Business Process Outsourcing Australia | BPO Services
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Business Process Outsourcing Services in Australia
Big0 delivers enterprise-grade business process outsourcing solutions specifically designed for the Australian market. Our Australian-based teams understand local business culture, regulatory requirements, and customer expectations, ensuring seamless outsourcing that feels like an extension of your own organization.
With operations in Sydney, Melbourne, and Brisbane, we provide BPO services that comply with Fair Work Act requirements, maintain Australian data sovereignty, and deliver the cultural fit and accent neutrality that Australian businesses demand for customer-facing roles.
Why Australian Businesses Choose Big0 for BPO
Local Market Expertise Our teams are based in Australia and understand Australian business culture, communication styles, and customer service expectations. We deliver the authentic Australian accent and cultural alignment that offshore providers struggle to match.
Fair Work Act Compliance All our employment practices fully comply with the Fair Work Act 2009, including minimum wage requirements, penalty rates, annual leave, personal leave, and superannuation obligations. We handle all Fair Work compliance so you don't have to.
Australian Data Sovereignty All data processing occurs within Australian data centers, ensuring compliance with the Privacy Act 1988, Australian Privacy Principles (APPs), and industry-specific regulations like APRA prudential standards for financial services.
Quality Australian Standards We adhere to Australian quality standards including ISO certifications, Australian Consumer Law requirements, and industry best practices specific to the Australian market.
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Get Started TodayComprehensive BPO Services for Australia
Customer Support & Contact Center Services
Inbound Customer Service Australian-based customer service representatives delivering exceptional support with authentic Australian accents and cultural understanding. Perfect for retail, telecommunications, utilities, and financial services companies requiring local presence.
Outbound Sales & Telemarketing Compliant outbound calling services adhering to the Do Not Call Register Act 2006 and spam regulations. Our teams understand Australian consumer protection laws and deliver ethical, effective sales campaigns.
Technical Support & Help Desk Level 1, 2, and 3 technical support services with Australian-based teams familiar with local technology infrastructure, NBN issues, Australian software systems, and timezone-appropriate support hours (AEST/AEDT).
Omnichannel Support Integrated support across phone, email, live chat, social media, and SMS, all managed by Australian teams who understand local communication preferences and can navigate Australian-specific platforms like MyGov, Centrelink, and ATO systems.
Complaint Handling & Escalations Specialist complaint resolution services compliant with Australian Consumer Law, industry ombudsman requirements, and internal/external dispute resolution (IDR/EDR) frameworks.
Finance & Accounting BPO
Australian Accounting Standards (AASB) Compliance Full-service bookkeeping and accounting using Australian Accounting Standards Board (AASB) principles, ensuring your financial records meet all statutory requirements for Australian entities.
Payroll Processing & STP Compliance Complete payroll services including Single Touch Payroll (STP) reporting to the ATO, superannuation guarantee calculations (currently 11.5%), tax withholding (PAYG), and Fair Work entitlements management.
Accounts Payable & Receivable End-to-end AP/AR processing including invoice verification, payment processing via Australian banking systems, BPAY reconciliation, and debtor management compliant with Australian credit laws.
GST & BAS Preparation Business Activity Statement (BAS) preparation, GST calculations, PAYG installments, and lodgment support. We ensure accuracy and timeliness for ATO reporting obligations.
Financial Reporting & Analysis Monthly, quarterly, and annual financial reporting using Australian frameworks, integration with Xero, MYOB, QuickBooks Australia, and preparation of director's reports and financial statements.
Superannuation Administration Superannuation guarantee contributions, choice of fund administration, clearing house processing, and compliance with super stream standards and ATO reporting requirements.
Data Processing & Entry Services
Australian Data Center Operations All data processing conducted in Tier 3+ Australian data centers located in Sydney, Melbourne, and Canberra, ensuring data sovereignty and compliance with Australian government requirements.
Document Digitization & Management Scanning, OCR, and digital transformation of paper-based records with secure destruction compliant with Australian standards (AS/NZS 4360), perfect for legal, healthcare, and government sectors.
Database Management & Cleansing Data quality services including deduplication, validation against Australian databases (ABN/ACN registers, Australia Post PAF), and CRM data management for Australian markets.
Form Processing & Validation Automated and manual processing of Australian government forms, insurance claims, healthcare records, and financial applications with accuracy guarantees and compliance checking.
Compliance Data Entry Specialized data entry for regulatory compliance including APRA reporting, AUSTRAC transaction monitoring, ASX disclosure requirements, and industry-specific regulatory data.
Back Office Operations
HR & Recruitment Support Recruitment administration, applicant tracking, onboarding documentation, Fair Work compliance checking, reference checking, and HR records management using Australian employment frameworks.
Procurement & Vendor Management Purchase order processing, vendor onboarding with ABN verification, contract management, and procurement compliance for Australian government and corporate contracts.
Order Processing & Fulfillment E-commerce and retail order processing, inventory management, Australia Post integration, and returns processing compliant with Australian Consumer Law.
Claims Processing Insurance claims processing for Australian insurers including motor, home, health, and life insurance with understanding of Australian insurance regulations and industry codes of practice.
Legal Process Outsourcing Document review, legal research using Australian legal databases, e-discovery, contract management, and paralegal support for Australian law firms and corporate legal departments.
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Get Started TodayAustralian Location Expertise
Sydney BPO Services
Our Sydney operations center serves as our flagship Australian facility, providing: - 24/7 contact center operations with native Australian accent speakers - Financial services BPO with APRA compliance expertise - Legal and professional services back office support - Integration with Sydney-based enterprise clients and technology infrastructure - Access to Australia's largest skilled workforce pool
Melbourne BPO Services
Melbourne operations specialize in: - Technology and startup company back office services - E-commerce and retail customer support - Creative industries and media BPO - Healthcare and aged care sector support compliant with NDIS requirements - Education sector administration and student services
Brisbane BPO Services
Brisbane facility focuses on: - Tourism and hospitality industry support - Mining and resources sector back office operations - Government services BPO with security clearance capabilities - Regional Queensland business support - Cost-effective operations with Queensland's competitive business environment
Australian Regulatory Compliance
Fair Work Act 2009 Full compliance with employment regulations including: - Modern awards and enterprise agreements - National Employment Standards (NES) - Minimum wage and penalty rates - Leave entitlements (annual, personal, parental) - Workplace health and safety (WHS Act)
Privacy Act 1988 & APPs Comprehensive privacy compliance including: - Australian Privacy Principles adherence - Notifiable Data Breaches (NDB) scheme compliance - Cross-border data flow requirements - Privacy impact assessments (PIAs) - Privacy policy development and compliance
Industry-Specific Regulations Expertise in Australian regulatory frameworks: - APRA prudential standards (banking, insurance, superannuation) - ASIC consumer protection and financial services regulations - AUSTRAC anti-money laundering and counter-terrorism financing - TGA requirements for pharmaceutical and healthcare - ACCC consumer protection and competition law
Australian Technology Integration
Local Software Platforms Native integration with Australian business software: - Xero accounting platform (Australian version) - MYOB AccountRight and Business - QuickBooks Australia - Deputy and Employment Hero for workforce management - BambooHR Australia for HR management
Australian Banking Systems Seamless integration with: - BPAY payment system - NPP (New Payments Platform) and PayID - Direct entry (DE) file processing - Australian bank APIs (CommBank, NAB, Westpac, ANZ) - Superannuation clearing houses
Government Systems Experience with Australian government platforms: - ATO Business Portal and SBR - Single Touch Payroll (STP) systems - ABR (Australian Business Register) - myGov and Centrelink systems - State government procurement portals
Australian Success Stories
National Retailer Customer Support Transformation
Client: Leading Australian fashion retailer with 200+ stores Challenge: Managing seasonal customer service peaks during Australian sales periods (Boxing Day, EOFY) while maintaining quality and compliance with Australian Consumer Law
Solution: - Established scalable contact center in Melbourne with 50 base agents, 150 flex capacity - Implemented omnichannel support across phone, email, live chat, and Instagram DMs - Trained team on Australian Consumer Law, returns policies, and ACL guarantees - Integrated with retailer's e-commerce platform and Australia Post tracking
Results: - 98% customer satisfaction during peak periods - 15-second average answer time during Boxing Day sales - 60% reduction in complaints to fair trading authorities - AUD 2.8M annual savings vs. in-house staffing - Perfect compliance with ACL return rights
Financial Services BPO Implementation
Client: Regional Australian bank (tier 2 ADI) Challenge: Back office processing bottlenecks affecting loan approvals, APRA reporting delays, and high operational costs in Sydney CBD location
Solution: - Transitioned loan processing, compliance checking, and data entry to Brisbane facility - Implemented APRA-compliant data governance and security frameworks - Established dual-control processes for AML/CTF transaction monitoring - Created dedicated team for regulatory reporting (APRA, AUSTRAC, ASIC)
Results: - 45% reduction in loan processing time (7 days to 3.5 days) - 100% on-time APRA prudential reporting - AUD 4.2M annual cost savings - Zero data breaches or compliance incidents - Improved audit ratings from external auditors
Insurance Claims Processing Excellence
Client: Major Australian general insurer Challenge: High-volume home and motor claims processing during natural disaster events (bushfires, floods, hail storms) specific to Australian conditions
Solution: - Created surge capacity model with trained claims assessors - Developed Australian weather event protocols (bushfire, flood, cyclone, hail) - Integrated with insurance industry databases (ICA, VFACTS, Glass's Guide Australia) - Established quality framework aligned with Insurance Council of Australia codes
Results: - 70% faster claims processing during catastrophic events - 25,000+ claims processed during 2022 flood season - 94% first-contact resolution rate - AUD 6.5M annual processing cost reduction - Improved net promoter score (NPS) from 32 to 68
Industry-Specific BPO Solutions
Retail & E-commerce Customer service, order processing, returns management, inventory control, and compliance with Australian Consumer Law and ACL guarantees.
Financial Services APRA-compliant processing, loan administration, KYC/AML checks, regulatory reporting, and financial advice support for Australian ADIs and AFSL holders.
Healthcare & Aged Care Medical billing, patient records management, NDIS administration, aged care assessment, and compliance with NDIS Quality and Safeguards Commission requirements.
Telecommunications NBN support, plan management, technical troubleshooting, TIO complaint handling, and compliance with Telecommunications Consumer Protections Code.
Government & Public Sector Citizen services, application processing, FOI request handling, grants administration, and security-cleared personnel for sensitive government work.
Education Student enrollment, course administration, ESOS compliance for international students, RTO administration, and student support services.
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Get Started TodayAustralian Pricing Models
Onshore Australian Pricing
Customer Support Services - Level 1 Support: AUD 45-65 per hour - Level 2/3 Technical Support: AUD 65-95 per hour - After-hours/Weekend Support: AUD 70-110 per hour (penalty rates) - Dedicated Agent (FTE): AUD 85,000-120,000 annually
Finance & Accounting BPO - Bookkeeping: AUD 55-75 per hour - Payroll Processing: AUD 12-25 per payslip - BAS Preparation: AUD 150-400 per BAS - Full Finance Function: AUD 8,000-15,000 per month
Data Processing Services - Data Entry: AUD 35-50 per hour - Document Scanning: AUD 0.15-0.35 per page - Database Management: AUD 55-85 per hour - Compliance Data Processing: AUD 65-95 per hour
Back Office Operations - HR Administration: AUD 45-70 per hour - Procurement Support: AUD 50-80 per hour - Order Processing: AUD 2.50-6 per order - Claims Processing: AUD 15-45 per claim
Hybrid Onshore/Nearshore Options
For cost-conscious Australian businesses, we offer hybrid models: - Customer-facing roles: Australian-based (accent and cultural fit) - Back-office processing: Nearshore locations with Australian oversight - Typical savings: 30-45% vs. full onshore model - Maintained quality with Australian management and QA
All pricing includes superannuation, Fair Work compliance, and standard benefits.
Technology & Infrastructure
Australian Data Centers - Tier 3+ facilities in Sydney (Equinix SY3), Melbourne (NextDC M1), Canberra (CDC) - ISO 27001, PCI DSS, and SOC 2 Type II certified - Data sovereignty guaranteed - no offshore data transfer - Redundant connectivity via multiple Australian carriers
Business Continuity - Multi-site redundancy across Sydney, Melbourne, Brisbane - Tested disaster recovery plans for Australian scenarios (bushfires, floods) - 99.95% uptime SLA with financial penalties - Work-from-home capability for pandemic scenarios (tested during COVID-19)
Security & Compliance - Australian government security clearances available (Baseline, NV1, NV2) - Compliance with Protective Security Policy Framework (PSPF) - Regular IRAP assessments for government contracts - Australian cyber security frameworks (Essential Eight, ISM)
Quality Assurance & Australian Standards
Quality Framework - ISO 9001:2015 quality management - COPC customer experience standard - Six Sigma process improvement - Australian quality awards participation
Performance Metrics - Service level agreements aligned with Australian business hours - Real-time dashboards and monthly business reviews - Quality monitoring and call calibration - Customer satisfaction (CSAT) and Net Promoter Score (NPS) tracking
Training & Development - Australian accent and communication training - Product and service knowledge specific to Australian market - Compliance training (Fair Work, Privacy, industry regulations) - Continuous improvement and upskilling programs
Getting Started with BPO in Australia
Discovery & Assessment - Complimentary process assessment and scope definition - Australian compliance requirements analysis - Technology and integration evaluation - Cost-benefit analysis with Australian benchmarking
Transition Planning - Detailed migration plan with Australian business hour consideration - Knowledge transfer from your existing teams - System integration and testing - Fair Work compliant staff transition options (if applicable)
Implementation - Phased rollout to minimize business disruption - Australian team recruitment and training - Quality assurance and performance baseline establishment - Go-live support and stabilization
Ongoing Management - Dedicated Australian account management - Monthly and quarterly business reviews - Continuous improvement initiatives - Scaling support for business growth
Frequently Asked Questions
All our customer-facing roles are staffed exclusively by Australian-based agents, either Australian-born or long-term residents with neutral Australian accents. We conduct rigorous accent assessments during recruitment and provide ongoing communication coaching. Our teams are located in Sydney, Melbourne, and Brisbane, ensuring authentic Australian voices that customers trust. We don't use offshore agents for Australian customer-facing roles, guaranteeing the accent quality and cultural fit that Australian businesses require.
Absolutely. All our employment practices fully comply with the Fair Work Act 2009 and related legislation. We pay minimum wages according to relevant modern awards, provide all statutory entitlements (annual leave, personal leave, parental leave), pay superannuation at the current guarantee rate (11.5%), and adhere to penalty rate requirements for after-hours work. We also comply with workplace health and safety regulations and maintain comprehensive workers' compensation insurance. Our HR team stays current with Fair Work Commission decisions and ensures ongoing compliance.
All data for Australian clients is stored and processed exclusively in Australian data centers located in Sydney, Melbourne, and Canberra. We never transfer data offshore unless explicitly required and authorized by the client. Our data centers are Tier 3+ certified, ISO 27001 compliant, and meet Australian government security requirements. This ensures full compliance with the Privacy Act 1988, Australian Privacy Principles, and industry-specific regulations like APRA prudential standards. We can provide detailed data sovereignty documentation for compliance and audit purposes.
Yes, we have extensive experience with APRA-regulated entities including banks (ADIs), insurance companies, and superannuation funds. Our teams are trained in APRA prudential standards, AML/CTF obligations under AUSTRAC, and financial services regulations under ASIC. We maintain segregated, highly secure environments for financial services clients with enhanced access controls, audit trails, and monitoring. We can provide evidence of our compliance frameworks, security certifications, and experience with APRA-regulated clients for your due diligence review.
We support all Australian accounting standards (AASB) and integrate with all major Australian accounting platforms including Xero, MYOB AccountRight, MYOB Business, QuickBooks Australia, Reckon, and SAASU. Our finance teams are trained in Australian tax law, GST, BAS preparation, Single Touch Payroll (STP), superannuation regulations, and payroll tax across all states and territories. We understand state-specific requirements like payroll tax thresholds, WorkCover variations, and long service leave portability schemes.
We can typically scale customer support teams by 100-300% within 2-4 weeks for anticipated seasonal peaks (Christmas, EOFY, Boxing Day sales). We maintain a pool of trained casual and part-time staff who can be activated quickly, and our recruitment team can onboard new agents within 10-14 days including Fair Work compliance, background checks, and product training. For finance and accounting services, we recommend 4-6 weeks notice for significant scaling to ensure quality and accuracy. Our business continuity plans include surge capacity protocols tested during actual peak events.
Australian businesses typically achieve 25-45% cost savings by outsourcing to our Australian operations compared to maintaining in-house teams in CBD locations. Savings come from: shared infrastructure costs, elimination of recruitment and training expenses, reduced management overhead, no need for redundant disaster recovery facilities, flexible scaling (pay only for what you use), and optimized processes from our BPO expertise. For hybrid onshore/nearshore models, savings can reach 45-60% while maintaining Australian oversight and customer-facing quality. We provide detailed cost-benefit analysis during our discovery phase with Australian-specific benchmarking.
Ready to transform your business operations with Australian BPO services? Contact Big0 today for a complimentary process assessment and discover how our local expertise, Fair Work compliance, and Australian data sovereignty can deliver measurable results for your organization.
Sydney Office: Level 15, 1 Martin Place, Sydney NSW 2000 Melbourne Office: Level 20, 360 Collins Street, Melbourne VIC 3000 Brisbane Office: Level 12, 145 Ann Street, Brisbane QLD 4000
Email: [email protected] | Phone: 1300 BIG 0 BPO (1300 244 027)
Key Features
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