Download ContactBabel

As you might have seen, the 3rd edition of the 2023-24 Australian and New Zealand Contact Centre Decision-Makers' Guide has just been published. Symmetry HR is proud to be a sponsor.

This in-depth report is based on surveys with 118 Australian and New Zealand contact centres, as well as thousands of customers. It includes sections covering:

  • HR – attrition, absence and salaries
  • Current and future use of 19 contact centre technologies
  • Proportion of interactions by channel
  • Most effective channel for customers
  • Which channels do customers actually want to use?
  • What do customers actually value most in a contact centre interaction?
  • Use and effectiveness of cloud-based contact centre solutions
  • Planned and future use of remote / hybrid contact centre agents
  • Performance metrics including speed to answer, call abandonment rate, first-contact resolution rate, call duration
  • Cost per call, email, web chat and social media interaction
  • Key drivers and inhibitors for a successful contact centre strategy
  • Growth rates for 2024

To download the report for free, please visit