With the people of Australia more open to using digital means for their next shopping purchase, many businesses are now placing themselves in front of consumers in different ways. This means online shopping, digital marketing and telephone sales are more common than they have been in the past.
It isn’t just at the point-of-sale level either; when consumers experience problems with their purchase, they will take to the phone and speak to a customer service representative rather than go into a store or branch.
This requires well trained employees, able to assist customers and handle their varied needs through telephone operating centres – and that is exactly what has been established by Outcome Results in Townsville.
This month, the city has seen jobs and training delivered to 125 locals in order to introduce them to a career in customer support.
To this end, it’s important to know that further customer service resources are on offer through traineeships in Queensland.
Local jobs in Townsville
As well as showing the importance of industry-specific training, the new facility is will provide careers for local jobseekers in retail and customer service.
This particular call centre branch will handle queries and give advice to people across the state and the country, focusing specifically on the tourism, hospitality and construction industries.
In a media release, Premier Campbell Newman said the jobs created from the new call centre were a welcome boost for the local economy.
“These are the sorts of opportunities Queensland needs to keep creating,” the premier said. “This is a boon for jobs and skills in Townsville, proving Queensland can compete with call centre hubs on the world stage.”
Mr Newman continued to state the importance of local training in the workplace, which can be a huge benefit to regional businesses in Queensland and across the state.
“By offering a better quality local service, we will support regional communities and bring jobs that would have been lost interstate or overseas back to Queensland,” he continued.
More to come
Managing Director at Outcome Results Rabieh Krayem said the new facility could just be the start of further programs across the state.
He explained: “This is the first call centre of its kind in Queensland and as the business grows we aim to increase staff to around 200 and establish similar call centres in other regional areas.”
This echoes the words of employers partaking in traineeship programs in Queensland, where local employees can provide a more region-specific service, designed to improve the quality of customer care across a number of retail industries.