The simple answer why Australian call centres are going offshore is cost. The minimum annual award salary for a full time contact centre agent (working 38 hours) in Australia with no penalty rates is $39,9265 (August 2017) and that’s assuming you can find someone willing to work for it with starting contact centre salaries often in excess of $50,000 compared to the average $5,573 AUD a customer service agent working in the Phillipines would receive.
According to the Federal Trade Commission, robocalls and autodialers are on the rise because Internet-powered phones make it cheap and easy for anyone to make calls from anywhere in the world. And obviously, scammers have a brand new to toll to play their illegal games accross the world.
Australian culture based on trust is changing fast. Something more serious is going on: Australia, the lucky country, is losing its empathy. A recent report based on a national survey by the Scanlon Foundation highlights some powerful statistics: racial and religious discrimination is on the rise and at its highest level since surveys began in 2007 – 40% of people born in Asian countries such as India and Malaysia have experienced discrimination over the past 12 months. It’s also a little strange for a nation that prides itself on its multiculturalism (of which I am a product, with a mixed heritage including Polish, Croatian, Romanian and Scottish).
What can they do to protect from these scammers on the phone? If you didn't read before about dialers, here you have the most common types to learn a bit about:
Automatic calling systems and autodialers
If our auto call system detects a no answer condition or busy signal, the phone message can be scheduled for delivery at a later time.
A power dialer is the same as a preview dialer, where the calls are initiated by the users and not made until an agent is available. This term is more commonly used in B2B environments.
A predictive dialer makes a large number of calls in parallel and then routes the live call answers to the next available agent. The latency and abandonment rates of predictive dialers may result in an extended delay when the contact answers a call, or in some cases no agent being available. The agents do not know who has answered the call.
An auto-dialer is used in B2C applications and is a computer that automatically dials a phone number on a list, listens for the correct tone, and then plays a pre-recorded message to a voicemail system. Auto-dialers are primarily used to to leave pre-recorded messages on voicemail systems in residences, and do not have the ability to navigate Dial-By-Name directories or gatekeepers.
Inbound Call Routing, also Automated Call Distribution (ACD)
The ability to route an inbound call to a salesperson quickly and accurately is critical to avoid missed opportunities. ACD is a standard feature of most PBX systems.
HANG UP BUT DON'T ANSWER FO THE TRICK
Since I've arrived to Australia, I noted the panorama is similar to the spanish one 10 years ago regarding this matter. I bought a prepaid phone, activate it and even without listing anywhere I was getting calls and SMS (is not an usual tactic anymore in Spain)!
So guys, I leave that with you: hang up but don't answer. In most of the cases, no one will get the call and the automated system will hang out the call itself after 10 seconds. You won't be bodhered anymore at least by some companies, and that's even if you get eventually redirect to an available agent: if you don't answer and keep the call under a religious silence, the Call Centre agent will end up dissmissing your phone into the non-answering call listings.
Any other tactic is pointless, the "Call Centres" don't follow any legal regulation, they don't know about the donotcall.gov.au or your demmands, don't loose time with time wasters and share the trick with your friends ;)