Quadrant CEO, Dr Catriona Wallace, signed a Memorandum of Understanding enabling the two organisations to leverage expertise, knowledge and reach in order to provide strategic advantages for both organisations to extend value and benefits to their members and subscribers. This will include access to shared resources, content, surveys, research data, reports and analyses, and custom created professional development events.

Fiona Keough, ATA CEO, said: "At the ATA our intent is always to deliver the best value to our members and enable them to continue to grow their careers and businesses through recognition, leadership and excellence. We are delighted to be partnering with Fifth Quadrant, one of Australia's best contact centre research organisations, to provide our members with quality content, research, industry intelligence and events. We see this as a very dynamic partnership which will advance the professional development of our professional members as well as continue to evolve the service delivery of all contact centre organisations across Australia".

Dr Catriona Wallace, CEO, Fifth Quadrant, said: "Fifth Quadrant is extremely pleased to be the official research partner for the ATA. This partnership will provide research statistics and information to ATA members and the Customer Experience Industry. This data and information is critical for executives and managers running multi-channel contact centres. Navigating this complex world of customer experience service delivery through a multi-channel environment is difficult to do. Having evidence-based data is key to assisting an organisation's strategy, planning and delivery of exceptional customer experience and service."