Call Centre and Back Office Processing Scheme: Phase 1 grant information

Information about the phase to attract Australian and international organisations to establish and expand centres in WA.
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In 2020, the Western Australian Government allocated $14.9 million for Phase 1 of the new Call Centre and Back Office Processing Scheme. The scheme is designed to grow the call centre and back-office processing (CCBOP) sector in Western Australia.

This sector employs high numbers of new-entry employees, encourages flexible working conditions and provides long-term jobs. As such, Phase 1 was designed to boost employment across a broad demographic, including people with disability and people seeking part-time work.

Local, national and international CCBOP operators were invited to apply for funding to set up or expand operations in WA, to create jobs and add value and expertise to the sector. Applications opened in September 2020 and closed in October 2020.

To date, Phase 1 has produced major benefits for WA, including more than 350 new full-time equivalent jobs. Find out about the benefits realised, the selection process and the successful applicants below.

Benefits created for WA

Phase 1 produced major benefits for WA, including:  

  • Creating more than 350 full-time equivalent (FTE) call centre and back-office processing jobs in metropolitan and regional locations. 
  • Establishing a call centre and back-office processing facility in the Peel region.  
  • Attracting the business of two national operators to WA.  
  • Developing back-office processing technology in WA. 

One operator has exceeded targets 2 years ahead of schedule and achieved all milestones specified in their Financial Assistance Agreement.  

How applications were assessed

Applications were reviewed and ranked by a panel of government and non-government representatives.

Grants were awarded on a competitive basis according to the benefits individual proposals provided for WA. The panel looked for proposals that would:

  • create new jobs 
  • increase industry capacity 
  • retain customer data in WA
  • revitalise regional towns or metropolitan employment hubs 
  • target locations with high unemployment levels. 

Successful applicants

The successful applicants were: 

  • Datacom 
  • OracleCMS 
  • Royal Life Saving Society Western Australia 
  • TSA Group 

JTSI worked with the 4 successful applicants to develop Financial Assistance Agreements. 

Phase 2 application information

Call Centre and Back Office Processing Scheme

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