The Australian Government's outsourcing of call centre services to private contractors has raised serious concerns about the treatment and working conditions of those on the frontlines. Despite being tasked with handling sensitive issues such as domestic violence and tax debts, many workers report feeling unprepared and undervalued.
In one case, a worker at an outsource call centre in Perth revealed that their management had resorted to bizarre incentives to boost morale, including "12 days of giveaways" with prizes worth over $3,000. However, the worker noted that these enticements were unlikely to address deeper issues such as inadequate training and low pay.
The use of private contractors to handle government calls has been widely criticized, with many experts arguing that it is economically impossible for external companies to deliver high-quality services at a lower cost than public servants. "It's nonsense to suggest an external company can deliver the same quality of service as an ATO-run call centre at a lower cost while also turning a profit," said Emmanuel Josserand, a professor of management.
Workers on these lines often report struggling with basic questions from callers due to lack of support and retraining. One employee described feeling "sad" about being unable to provide adequate assistance, as mistakes can have serious consequences for vulnerable families.
In terms of pay, workers are often significantly underpaid compared to their public sector counterparts. According to interviews with current and former staff, starting pay rates at outsource centres are around $52,800 a year, while many public servants on the same phone lines earn over $72,000.
The use of private contractors has also led to reports of substandard equipment, including cheap headphones that fail to block outside noise. Workers have spoken out about the need for better training and support, as well as an end to practices such as "double-jacking", where new employees are expected to listen in on calls handled by experienced colleagues without proper supervision.
Overall, the story highlights the need for greater transparency and accountability in the outsourcing of government services, as well as a commitment to prioritizing the wellbeing and training of those on the frontlines.
In one case, a worker at an outsource call centre in Perth revealed that their management had resorted to bizarre incentives to boost morale, including "12 days of giveaways" with prizes worth over $3,000. However, the worker noted that these enticements were unlikely to address deeper issues such as inadequate training and low pay.
The use of private contractors to handle government calls has been widely criticized, with many experts arguing that it is economically impossible for external companies to deliver high-quality services at a lower cost than public servants. "It's nonsense to suggest an external company can deliver the same quality of service as an ATO-run call centre at a lower cost while also turning a profit," said Emmanuel Josserand, a professor of management.
Workers on these lines often report struggling with basic questions from callers due to lack of support and retraining. One employee described feeling "sad" about being unable to provide adequate assistance, as mistakes can have serious consequences for vulnerable families.
In terms of pay, workers are often significantly underpaid compared to their public sector counterparts. According to interviews with current and former staff, starting pay rates at outsource centres are around $52,800 a year, while many public servants on the same phone lines earn over $72,000.
The use of private contractors has also led to reports of substandard equipment, including cheap headphones that fail to block outside noise. Workers have spoken out about the need for better training and support, as well as an end to practices such as "double-jacking", where new employees are expected to listen in on calls handled by experienced colleagues without proper supervision.
Overall, the story highlights the need for greater transparency and accountability in the outsourcing of government services, as well as a commitment to prioritizing the wellbeing and training of those on the frontlines.
! I mean, can't we just treat our workers with some basic respect? They're the ones dealing with sensitive stuff like tax debts and domestic violence, but are they getting the support they need? Nope. And don't even get me started on the pay - $52k a year for handling calls about people's financial futures? It's peanuts 
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I'm really concerned about this situation with the call centre outsourcers. It's just not right that these workers are expected to handle super sensitive issues without proper training or support. They're basically being asked to wing it while dealing with people who are really vulnerable - think domestic violence cases, etc... It's a recipe for disaster if mistakes happen and cause real harm.
. I'm pretty sure there's more to this story than what we're being told...
Interesting how experts say it's just plain impossible for external companies to deliver quality services at a lower cost than public servants... makes sense, right? 
It's crazy that some companies are trying to boost morale with ridiculous giveaways instead of fixing the root problems. We need to make sure our call centre workers are treated with dignity and respect, not just handed a bunch of prizes 
. I mean, who needs training or support when you're just trying to make ends meet? 
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and btw, have u seen that new season of "Stranger Things" yet?
i mean, $52k is def NOT livable let alone worth the mental strain. dont even get me started on the lack of training & support 
they should b prioritizin people over profits 
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. And $52,800 a year is basically minimum wage 
. We need more transparency & accountability, not just empty promises 
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