The COVID-19 pandemic exposed an unexpected risk around the use of offshore customer contact centres: the other country may be more badly hit by a pandemic than Australia, and less able to pivot to working from home.
This issue resulted in some big names – notably Telstra – deciding to bring their contact centres back to Australia.
Webcentral has announced that it will recruit around 30 local contact centre staff for its Sydney and Melbourne support centres, and close down its offshore support operations.
"Our research shows that our customers are starting to appreciate the support experience far more now that we have local support," said Webcentral managing director Joe Demase.
"Providing good infrastructure support is central to our product offering, given our expertise and capability in the digital space."
Customer queries are already being answered 10% faster, and customer problems are being solved faster too, according to the company.
In addition, "supporting local jobs, particularly in the current economic environment, is an important step in the road to recovery," said Demase.
"Webcentral Group is proudly Australian and is proud to be supporting Australian jobs."
Webcentral Group was previously known as Melbourne IT Group, but renamed after divesting its enterprise business unit. The company trades under the Domainz, Melbourne IT, Netregistry and WME.