The Knowledge Service Centre of the Future

How does your organisation compare?

Original Broadcast: Wednesday, February 19, 2020

With customer expectations continuing to evolve in a global market-place, Australian knowledge service centres are having to deal with the twin head winds of increasingly complex inbound enquiries and pressure to reduce the cost to serve customers.

Three quarters of knowledge service centre operating costs are devoted to location sensitive expenses, so the choice of where to locate your centre is a business-critical decision. Do you choose to locate in a lower cost regional location where labour costs may also be lower, but the talent pool is more limited? Or do you invest in a more expensive metropolitan location with access to a wider talent pool but where there is more competition for talent and a higher turnover rate?

Join Dr. Steve Nuttall, Director of Research at Fifth Quadrant and Fiona Keough, CEO of Auscontact Association in a discussion with Martin Braithwaite, General Manager, Operations Managed Services at NEC Australia as they take a look at Fifth Quadrant’s latest research report about how different locations or cities are delivering to the needs of Australian Knowledge Service Centres now and in the future.

Dr. Steve Nuttall Fiona Keough Martin Braithwaite
steve-nuttall-2019 sqr Fiona 2017 100x100 Martin
FQ_Logo_for_Header Auscontact-logo nec-logo

Key Takeaways

Watch this webinar to learn:
  • The current state of play with Regional Knowledge Service Centres
  • How to balance the trade off between a lower cost Australian location and access to talent
  • How location effects the operating costs of Knowledge Service Centres
  • How to attract a stable competent workforce

Watch now