The PRWIRE Press Releases https:// 2020-08-14T02:42:03Z Overseas call centres coming back to Australia 2020-08-14T02:42:03Z overseas-call-centres-coming-back-to-australia Derek Finch from CX Consult looks at how reshoring and recent changes to Call Centre Outsourcing driven by COVID 19 are changing the Australian call centre industry landscape. For years the discussion over onshore or offshore has been going on. Driven by the need to cut costs, India became the new go-to place. Some bad experiences and rising costs meant a move to the Philippines where English was spoken well, subsidies were available and costs still low. Then followed other locations like South Africa, Fiji and Malaysia. So what is behind the increasing popularity of companies looking at reshoring call centres back to home soil? Why overseas call centres are not working However much these offshore destinations offered reduced operational costs and popularity with senior executives, there has always been reticence from the Australian public. Sometimes it was just the accent making the agent difficult to understand although voice training and recruitment have almost eradicated that issue. However, there were other issues in taking centres offshore. The culture of the country for a start. I know of a fundraising organisation using an offshore centre whereafter any donation, the call was transferred to a team leader to say thank you...  Lovely touch, but usually the caller just wanted to get off the call - not hang on and extend the call further! Then there was the heavy reliance on scripting with agents told not to deviate … and an Aussie at the end of the phone screaming ‘just listen to me!!!’ There was also a lack of training, communication issues from Australia to the location and also the distance in management input. Justin Tippett, Chief Editor of CX Central, Australia's largest resource for contact centre professionals agree's commenting that "most businesses send their contact centre work offshore with the primary objective to save costs and not to improve the customer experience, with the Philippines, for example, often 40% to 70% cheaper than running the same sized call centre in Australia".  However working on a regular basis with call centres based in the Philippines, it doesn't mean it has to be a bad customer experience either. Tippett was full of praise for their focus on getting things right. "A lot of the times its the Australian businesses making it difficult with restrictive scripts, lack of access to the right systems and so on all making it harder than it needs to be for the Filipinos to provide a great customer experience. Culturally they are very customer-focussed and take a lot of pride in doing a great job".  But perhaps the cost savings aren't as great as one would expect.  An Access Economics report on Nearshoring in 2008 showed that by the time ALL costs were factored in (travel of trainers and managers to the site, lost business, increased meeting etc.) the cost of an offshore centre was comparable to an onshore centre in a regional area (regional Australia like Tasmania or Adelaide or even New Zealand). But still offshore continued to grow with major companies like Telstra and Optus growing their offshore capacity. At one organisation, the rule was for each onshore job eradicated permitted 1.5 offshore … then the manager had to ensure quality and performance but of course, was restricted in visiting or sending sufficient training resources (to save on costs). I know when I was managing offshore teams I had a weekly teleconference and reports but the managers on-site would tell me what I wanted to hear. So it was really hard to find out exactly what was going on – they just wanted to please and downplayed issues and, of course, I could not visit to see for myself! Note – I am not complaining about offshoring. It has its place and if well managed (and that’s my point – IF) then they can be not only cost-effective but customer effective.  Cheaper sounds good but is not always better – or cheaper!!! Then came COVID19. The impact of COVID-19 on call centres Many offshore centres were closed or running at significantly reduced capacity. Wait times for those organisations using offshore call centres went up as calls were diverted to the remaining onshore centres. And even local companies with large call centres in big offices suddenly scrambled to enable work from home options for their employees. The recent PROBE /Stellar merger referenced the recent trend of businesses reshoring call centres back to Australia as one of the drivers behind the merge with Probe CEO Andrew Hume citing “the Australian BPO market is expected to grow significantly in the coming years as companies plan to move outsourced services back onshore given disruptions in offshore markets.” The ABC also recently reported Westpac are reshoring up to 1,000 jobs back to Australia. So while costs may be cut offshore, how cost-effective is it if you manage that arrangement effectively? What other risks are there in putting more calls (and back-office functions like accounts payable, data entry etc) offshore? These days being ‘remote’ is not an issue as technology allows communication – Work from home has never been so popular. However, you need to build culture, teamwork, good training and good management aligned to the company culture. Australian call centres again on the rise Contact Centre Outsourcer/BPO Datacom has been ramping up its onshore capacity and opened 1200 seats in Adelaide a couple of years ago and has just announced another 650 at a second site. As a technology company, they offer a raft of solutions including AI, virtual assistants and CX platforms, but recognise voice is still a central part of the solution and will remain so even if there is growth in web chat and self-help (how much does it annoy you that you deal with a company but when you have a real problem and need to talk they don’t list a phone number?!!!) Interestingly, Serco has also recently established a centre in Adelaide. Back to Datacom, who chose to open in Adelaide a couple of years ago. Why? Did they foresee the shift in trend? James Johnstone, Head of Commercial Strategy at Datacom, explained that when growing their base, they saw distinct advantages in going regional. ‘Obviously there are cheaper costs involved like office accommodation, and although salaries are generally lower in Adelaide we still pay the same rate nationally. We also look at the economic fundamentals of a community and how we might be able to contribute to that community. In recent years Adelaide has been impacted by higher unemployment as the economy has started transitioning from manufacturing to more knowledge-based roles. We had the opportunity to take on a number of great team members from Holden and Mitsubishi.’ They also established a good working relationship with TAFE SA, including ongoing training – better than they could arrange interstate, because SA is very focussed on job creation and readiness. ‘You get good quality candidates, lower attrition rates, and a greater willingness from government agencies, so it’s easier to do business’ said James. ‘With good communication, we can network sites easily so there is no need to have a centre close to senior management’ he added – something that has seen centres move out of Adelaide historically because the C Suite Execs in the head office wanted them close which is believed to be why Coca Cola moved a few years ago. But what about work from home? COVID-19 drove a massive growth in this space. While the tech providers are jumping up and down lauding its ease, it still does not sit easily with many. Short term it worked, but permanently? I certainly heard some horror stories about managing new agents and stats show less than a majority love it – and how many of those who love it do so because they can get away with less? ‘Work-from-Home, is a service offering that we provide our clients. However, it is very important to get the model right so it is sustainable with a focus on how we can continue to provide an engaging environment’ says James. ‘Technically it’s easy and the flexibility it can provide to scale rapidly is great. However, it comes down to what is the client looking to get out of the service and as a result Datacom has a few different approaches that it can offer when delivering a service in a work-from-home model.’  It’s not surprising that Outsourcers and big companies like Westpac are looking at reshoring. Reliability, continuity and high service standards are driving change. Datacom’s experience would seem to show that regional locations like Adelaide might benefit greatly from this new trend. You can find a list of all the call centre outsourcers based in Australia on the CX Directory.  Western Sydney Real Estate: Whitestone Agency 2020-08-14T02:17:42Z north-west-sydney-real-estate-whitestone-agency Whitestone Agency is not your typical real estate agency. The team has a client-centric vision, taking the time to understand their clients because they truly care.  Whitestone specialises in home sales, rentals and property management, integrating their varied backgrounds in real estate, finance and engineering to provide a holistic perspective on the South West Sydney real estate housing market. This perspective is superior in helping the team to service The Ponds Real Estate, Marsden Park real estate and Schofields Real Estate. The Whitestone Agency team provide a superior and reliable service that includes the north-west Sydney real estate growth areas.   At Whitestone Agency, the client is family, and this culture underpins everything they do.  For more information, please contact: Whitestone Agency t. 02 8845 4818 e. enquiries@whitestoneagency.com.au w. https://www.whitestoneagency.com.au/   Inspiring Rare Birds program will help 90 female business owners and entrepreneurs jump-start their businesses during, after COVID-19 2020-08-13T04:50:04Z inspiring-rare-birds-program-will-help-90-female-business-owners-and-entrepreneurs-jump-start-their-businesses-during-after-covid-19 Sydney, 13 August 2020: In a fully-funded program announced in June by the Federal Government, Inspiring Rare Birds has awarded scholarships to 90 female business owners from marginalised or disadvantaged backgrounds, who will receive a formal, structured mentoring program that will equip them to grow their businesses and be successful. The initiative is funded by the Department of Prime Minister & Cabinet Office for Women under its Women’s Leadership and Development Program. The scholarships are specially designed and funded to support Indigenous and Torres Strait Islander women, women with disabilities, women who are migrants or refugees, or from low socioeconomic backgrounds, including in rural, regional and remote communities, with an established business. Their success will come from tapping into the deep experience and skills of some of Australia's most-successful and best-known business leaders. According to Jo Burston, CEO and Founder of Inspiring Rare Birds, the timing of this program has never been more-important: "We know we are creating a high-impact outcome when 92% of women selected for the scholarship have been affected by COVID-19. "Now more than ever, the difference between 'make or break' can be a mentor with wisdom, experience and know-how to help these women navigate an uncertain business landscape. This could be the difference between not just surviving, but thriving professionally and personally. "COVID-19 has also overshadowed an alarming statistic: the ECG chart for Australian small businesses shows a decline in the health of Australia's small business sector. "ASIC figures show that the number of new business registrations peaked as long ago as February-March 2018, and have been in a slow decline ever since -  even before the economic knock-on effects of COVID-19. "Concerns are growing that many small businesses may fold once stimulus packages change or end later this year: this program will help 90 female business owners power ahead." The value of the program comes from the quality of senior business leaders who will be its mentors. They include Jackie Watts, City of Melbourne Councillor, Corrina Bertram, Partner and Board Member KPMG, and Penny Burtt, CEO Asialink. Penny Burtt, CEO AsiaLink, said: “Supporting women SME owners, entrepreneurs and startups around Australia is the right thing to do and vital for our economic recovery. "Women are more vulnerable than men, with women’s jobs twice as likely to be under threat due to the pandemic. "Having the opportunity to help give women business owners the confidence and skills to drive their businesses, including through tough times, matters to me. Their success can make a huge difference to their lives and our community as a whole.” Corrina Bertram, Partner and Board member of KPMG Australia, said: “I am very excited to have the opportunity to mentor and also learn from inspiring women from a range of backgrounds as they progress their careers and businesses.  Coming from a regional background myself, I am passionate about creating a level playing field of opportunity for women – regardless of where they come from.  I am looking forward to the chance to work with Inspiring Rare Birds, support women in their development and pay back some of the wonderful mentorship I have had over my career to date.” . Quotes from women on the Inspiring Rare Birds program Victoria Hannah Sutton, Logan, Victoria (https://hannahsutton.art/): “Having run a creative business in Melbourne for 10 years, and now set to graduate from a three-year intensive course at the Florence Academy of Art in Italy, I have certainly experienced some challenges in 2020 with the tidal wave effect of COVID-19. I've endured an 11 week total lockdown in Italy, the delay of my education, and now the uncertainties of the pandemic now hitting home in Melbourne! So this Inspiring Rare Birds scholarship will help me map a pathway forward for my fine art career, an invaluable resource to me as a sole-trader and emerging artist who is taking the business side of art seriously.” NSW Kara Cooper, Mount Victoria, NSW (www.mountvicandme.com): "In 2013 Mount Vic and Me was born featuring my own unique Australiana designs, textiles and wallpapers. We manufacture as much as possible in Australia, and our cool, 100 year old listed café in Mount Victoria, in the Blue Mountains, is a fab studio and retail space. “My business was going gangbusters until November 2019 when it felt like the world ended. Bushfires raged across the landscape to the north and south of us, then the floods came and wreaked havoc, taking out the train line. But all of that was nothing compared to when the coronavirus hit us all. The anxiety, exhaustion and stress have been huge. "This scholarship means a huge shift and refocus for me in my business and my mindset for the future. Instead of feeling bewildered, I am so excited to be amongst incredible business women and mentors to move our businesses forward across Australia.” Queensland Millie Mae, Mooloolaba, Sunshine Coast, Queensland (www.mooloo.com.au): "This scholarship brings so much optimism during the uncertain and difficult times of the COVID-19 pandemic, where a lot of start-up businesses are struggling. For me, this scholarship means more education, growth, support, confidence, opportunities and a better chance to achieve my business goals. Ultimately it’s supporting me to become the business leader I want to be." Catie Fry, Allenstown, Queensland (https://saleyardsdistillery.com/clovendoe/): "I am the founder and master distiller and driver of a product line of low alcoholic and non-alcoholic vodkas called Clovendoe. I market the Clovendoe products towards women who wish to drink conscientiously, or who have chosen not to drink alcohol, and can partake in a sophisticated drink unashamedly and without 'FOMO' "A mentor will help guide and support me in fleshing out a new and improved and more specific business plan and help me navigate some of the re-branding aspects and marketing.” Jedess Hudson, Cairns, Queensland (http://www.jedesshudson.com.au). Jedess is a descendant of the Ewamian and Western Yalanji people of North Queensland. "A mentor will provide an external source of support to identify gaps in my business and where improvements need to be made in order to be successful long-term, and to identify opportunities nationally or internationally to expand and grow." ENDS Information for editors Program background The successful applicants had to meet the following criteria: Identify as female Identify with at least one of the marginal demographics listed Have an established and viable business at least two years old - either as an owner or a sole trader Be an Australian citizen or resident Can commit to two hours per month with their mentor Will participate and engage in the Business Building Blocks online education series (one hour per month)   Applicant breakdown   Background % of successful applicants Regional/regional/remote 44% Indigenous or Torres Strait Islander 13% Migrant/Refugee 20% Low socio-economic 12% Disabled 5%   State % Regional Victoria 28% Regional NSW 22% Regional South Australia 2% Regional West Australia 1% North Territory 2% Regional Queensland 7%   There are 15 different countries of origin represented among the 90 successful applicants.   Media assets   Jo Burston is Founder and CEO of Inspiring Rare Birds. She has spent more than 15 years in the outsource payroll, migration and contingent workforce space, and the technology sector. She participated in the world’s first inflight TEDx tech talk in collaboration with TEDxSydney and Qantas, and was on Malcolm Turnbull’s innovation roundtable, which resulted in the release of the innovation statement in December 2016. She serves on the advisory board of LaunchVIC initiative and has consulted to the Federal Government.   ote to editors: Inspiring Rare Birds CEO Jo Burston is available for interview. Interviews can also be arranged with successful applicants. For more information, contact: Alan Smith, Digivizer, 0404 432 700, alan.smith@digivizer.com Australian Retailer MTB Direct Announces New Zealand Launch 2020-08-13T03:55:33Z australian-retailer-mtb-direct-announces-new-zealand-launch After enjoying 8 years of success and rapid growth in the Australian market, online retailer MTB Direct has today announced the successful launch of the official New Zealand arm of their business at www.mtbdirect.co.nz.  MTB Direct is an Australian based online-only business, selling mountain bike parts, clothing and accessories. While MTB Direct has already been shipping directly to New Zealand for several years, the launch of www.mtbdirect.co.nz provides a localised service for New Zealanders, with the ability to purchase goods in NZD and have them shipped quickly from a warehouse in Auckland.  The entire MTB Direct crew are truly passionate about mountain bike riding, gear and culture. New Zealand customers will also be able to leverage the mountain bike expertise of these experienced riders and mechanics on live chat seven days a week - this will also include staff based in New Zealand who are familiar with the local scene!  Jen Geale, Co-Founder and General Manager of MTB Direct, says: “Through our wide range of products and awesome customer service team, we’ve been able to service and build strong relationships with many loyal customers here in Australia. With such a strong MTB culture in New Zealand, we look forward to building these same relationships with customers and mountain bikers across the ditch too!” MTB Direct is highly active in supporting the growth of mountain biking through their Dollars For Dirt program; for every order placed, a dollar will be donated to a MTB club of the customers’ choosing. As part of the New Zealand launch, Dollars For Dirt is now in the process of rolling out to eligible New Zealand clubs and organisations.  With 50% of the leadership team at MTB Direct female, the organisation also has a strong interest in the growth of female participation in mountain biking. As mountain biking participation continues to grow year-over-year, MTB Direct looks forward to further growth in the Australian and New Zealand markets and to helping riders get their hands on the gear they need. HEAL Partners launches new Health, Education And Lifestyle growth and follow-on fund 2020-08-11T04:37:54Z heal-partners-launches-new-health-education-and-lifestyle-growth-and-follow-on-fund Some of Australia’s most successful operators and entrepreneurs have backed the launch of a new Australian based global growth and follow-on fund specialising in the health, education and lifestyle sectors.   HEAL Partners, a fund with significant domain expertise and four high-growth cornerstone assets, today launched its first fund attracting an Advisory Committee of pre-eminent industry leaders including Chris Rex (former CEO of Ramsay Health Care), Stuart Giles and Cathie Reid (co-founders of Icon Group and Epic Pharmacy, and their recently launched family office Arc31), Rod Jones (Founder and Chairman of Navitas), Sandy Beard (previous CEO of ASX listed investment fund, CVC Limited) and Dr. Andrew Meikle (founder DentalCorp Canada and Fertility Partners Canada).   The target fund size for HEAL Partners is A$100M, with first close expected in the coming weeks. Initial funds will be immediately deployed into businesses founded by the HEAL team including Edge Early Learning Centers (Australia), Removery (tattoo removal, USA) and Fertility Partners (IVF, Canada). HEAL Partners also recently invested in Indonesia’s leading telehealth and pharmaceutical delivery healthtech platform, Halodoc.  HEAL’s Investment and Advisory Committees have collectively created more than $19bn of shareholder value in the HEAL sectors.   HEAL’s Partners and Investment Committee members are Mark Evans and Chris Chambers from Normanby Capital, Peter Chapman and Martin Dalgleish from Asia Principal Capital (APC) and Martin Robinson. Normanby’s and APC’s principals have previously founded and operated various health, education and lifestyle growth assets, including Kids Campus, DentalCorp, DentalCorp Canada, Edge Early Learning, Removery and Fertility Partners. Martin Robinson (formerly Macquarie Capital) brings a wealth of experience in acquiring and managing health assets having spent the last 16 years in Asia, including recently as Executive Chairman of Vietnam’s largest private hospital group (Hoan My Medical Corporation), and an early investor and former Board Director in Halodoc.   Partner, Martin Robinson, said HEAL was a fund for its time, seeking to capitalise on the seismic shifts underway across the health, education and lifestyle sectors.   “Technology, an ageing population and a growing demand for higher quality health and education outcomes are driving emerging niche specialties,” he said.   “HEAL’s proven partnership model empowers and aligns clinicians, educators and professionals to deliver the best outcomes for their patients, students and customers.”  HEAL Advisory Committee member and investor Chris Rex said he is attracted to the HEAL team’s proven ability to originate, operate and exit large health-based enterprises globally, and in their vision to establish a fund with significant ambition.   “I am delighted to be part of and contribute to HEAL which I feel strongly can establish itself as a clear leader in the sourcing, operating and growth of assets in the Health and Education sectors.” he said.   HEAL Advisory Committee members and investors, Stuart Giles and Cathie Reid commented, "As founders and operators ourselves, we are impressed by the HEAL team’s track record of founding, investing in and successfully scaling businesses across geographies.”   “HEAL’s partnership model is at the core of everything they do, and this resonated strongly with our experience of working closely with doctors to scale healthcare businesses which deliver the best patient outcomes, while also creating significant shareholder value."   HEAL will target health, education and lifestyle assets that are high-growth and globally and regionally scalable. Aside from founding its own opportunities, HEAL will invest in later stage rounds in its proprietary deal flow where it can be an active and engaged participant in the management and operation of the underlying business.   - ends-  NOTES:   About HEAL Partners:   HEAL is an early/mid-stage growth acceleration investment vehicle focused on revenue generating growth businesses in the health, education and lifestyle sectors with the potential for global scale or industry disruption.  Led by a team of proven founders, investors, portfolio managers and operators, we are focused on capitalising on opportunities created by new specialties in developed markets.   Visit https://www.healpartners.com  About Asia Principal Capital:  Asia Principal Capital (APC) is a principal investor and fund manager of strategic capital who also provide deep sectorial experience and strategic counsel for growth-stage acceleration. APC works actively alongside founders in emerging technology, healthcare, education and disruption assets, who value the APC team’s collective experience, relationships and insights.    Visit www.apcl.com  About Normanby Capital:  Founded in 2007, Normanby creates businesses in exciting, high growth, multi-site markets by combining management teams, capital and strategic advice built on the skills and experience of its principals.  Visit https://www.normanbycapital.com.au  About Arc31: Arc31 is the family office of Stuart Giles and Cathie Reid and their children and manages their portfolio of investments. Visit arc31.com     Should GPS Technology Be Used to Track Those in COVID-19 Quarantine? 2020-08-11T04:10:46Z should-gps-technology-be-used-to-track-those-in-covid-19-quarantine Victoria Police are currently conducting random spot checks to ensure people who are in quarantine or isolation are complying with public health directions by staying at home. Officials recently conducted 3,000 doorknocks of people who were supposed to be self-isolating. This costly exercise revealed that more than one quarter were not at home. Non-compliance is jeopardising the health and livelihood of millions of people in Victoria. By next week, there will be 4,000 household visits by authorities every day. An additional 500 Australian Defence Force troops will be joined by 750 Victorian Police officers, plus an extra 300 health officials, for widespread checks across the state. In Western Australia last week, a dentist admitted to breaking a self-isolation order after flying in from over east. Police checks on her home address found she wasn’t there, and further checks found her at work. Given the potential for extreme outbreaks and the prohibitive cost of policing home isolation, a more efficient system might be to use technology like GPS tracking to identify a contact’s location via a mobile app. myosh has cloud-based, high volume GPS Contact Tracking Technology. If a contact leaves a pre-registered location or disables tracking, authorities receive alerts. An app like this aids compliance and can potentially save lives. If the app is used and fewer people infect others, lives will return back to normal sooner and the economy can ramp back up. Also, limited resources can be used to more effectively track the people who elect not to use the app. That way, people who don’t want to be tracked or set out to do the wrong thing are less likely to get away with breaking the law because the authorities can spend more time on those people. Asked about security concerns, myosh responded that Tracking can only occur with user consent. If this is not granted, then alternative quarantine arrangements will need to be made. The user controls and can disable tracking at any time. So how does GPS Contact Tracing work? Originally developed to protect the safety of lone workers in remote areas. Authorities register each contact’s location in the myosh Viking PaaS (Platform as a Service). Each Contact must agree and activate tracking on their phone. The app can also randomly ‘ping’ the contact to respond to ensure they remain with their phones (at home). Authorised personnel will receive notifications when a contact leaves their registered location or if their device becomes disconnected. A Dashboard can also be used to report and analyse contact locations and other data. myosh spokesperson, Sarah O’Leary, says that the technology is available right now. The platform can be configured for different scenarios. The Viking platform allows organisations to create their own ‘zero code’ applications. Create dynamic forms. Configure workflow and deploy to web and mobile. Create Interactive Analytics, share, review and drive constant improvement. Other uses for GPS tracking: Lone worker tracking Push notifications of hazards/information when people enter specific locations Automated timesheets to track when people start/finish jobs based on location Raise Emergency alerts with GPS coordinates for people in high-risk jobs eg Security Guards For more information on how this technology works, please contact support@myosh.com https://myosh.com/blog/2020/08/10/using-gps-technology-to-track-those-in-covid-19-quarantine/ Flexnet appointed Mitel platinum partner 2020-08-11T00:26:46Z flexnet-appointed-mitel-platinum-partner Flexnet, a leading Victorian Mitel IP communications integrator, has been elevated to Mitel platinum partner status.    The appointment means Flexnet joins an exclusive group of six Australian Mitel partners on their top tier partner program.  “Platinum level partners attain this status thanks to their unparalleled technology expertise, combined with excellent customer service and success in offering our products. Flexnet has consistently met all of our platinum partner criteria, and their customers can benefit greatly from the enhanced expertise and experience this accreditation bestows,” said Frank Skiffington, APAC Regional VP Sales, Mitel. Flexnet now gains additional access to advanced Mitel training and products to better serve its SME and Enterprise customers.  “Achieving Mitel platinum partner status recognises that Flexnet consistently provides innovative and relevant solutions in an increasingly challenging landscape. It also assures our clients that they have partnered with a company which continues to strive to improve to be the best,” said Kevin Valles, General Manager at Flexnet.   “Our strong ability to bring to the market the variety of solutions in on-premise, cloud or hybrid platforms means we continue to be a reliable partner, especially in these unpredictable times,” said Valles. Who is Flexnet Flexnet are Victoria’s premier Mitel provider. Formed in 2001, Flexnet has a wealth of communications experience. We offer only the most trusted products and professional services to our clients, which is why we are delighted to be a Mitel platinum partner. Our partnership with Mitel enables us to provide cutting edge PBX phone systems and unified communication solutions to organisations throughout Australia and New Zealand. www.flexnet.com.au  About Mitel A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com.au and follow us on Twitter @Mitel_AU Where are the hotspots? 2020-08-06T12:00:56Z where-are-the-hotspots Dear Editor, The latest Victorian COVID-19 key outbreak data lists twelve hotspots, of which six are in the business of killing animals for meat. These six companies account for over two thirds of the total cases in these hotspots. Are we getting the message yet? The high-speed killing of terrified animals for their flesh is toxic – in more ways than one. Desmond Bellamy Special Projects Coordinator PETA Australia 1a Henderson St Northcote VIC 3070 0411 577 416 DesmondB@PETA.org.au CASES IN KEY OUTBREAKS - 6 August 2020 Organisation Cases Percentage Bertocchi Smallgoods 196 Somerville Retail Services 164 JBS 122 Australian Lamb Co 83 Golden Farms Poultry 31 Ingham's 29 TOTAL MEAT CORPORATIONS 625 67.4% Melbourne Health 89 Woolworths Distribution 59 Linfox 44 Nino Early Learning 43 Catholic Regional College 37 Respite Services 30 TOTAL NON-MEAT 302 32.6% GRAND TOTAL 927 Referoo partners with Recruit Wizard to improve the reference checking process 2020-08-06T04:40:00Z referoo-partners-with-recruit-wizard-to-improve-the-reference-checking-process Referoo, Australia’s leading provider of online reference checks, has today announced it has integrated its reference checking technology with the Recruit Wizard ATS/CRM solution.    For Recruit Wizard clients, this now means Referoo’s award-winning online reference checking services directly integrate into their ATS solution, making it easy to add reference checks to the recruitment process and record these references directly in Recruit Wizard.    Referoo Co-Founder, Neil Rose, said of the partnership, “Reference checking is a critical step in the recruitment process, but it's one that can take hours and days of chasing. We are excited to provide Recruit Wizard clients with the opportunity to automate their reference checking within their ATS, giving them time back to focus on more important tasks.”    Glen Perry, CEO of Recruit Wizard, sees huge potential for clients in integrating Referoo, “Recruit Wizard is an incredibly feature rich ATS platform. By integrating Referoo’s reference checking service into our application, our clients can now link reference checking directly into the recruitment process. We believe Referoo will provide our users with another way to reduce their administrative tasks and help them provide a great experience for both their client and their candidate.”   Recruit Wizard clients can access the solution from Referoo. Visit https://www.referoo.com.au/recruitwizard for more information.  Auckland-based mortgage adviser recognised as industry top performer 2020-08-06T03:54:25Z auckland-based-mortgage-adviser-recognised-as-industry-top-performer Auckland (August 2020) – An Auckland-based mortgage adviser has been recognised in a prestigious list showcasing the top advisers in the industry. iConsult’s Satyan Mehra has been included in NZ Adviser’s annual Top Advisers report. Now in its fourth year, the report ranks New Zealand’s top 30 mortgage advisers of 2020. The ‘well-connected’ Mehra started his career as an advisor, auditor and analyst at the Bank of New Zealand before moving to ANZ, where he spent three years as a business manager. He started up iConsult Mortgage Brokers in 2017, which quickly developed a reputation for its deep knowledge of commercial and residential lending structures, and for securing simple, transparent lending arrangements. Mehra is described by industry colleagues as a ‘real people person who walks the talk - if he gives you a commitment, he’ll follow it through.’ Mehra’s accolades include Young Entrepreneur of the Year - Indian Business Awards, November 2019 and Best Financial Advisor of the Year - Indian Business Awards, November 2018. “Our 30 top advisers this year settled a combined value of $2,838,661,153 across 7,799 total loans – an outstanding result for everybody who made the list,” says NZ Adviser news editor Ksenia Stepanova. “The report asked advisers to provide some key performance metrics from the past 12 months to uncover the top adviser in the industry. Competition was tougher than ever this year and the winning advisers hail from all over New Zealand, representing the main centres of Auckland, Christchurch as well as Hamilton, Arrowtown, Raglan, Cambridge, and other regions. The report is based on the total value of loans settled in the past 12 months, with all figures subject to confirmation by each adviser’s aggregator(s). To view the full report and to find out more about Mehra, click HERE. -ENDS- NZ Adviser is New Zealand’s newest source of news, opinion and analysis for mortgage and finance advice professionals. Delivered exclusively online, NZ Adviser provides a real-time web service that keeps time-poor advisers up to date with the latest breaking news, cutting-edge opinion, and expert analysis affecting both their business and their industry as a whole. NZ Adviser provides a regular newsletter service, delivered to inboxes daily, covering exclusive and need-to-know developments of the day from the government and regulators, banks and lenders, as well as industry service providers. An online industry hub, NZ Adviser also offers fresh and informative multimedia news and commentary, practical articles and features to assist with developing businesses, a popular industry forum for online discussion and debate, and industry-specific research and reports. NZ Adviser is published by independent media company Key Media. Find out more about Key Media’s magazines, events and websites at www.keymedia.com. New “FREE” udStream 3D Data Visualisation Launch a Great Success! 2020-08-04T23:00:35Z new-free-udstream-3d-data-visualisation-launch-a-great-success-1 Two weeks ago, due to market demand, Euclideon launched its new Free 3D data visualisation product called udStream. The new model is experiencing tremendous take-up and has been a great success, with hundreds of users already on board. Euclideon udStream is designed to help a large volume of users manage their work on 3D digital assets. UdStream is a new fast Free tool that enables breathtaking visualisations of massive point cloud data that can be streamed or stored locally. It provides the ability to stream, share and visualise massive point-cloud data files previously thought to be ‘too big’ to visualise. udStream helps customers with their workflow, collaboration, and project management opportunities with a ‘game-changing’ data visualisation tool. udStream content creators can easily share projects across the entire business as well as with their external customers - allowing deeper project collaboration, enhanced workflows and ‘one version of the truth’. udStream simply handles and brings to life massive 3D point-cloud data visualisation at speeds previously unimagined. With continuous growth, Euclideon services customers in a multitude of industries such as mining, rail, roads, bathymetry, defence, geospatial, oil and gas, government and many more. As well as partnering with major industry leaders such as Unity, Reigl, Aerometrex, Siemens, Esri, Austmine and Leica, with udStream being the medium for digital twin visualisation. To sign up and use udStream Free, or for more information, please visit the company website www.euclideon.com That’ll be the phone, Reg 2020-08-04T10:08:36Z that-ll-be-the-phone-reg-1 PHONES ringing out, phone lines busy, transferred calls abandoned and active sales calls hitting the dreaded ‘dial this for service and that for sales’ is costing dealers tens of thousands of dollars a month in lost sales, according to James O’Neill, the CEO of WildJar, one of Australia’s leading call tracking and phone management systems. Speaking with GoAutoNews Premium, as part of our Dealer Talks podcast series with Gumtree Cars, Mr O’Neill said dealers spend vast sums of money driving buyers to their businesses but are still missing many of the phone calls they are generating with ‘hot’ buyers on the other end. The worst ‘sins’ are buyers met with engaged signals meaning there are not enough lines and phones ringing out suggesting there are not enough people manning phones. “Across the board, we find dealers are still missing 15 percent of phone calls and another 10 percent of calls are being abandoned during the call transfer process,” Mr O’Neill said. “There is a huge hole when a call is transferred from reception to a salesperson and that salesperson is not at their desk and the customer is on hold for one minute or two minutes and they hang up. That is 10 percent abandoned. “So in total that means 25 percent of calls into a business are being missed.” He said that WildJar calculates that missed calls  and abandoned calls cost a dealership $260 a time. “We looked at Deloitte’s $2,600 gross profit per car and we know 1 in 10 calls into a dealership results in a sale. Lets keep it really simple and we know that every call you miss is $260. “We know a metro dealer who received 2,100 phone calls in one month and missed 390 which is 18.4 per cent. So the monthly revenue impact was about $100,000 based on the Deloitte number.” Mr O’Neill said that, when a customer calls, dealers need to be ready to help them buy because they are ready to buy. “There are so many improvements and efficiencies dealers can do internally just on getting the call flow and call handling correct and by answering the call at the right time. “Dealers spend so much money at the front end to drive lead enquires and, when the customers pick up the phone and call, we know that callers convert at around a 15 percent higher rate than the online lead enquiry ‘form fills’. “A dealer salesperson might send a video out to a customer via SMS; they have done a video walkaround of the car, and that creates direct engagement with the customer. “But that connection is broken when the customer calls the main dealership landline and is greeted with the usual Press 1 for Service, 2 for parts, 3 for sales and the experience around that is not good. The dealership needs to know at that point that the customer has just watched a video and treat them as such. “How our business works is that we have unique phone numbers within advertising. So we know the customer is calling from a particular medium; in this case calling from a video they have just watched. “Rather than sending the customer to a phone queue, we send them to the sales person or we set up a hunt group where we set up a multi-call to call all your sales people at the one time so they know that this is a sales engagement. “When they pick up the phone we ‘whisper’ to the salesperson that this customer/lead is from your YouTube video ad or this is a lead from a video the dealer has sent out to them. So the salesperson knows how to respond to the phone call before they speak to that customer. “When dealers are getting these calls buyers are ready to purchase. They have done their research and, by not answering correctly, you interrupt their progress. “Dealers, on an aggregate level, are still quite poor at handling calls. ‘You know this customer is looking at your inventory page so send them to the right people at the right time and improve that customer process – and invest more in the people that are answering the calls because we found that even if they are just polite on a call it is improving conversion levels. “Customers like to interact. They do all their research online, go to classified sites, choose brands on local dealer websites, when they are ready to purchase, they are picking up the phone and calling. “When they do call, the customer is highly engaged.” Mr O’Neill said that WildJar’s experience across 600 dealerships of all brands and locations shows there is a remarkably small number of people who call more than one dealership. “We only see two percent  of cross calling – which is a customer calling two or more dealerships. James O’Neill “Two percent is very low. So if a customer is calling your dealership, they want that dealership. They do not want to go to the next dealership a few suburbs away. “That is why giving each customer a fantastic and memorable first impression over the phone is now more important than ever, as these consumers who are calling you are ready to buy,” he said. “So the data that we are seeing is that once they have chosen a brand and chosen a dealership location, they are willing to give that dealer the opportunity to speak to them. “Once they call you they are ready to talk to you, they are ready to purchase, they are as hot as a lead could be. So you need to treat them that way. “But first of all you need to answer the call.” To learn more about the WildJar visit WildJar.com or call 1300 317 533 About WildJar   WildJar helps businesses become wildly successful by providing cutting edge voice and SMS solutions. Founded in 2016, WildJar has helped more than 4,000 companies worldwide drive revenue and connect their customer’s journey online to their purchasing behaviour offline. Finally, businesses and marketers have complete attribution and analytics to measure call outcomes and ROI. With WildJar’s Voice Platform, businesses get granular campaign attribution to understand why customers are calling, real-time intelligence about who’s calling and analyse what’s being said during conversations to improve outcomes. How to Turn Your Homepage into a Lead-Generating Machine 2020-08-04T10:03:56Z how-to-turn-your-homepage-into-a-lead-generating-machine Your website is the first place where many people will encounter your brand. Thus, it should make a great first impression, and your website design must “speak” to your customers. Responding to their pain points and reflecting their tastes should be at the forefront of your to-do list. Here are the three fundamental things that make a compelling website that can reel the visitors in and nudge them to action. Spend time creating your homepage Optimise your homepage, since it is the first thing people land on when they visit your site. It provides them with their first look at your business, your messaging, and what value you want to deliver. Even if they come to you from another page—a blog post, for example, or a link from another brand—they will eventually navigate to the homepage. Therefore, it is necessary to put on this page your mission, goals, and even your business’ values. Communicate what you can bring to them in a way that appeals to their sensibilities. While that might mean different approaches to copy, colour, and aesthetic, there are things about website design that stay consistent. For example, clear navigation and whitespace are two things people of all demographics appreciate. Persuasive copy is another. When you design your site around your target market’s preferences and prompt their desire for satisfaction, you have a large portion of search engine optimisation down. Read the full article on our website. Facebook Ads vs Retargeting: How Do They Differ? 2020-08-04T10:02:02Z facebook-ads-vs-retargeting-how-do-they-differ Every time you scroll through your Facebook newsfeed, you probably encounter several ads of brands you know or don’t know at all. They find you, and most of the time, they even follow you on your social media accounts. It might seem peculiar to you at first, yet that’s merely how powerful Facebook advertising and retargeting works. If you’re not familiar with those two concepts and have been curious for so long on how they work, we will explain and differentiate them for you in the following sections: How Advertising on Facebook Works Facebook advertising is the technique to reach new audiences for your brand. In this method, you pay an amount and choose a particular target audience. Facebook targeting is highly specific, and there are two ways to target a specific group: You do the targeting yourself by choosing an audience based on gender, age, location, and interests, among others. You use a Facebook Pixel code, which is to be added to your site. This code collects data that helps you find people who are interested in your content or products, and this is also called Facebook retargeting. Read the full article on our website If you need help in setting up your Facebook pixel on your website, or you need web design services in Perth, WA, we’re here to help. We’re a digital agency that focuses on achieving results and offering solutions for our client’s online challenges. Contact us today to learn more about our high-quality services! BTL AESTHETICS AUSTRALIA SIGN DEAL WITH SILK LASER CLINICS 2020-08-04T02:58:32Z btl-aesthetics-australia-sign-deal-with-silk-laser-clinics In a positive business news story, BTL Aesthetics and SILK Laser Clinics are excited to announce that they have formed an unprecedented partnership. This ground-breaking affiliation will see SILK Laser Clinics move into the body treatment arena with the launch of fifteen BTL Aesthetic EMSCULPT® devices into selected SILK Laser Clinics locations across Australia. EMSCULPT®’s revolutionary new technology strengthens and defines muscles and disrupt fat cells. Used by a plethora of A list stars and elite athletes, EMSCULPT® is equivalent to doing 20,000 sit-ups or squats in 30 mins. The technology utilises patented HIFEM® magnetic field energy and induces approximately 20,000 supramaximal muscle contractions, which cannot be achieved voluntarily, to help target hard-to-tone areas. Respected national brand SILK Laser Clinics take pride in making aesthetics accessible to all in a safe, trusted and relaxing environment. Services include laser hair removal, cosmetic injections, skin treatments, skincare and (in South Australia) laser tattoo removal. Skin and cosmetic treatments designed to help clients look and feel their best, and now, SILK clients can transform their bodies as well. This new collaboration will establish SILK as a leader in non-invasive body treatments, which is the fastest-growing area of aesthetics. An exciting expansion that is in line with the SILK brand's ethos of only working with the most reputable, clinically tested and approved devices. “The deal was in its initial stages pre COVID restrictions, and SILK Laser Clinics and BTL are excited to be moving forward with the rollout. The official launch will commence from August 2020 with Emsculpt devices available in key clinics in SA, WA, NSW, QLD, NT and TAS. We are delighted to be providing a world-leading body treatment for our clients that want help to build muscle, burn fat and get into shape for summer. We will no doubt attract many new men and women into SILK that are interested in fitness, wellness and core strength. It is an exciting and positive time for the business.” said Martin Perelman, Managing Director of SILK Laser Clinics. Tested in several independent clinical studies, BTL EMSCULPT® delivers consistent results, with a 16% increase in muscle mass, a 19% reduction in subcutaneous abdominal fat and a 14.3% reduction in visceral fat (with 17 out of 22 patients showed reduction higher than 10%). The average waist measurement sees a decrease of 4.4 cm reduction in the thickness of the subcutaneous abdominal fat layer. EMSCULPT® is the first and only HIFEM® technology to­ build muscle and ­burn fat. The device has multiple applicator sizes available for treatments that focus on the abdomen, buttocks, arms or calves. EMSCULPT® has a 95% patient satisfaction rate with 500,000+ treatments annually in the world. SILK Laser Clinics are Australia’s fastest-growing Aesthetic franchise businesses and an exciting and dynamic business model. There are 53 SILK Laser Clinics locations across Australia including, WA, SA, NT, QLD, TAS and NSW. A successful national brand that focusses on providing its clients with the latest technology and highest service standards in aesthetics, beautifully appointed clinics and highly trained staff. The SILK Laser Clinics chain has grown rapidly since the first clinic opened in Hyde Park, South Australia, in 2009, thanks to the brand's excellent reputation, professional operation and the latest in Aesthetics treatments. “SILK Laser Clinics is a major player in the Australian Aesthetics industry and BTL Aesthetics are excited to be part of this innovative brand's strategic growth. Martin Perelman and the team at SILK share our passion for product and treatment technology, as well as integrity. SILK Laser Clinics and BTL Aesthetics have an exciting few months ahead with the planned Emsculpt rollout,” said Gareth Pepper, National Sales Director for BTL Aesthetics Australia and New Zealand. EMSCULPT® has won several awards, including Best Non-Invasive Body Shaping Technology 2019, Anti-Aging & Beauty Trophy Winner, NewBeauty Best Innovations Award, Harper’s Bazaar Anti-Aging Awards - Best Body Firming treatment and realself ‘Most Worth It’ Award Patient Choice Award and four MyFaceMyBody Awards. About BTL Founded in 1993, BTL has grown to become one of the world's major manufacturers of medical and aesthetic equipment. With over 1,800 employees located in more than 55 countries, BTL has revolutionized the way to offer the most advanced non-invasive solutions for body shaping, skin tightening & other medical aesthetic treatments, including women's intimate health and wellness. BTL's brands include EMSCULPT®, EMSELLA®, BTL Vanquish® ME, BTL Exilis® ULTRA, and BTL X Wave®. For additional information, visit www.btlaesthetics.com.