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Did You Know? ENGINE Has a Remotely Operated CATI Operation

ENGINE operates a state-of-the-art 60 seat call centre which can operate from our Melbourne CBD office location, or remotely (from wherever our interviewers want to work!).

So often in life, opportunity is presented as a challenge or problem.

For over 20 years ENGINE’s research consulting business has operated a call centre out of our office in the Melbourne CBD (we reckon the Little Collins Street address may make this Australia’s best located call centre!). From this location we have conducted telephone surveys for many federal and state government clients as well as for some commercial clients who have customers who prefer to be interviewed by phone.

Our call centre operations were rudely interrupted by the first lockdown in 2020 and as a result we quickly created and executed a plan to move our entire 60 seat call centre operation out of the office. Within 3 days our amazing IT team had managed to source and purchase 80 laptops, configured them using remote interviewing software, couriered them to our interviewers’ homes and our call centre supervisors had managed to brief and train all our interviewing staff on how to interview from their loungeroom or dining room table at home, instead of from the office. As a result we now have the flexibility to not only have our call centre operate from the office or remotely, but we can scale operations up rapidly just by buying more interviewing equipment and are no longer constrained by the physical size of our call centre office.

In a further evolution of our operations we are currently converting our contact centre into an inbound operation as we commence operating Australia’s National Self-exclusion Gambling Register on behalf of the ACMA from mid-2022. This is a great example of how ENGINE continues to evolve our existing capabilities to keep abreast of what our clients need.

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