New 'call centres' to be encouraged

22/6/00
The State Government has thrown its support behind the development of one of the nation's newest and fastest growing industries - call centres.
Commerce and Trade Minister Hendy Cowan today launched the Government's Call Centre Strategy, which will support efforts to help the industry grow in Western Australia.
"We aim to attract significant new investment, growth and employment in the industry, which is growing at the rate of some 25 per cent nationally," Mr Cowan said.
"The strategy complements the Government's objectives of creating employment and growth in urban corridors and regional locations and also the Government on-line industry policy."
A call centre is a business unit in which telephone and online contact with customers is centralised and specialised. Large volumes of local, national and international calls can be channelled through such centres.

The Call Centre Strategy is the 11th industry-specific strategy developed by the Department of Commerce and Trade in conjunction with industry members and stakeholders.
It includes a Call Centre Industry Incentive Scheme and a traineeship program designed specifically for the industry.
"The call centre industry's capacity to create employment has generated keen interest from stakeholders such as developers and property managers; regional and local government; recruitment and training agents; and technology and telecommunications suppliers," Mr Cowan said.
"Employment in the industry locally has grown at some 20 per cent in the past two years. Based on known new centres and staff increases in existing centres, it is estimated that at least 3,800 to 4,000 people now work in call centres in this State.
"We aim not only to participate in the industry's tremendous growth potential, but benefit from one of its more unique features - its suitability for decentralisation.
"Ten years ago the idea of high-tech call centres was barely known. They are a direct result of advances made in communications technology and new concepts in delivering efficient services to customers.
"Western Australia's share of the call centre industry is currently less than five per cent. The strategy aims to boost that figure to at least 10 per cent by 2010.
"Today, 65 per cent of Australia's call centres are located in NSW - primarily Sydney - many because their head offices are there and not necessarily because a Sydney location makes economic sense.
"WA has much to offer the call centre industry. We are in an ideal position to deliver services to Asia and the State offers a stable, educated and often multi-lingual work force."
Mr Cowan said an important part of ensuring ongoing success of the WA call centre industry was availability of skilled workers. The Government had worked with the industry to determine the skill needs of its workforce and to deliver appropriate training.
Copies of the strategy are available from the Department of Commerce and Trade on 9481-2525.
Media contacts: Peter Jackson (Minister's office) 9222 9595
Arthur Hanlon (DCT) 9327-5666