Case Study: Contact Centres Australia achieves 50% gain in agent talk-time and improved agent retention with Alvaria

Contact Centres Australia - Customer Case Study

Contact Centres Australia (CCA) is a Sydney-based service bureau specializing in market research, customer service, fundraising and telemarketing that expanded from a 12-seat start-up to more than 180 stations across multiple sites. As an outsourced provider for clients such as the Rural Fire Service and Oncology Australia, CCA needed a flexible, easy-to-integrate contact centre solution to streamline operations, increase efficiency and stay competitive.

CCA implemented Noble Systems’ unified contact centre platform—featuring outbound predictive dialing, IVR, call recording, SMS, real-time reporting and management tools—along with focused training and VoIP-based scalability. The deployment boosted agent productivity (a 50% increase in talk-time per hour), reduced downtime and turnover, improved connect rates, and allowed seamless expansion across sites, delivering clear efficiency gains and a stronger bottom line.

Contact Centres Australia

Sue Crabbe

Director