Press Release

The Front Line: Government Call Centres in Crisis

Canberra, Australia — 4 June, 2009

It seems Prime Minister Rudd has given the dead a tax bonus payment, but for many Australians still waiting for theirs, the ATO is still being inundated with calls from disgruntled Aussies asking "Where's mine?"

Similarly, the Department of Education, Employment and Workplace Relations (DEEWR) has experienced a significant increase in calls as unemployment rises. The challenge for Government Contact Centres hence, is in retaining performance levels with intense pressure to reduce costs.

The Government Contact Centre Summit 2009 aims to tackle this issue head on — with key speakers including Jane King, Deputy Commissioner — Client Contact, ATO and Sharon Pratt, Director — Contact Centre Services, DEEWR, providing expert knowledge on current issues; namely service delivery, employee engagement and staff motivation.

The GCC Summit 09 seeks to inform, educate, and encourage participation between industry practitioners and professionals, ultimately working to answer a common question; How do I keep my staff engaged?

Join IQPC in August to network with the leading figures in the government contact centre industry, who have faced the same challenges and developed best practice strategies. In order to capitalise on this collective industry expertise secure your place today by calling +61 (2) 9229 1000 or visit

For further information contact:
Chris Archer
IQPC Australia
Ph: (02) 9229 1045
OR visit