Call Centre Outsourcing Australia

Call centre outsourcing, run by a boutique Australian team

Outsourcing your call centre should mean more customer conversations handled well, not fewer people answering. Impératif has run outsourced inbound and outbound call centre programs for Australian businesses since 2010, from a Brisbane team that works as an extension of yours. Every call is handled onshore, recorded, and reported against the targets you set.

Whether you need a full outsourced contact centre, cover for overflow and after-hours, or a short outbound campaign to fill your sales calendar, we scope the program around your volumes and goals rather than forcing you into a fixed package.

What you can outsource to us

Inbound call centre services

• Phone answering service, including overflow and after-hours call answering
• Customer service outsourcing: enquiries, complaints and account support
• Outsourced helplines for programs and campaigns
• Credit card order lines with PCI compliant payment handling
• AI voice agents and AI receptionists for after-hours and high-volume calls

See all inbound call centre services.

Outbound call centre services

• B2B appointment setting: qualified meetings booked into your calendar
• B2B cold calling services
• Outbound telemarketing services
• Telesales
• B2B lead generation
• Customer satisfaction surveys and follow-up calling
• Automotive service booking for dealership service departments

See all outbound call centre services.

Results from real campaigns

Why outsource to an Australian call centre

• 100% onshore. Every agent is in Australia, so your customers hear a local voice who understands the market.
• Every call recorded. 100% of inbound and outbound calls are recorded, with quality assurance designed around your standards.
• PCI compliant. Payments and card details are handled to PCI requirements.
• Your systems or ours. We work in your CRM, such as Salesforce or HubSpot, or provide one if you do not have one.
• Boutique, not a call factory. Agents are trained on your product and empowered to talk like people, not read a script at your customers.
• Reporting that matches your goals. KPI reporting against the targets you set, so you can see exactly what the program delivers.

What does call centre outsourcing cost?

Outbound campaigns are priced per record called:

• Pilot: $5.00 per record, minimum 500 records (a flat $2,500), up to 2 attempts per record
• Growth: $4.50 per record, minimum 1,000 records (a flat $4,500), up to 3 attempts per record
• Pay as you go: $6.50 per record, minimum 300 records a month

Inbound programs such as phone answering, helplines and customer service are quoted on your call volume, operating hours and complexity. Call 1300 868 567 or use the form below for a quote.

How getting started works

1. Scoping call. We talk through your call volumes, hours, goals and systems.
2. Training. Our Brisbane team is trained on your product, your customers and your standards.
3. Go live. Calls are handled, recorded and logged in your CRM or ours.
4. Report and improve. You get regular reporting against your KPIs, and we refine the program as results come in.

Call centre outsourcing FAQs

What is call centre outsourcing?

Call centre outsourcing means handing some or all of your phone work to an external contact centre. That can be inbound (answering customer calls, helplines, orders, overflow) or outbound (appointment setting, cold calling, telemarketing, surveys). You keep control of the scripts, standards and reporting; we supply the trained people, technology and management.

Is Impératif an onshore Australian call centre?

Yes. Impératif is Australian-owned and based in Brisbane, and every agent is in Australia. We have been running outsourced call centre programs for Australian businesses since 2010.

Can we outsource just overflow or after-hours calls?

Yes. Many clients keep their own team and use us for overflow, peak periods or after-hours cover, so no call goes to voicemail. After-hours calls can be handled by our agents or by an AI voice agent.

Do you work inside our CRM?

Yes. We can work in the systems you already use, such as Salesforce or HubSpot, and book appointments straight into your calendar. If you do not have a CRM, we can provide one.

How much does call centre outsourcing cost?

Outbound campaigns are priced per record, from $4.50 to $6.50 per record depending on volume, with a 500-record pilot at a flat $2,500. Inbound programs are quoted on your call volume, hours and complexity. Call 1300 868 567 for a quote.

Are calls recorded?

Yes. 100% of inbound and outbound calls are recorded, and payment handling is PCI compliant. You get KPI reporting against the targets you set.