Welcome! This survey is for those working in workforce management, planning or optimisation in Australia’s contact centre industry.

Whether the contact centre is just one part of a larger organisation (e.g an energy company, bank) or your contact centre is standalone (e.g. a BPO) we are keen to hear from you and the unique challenges that you are currently facing.

We appreciate your time and acknowledge that this survey takes time. That being the case we’ve designed this years survey to allow you to easily “skip” any sections that you aren’t able to answer.

It’s also possible to “return” to the survey if you aren’t able to complete it all in one sitting.

However to do so you must return to the survey on the exact same browser. If browser cache/cookies are cleared the progress will be lost. A Microsoft Word version of the survey can be requested via the details below.

All data collected in this survey will main confidential and not be shared with anyone. Our privacy policy can be found out: https://www.smaart.com.au/privacy-policy

If you have any questions or issues, contact James Witcombe on 0413 212 421 or james@smaart.com.au

T