Call Centre Management Services

Call Centre Management Services

C029_14 - Expires 30/January/2018 Alison Maggs Strategic Sourcing Manager (08) 9213 2016

Service Offering 

WALGA has established a panel of Preferred Suppliers to support call management for Members. 

Local Government delivers a wide range of services to the community, many of which require call management services to facilitate immediate customer access. 

The provision of person-to-person contact in lieu of a recorded message is preferred by those Local Governments that are seeking to maximise the quality and accessibility of their services to customers. 

Call Management services available through this contract include but are not limited to: 

  • Regular business hours call overflow diversion service (call surge handling);
  • Adhoc call management;
  • Outsourced call management for particular services and functions;
  • Delivery of integrated call management services;
  • Outbound call services for surveys and community consultation.

Contract Benefits 

  • WALGA maintains centralised contract management, ensuring that Local Government needs are prioritised and collectively represented.
  • WALGA has negotiated fixed rates and service terms that have been aggregated across Local Government, delivering market preferential rates.
  • The structure of this Contract provides aggregate benefits to all Local Government users, irrespective of size or location.

Further Information 

Buyers Guide documentation is available which includes a summary of the Call Centre Management Services, pricing and terms and conditions. For a copy of the Buyers Guide, please visit eQuotes or email

View qualified sub-categories

View pricing and conditions of contract


The Preferred Suppliers for this Contract are legally required to provide their best prices and conditions of supply to Local Governments purchasing through the WALGA Preferred Supply Contract. 

WALGA has secured preferential Preferred Supplier rates equating to an average discount of 20%, reflecting better value on the basis of sector aggregation than what Local Governments would be able to achieve individually. 

Price schedules are available through eQuotes along with the Buyers Guide.


Conditions of Contract 

Comprehensive General Conditions of Contract that support this arrangement are available in eQuotes ( Members must reference the WALGA Contract and related Member Conditions in all communications with Preferred Suppliers.

Call Centre Management Services

Preferred Suppliers

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