The 2026-27 Australia and New Zealand Contact Centre Decision-Makers' Guide

ContactBabel surveyed 112 contact centre managers and directors across Australia and New Zealand for this, its third annual ANZ study. It's the deepest independent read on how ANZ contact centres are actually performing: attrition and pay, speed to answer, first-contact resolution, channel mix, tech adoption and what's really holding operations back from hitting their goals.

Download your free copy to get:

• People and pay — attrition, absence and salary benchmarks by sector and contact centre size, plus where hybrid working is heading in AU vs NZ
• Operational performance — call duration, abandonment, speed to answer and first-contact resolution, with cost per interaction across phone, email, chat and social
• Technology and cloud — what's actually in use vs what's on the roadmap, and where chatbot, AI and SMS users are already looking to replace what they bought
• Channel usage — where inbound volume really sits, and the Customer Interaction Cube for matching channel to urgency, complexity and emotion
• What CX means to a customer — first-contact resolution and short wait times matter most, but the report exposes where businesses and customers disagree — and where NZ businesses in particular have it backwards
• Contact centre strategy — the real barriers stopping ANZ contact centres from hitting their goals, and where self-service, AI and cloud investment are actually heading over the next two years