Australian Teleservices Association Ltd (ATA)

Our Vision/Mission

The vision of the ATA is to lead the call and contact centre industry and to promote professionalism, growth and ethical behaviour.

Association Achievements

The ATA has created a national network of chapters with representation in each state. In 1995 the ATA started in National Awards program which in 2007 received almost 500 nominations making over 42000 measurements to identify our winners. Since its inception the ATA has offered members various training programs both for personal development and accreditation. Conducting over 100 networking events each year the ATA provides members with an ideal opportunity for learning and exchange of information.

About Us

Name of APCCAL Member	Australian Teleservices Association Ltd (ATA)
Address of APCCAL Member	Level 3, 55 Chandos Street, St Leonards, NSW, Australia 2065
Membership Profile	1) practitioners : 1136
	2) vendors : 360
	3) suppliers : 54
Country of Incorporation	Australia
Date of Incorporation	The ATA formed as an association in October 1989  and was incorporated as a company on 3rd December 1999
Name of Head of Member	Michael Meredith - CEO
Name of Alternate Representative	Anthony Seaegg - National Chairperson
Member Association Email	ata@ata.asn.au
Member Association Contact	+ 61 02 9906 6163
Member Association Website	www.ata.asn.au

Country Profile

Country	Australia
No. of seats in Country	Approx 220,000
Project Growth of Contact Centre	Growth in Agents 8%, Growth in work volumes 12%
Market Size (in $ term)	Approx A$15 billion
Key Attractions / Strength of Country for Contact Centre Industry	1) Highly Skilled workforce including multilingual
	2) Mature market with strong Contact Centre Management
	3) Strong and variable technology and telephony platforms
	4) Ideally placed for "follow the sun" concept to service Nth American and European markets
	5) Stable political and economic environment
Industry Profile (in % terms)	1) Inbound : 70%
	2) Outbound : 7%
	3) Blended : 23%
Primary Location	40% in NSW, 22% in Queensland, 20% in Victoria, 8% in Western Australia, 8% in South Australia with the remaining 2% Tasmania and the ACT
Industry Statistics	1) Avg Service Level Targets : 80% in 20seconds
	2) Avg Call Abandon Rates : 3.8%
	3) Avg Cust Satisfaction Rate : 86%
	4) Avg Staff Satisfaction Rate : 82%
	5) Avg Staff Turnover (External) : 8% (Internal is 10%)
	6) Avg Unplanned Leave Rate : 5%

Information updated on 5th February 2008