"In the past nine months, we've seen [Excell Agent Services], Qantas Airways and U.S. banking giant Citibank all establishing call centers in Queensland to service either the Australian market or the broader Asia-Pacific market," says Deputy Premier and Minister for State Development and Trade Jim Elder. "All this means that we are becoming recognized in the national and international business communities as a prime location for both call centers and regional headquarters."

A yet more recent Queensland move is IBM's announcement of an international technical support and service center that is expected to employ more than 200 by the end of 2000.

In developments outside Queensland, Ansett Australia plans to build a new leading-edge call center in Science Park, South Australia, in Adelaide's southern suburbs. The facility, expected to employ about 440 agents, will be built in two stages.

"Adelaide's labor-force attributes and the availability of a suitable, attractive site which would give Ansett the flexibility to meet customer demand and allow easy staff access through public transport were contributing factors to our decision," says Kevin Lyons, the firm's state manager for South Australia. "We have also received very positive support from the South Australian government for this initiative."

Compaq Connects
With Singapore
Singapore long has been known for having a prime strategic location, a top business climate and a robust high-tech business community. But it's now making a name for itself in call-center circles too. Compaq Computer Corp., for instance, recently chose Singapore for a regional call center.

"Singapore was chosen after an objective evaluation of eight cities in the Asia-Pacific region," says Philip Oh, director of planning and operations for the Customer Services Division of Compaq Computer Asia Pacific. "Specifically, Singapore has the advantage of being in the right time zone to serve Compaq's targeted Asia-Pacific market. Compaq was assured of the availability of multi-lingual staff with the suitable technical capability, at the right price."

Singapore's political stability and pro-business posture also helped sway the computer giant's decision. "And of course, SingTel's state-of-the-art telecoms infrastructure and excellent toll-free coverage made it an ideal partner in the regional call center project," adds Adeline Tang, product manager, Singapore Telecom.

Compaq's regional call center started operations in Singapore in April 1999. To date, the scope of operations of the call center includes telesales, telemarketing, product and solution inquiry, database analysis, pre-sales technical support and post-sales technical support.