Australian first as insurer tops call centre best and fairest

September 2010

A&G Insurance Services has been catapulted into the top echelon of the contact centre industry by receiving the ATA National Call Centre of the Year, for the second consecutive year. No other insurance provider has ever won this prestigious award that recognises achievements at the highest level.

Past winners include industry giants like CBA, St George Bank, Centrelink and Telstra and it’s a true testament to a company’s capability to be elevated to the national level two years running.

Announced at a spectacular black tie event held at the Marriot on the Gold Coast nominations were received from all industry sectors and more than 72,000 measurements were considered to select the winners.

Director of Call Centre Operation for A&G Insurance Services Gerry O’Shaughnessy said it’s a very difficult award to win with so many strong businesses across the country striving to win “the big one”. However, to back up and win the title for a second year speaks volumes to how we have developed as a business over the past few years.

“Winning two years in a row places us at the top of the tree in terms of call centres in Australia. Our customers rate us more highly than just about any other financial services company in the country and now the professional body that represents our industry has given us the ultimate compliment, for the second year running.

“During the Melbourne and Perth hail storms earlier this year, 96% of our Budget Direct claims enquiries were answered on the first call and staff were redeployed to handle the rush of calls to our call centre. These results are well above the industry standard and just another reason why we were awarded the top ranking”, Mr O’Shaughnessy said.

Now in its 16th year, the ATA National Awards recognise the best of the best in the Australian contact centre industry and award the efforts of individuals and organisations that have sought to improve standards, innovation and professionalism at a team, centre, and industry level.

ATA CEO Michael Meredith said our award process is very structured and centres must have the fundamental core aspects in place. Entrants are subject to detailed questionnaires, site visits, and interviews and they must tick all the right boxes to be considered.

“We look at over a 100 different characteristics of the business including physical facilities, technology and how it’s used, training, rewards, employee satisfaction, and of course customer satisfaction is a large component.

“The bulk of our industry is inbound services and Australian call centres receive around 16 million calls per day with a population of only 23 million,” Mr Meredith said.

As winner of the “more than 120 full time employee” category A&G will now be invited to represent Australia at the APCCAL (Asia Pacific Contact Centre Leaders) conference, a regional conference covering Asia Pacific.

A&G Insurance Services administer insurance for one of Australia’s leading low cost insurance brands Budget Direct.

About Budget Direct

Budget Direct is the signature brand for A&G Insurance Services and is in its 10th year of operation as one of Australia’s leading low cost insurance providers.

Car Insurance - Cut the cost not the cover

For further information or interviews please contact Jonathan Kerr, Director, Marketing & Digital, Budget Direct (Auto & General) at 07 3377 8801 or

Budget Direct was established as an insurance provider in Australia in 2000.  It is part of the international BHL Group of companies headquartered in the British Isles. The group provides more than 6.8 million policies to insurance customers and administers $2 billion in premiums annually. Budget Direct offers Motor, Home & Contents, Health, Life and Travel Insurance as well as Roadside Assistance.