Call Assist

What Call Assist does

Call Assist is an Australian-based business process outsourcing (BPO) provider headquartered in North Geelong, Victoria, operating as a privately held, family-owned call centre serving clients across Australia, New Zealand and the South Pacific. The company delivers inbound and outbound call centre services, omnichannel customer engagement spanning phone, email, live chat and social media, virtual receptionist and virtual administration services, plus specialised offerings including product recall management, help desk, market research, telemarketing, campaign support, appointment setting and back-office support. Its customer base spans government departments (federal, state and local), healthcare providers (medical, dental, allied health), SMEs, professional services firms, construction firms on community interaction lines, charities, manufacturers running product recalls, e-commerce businesses, and trades. The company emphasises Australian-based, locally trained agents with high training standards and low staff turnover, and has demonstrated rapid scalability - onboarding 40 employees and executing 30,000+ outbound calls for a large national contract with sub-10-second answer times.

The underlying technology is an omnichannel contact centre platform unifying phone, email, live chat and social media within a single agent view, supported by CRM integration and database management capabilities. There is no evidence of proprietary AI/ML, APIs, SDKs or software products in the input data - the platform appears to be standard BPO tooling wrapped around human-operated workflows. Revenue is generated on a quote-based, contract-by-contract basis across four main streams: outsourced call centre services (managed services), virtual office services (professional services), back-office and administrative support, and product recall services. Pricing is not publicly disclosed; services are tailored to client requirements. Distribution is sales-led, with direct engagement via phone and email, supported by an extensive content marketing blog (articles from 2011 through 2026) targeting Australian SMEs, government and healthcare buyers. The firm has no disclosed funding rounds, no parent company, no subsidiaries, no M&A activity, and no partnerships on record - it operates as an independent, locally-owned entity.

Name

Call Assist

Legal name

Call Assist

Website

https://callassist.com.au

Company type

Private

Founded year

2011

Operating status

Operating

Headcount range

11–50 employees

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (Call Centre and Virtual Office Services)

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Office Administrative Services (56111)

SIC

Services-Help Supply Services (7363), Services-Facilities Support Management Services (8744)

akta.pro primary industry

Technical Support & Helpdesk Contact Centers (BPAAAAAI)

akta.pro secondary industries

Helpdesk & End-User Support Services (BPAEABAB), Service Desk & Help Desk Services (BPAEAJAA)

Keywords

• Call centre services
• Business process outsourcing
• Virtual receptionist services
• Telemarketing services
• Inbound call centre

Headquarters

HQ city

Geelong

HQ country

Australia

HQ region

Oceania

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Outsourced Call Centre Services: BPO services providing inbound, outbound, and omnichannel call centre support to businesses on a contracted basis. Services include telemarketing, appointment setting, customer service, help desk, market research, and campaign support.
2. Virtual Office Services: Virtual receptionist and virtual administration services providing call handling, message taking, appointment scheduling, and back-office administrative support for businesses without physical office presence.
3. Back Office and Administrative Support: Data entry, document management, reporting, email handling, scheduling, CRM updates, and order processing services managed by virtual assistant teams.
4. Product Recall Services: Specialised inbound call centre support for product recall campaigns, including customer enquiry handling, technician scheduling, data management, and compliance reporting.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

Call Assist provides outsourced inbound, outbound, and omnichannel call centre services to businesses across Australia, New Zealand, and the South Pacific. The company also delivers virtual office services including virtual receptionist, virtual administration, and back-office support, alongside specialised offerings such as product recall campaign management, telemarketing, help desk, market research, and appointment setting. All services are delivered by a locally based Australian team operating from a Geelong-based call centre.

Product overview

Call Assist is an Australian-based business process outsourcing (BPO) company offering a unified portfolio of call centre and virtual office services. The core offering comprises inbound and outbound call centre services, supported by omnichannel solutions that integrate phone, email, chat, and social media. Complementary to the call centre services are virtual administration services, virtual receptionist services, and virtual answering services, which together form the virtual office solutions suite. Additional specialized services include appointment setting, back office support, campaign support, help desk services, market research, telemarketing, and a dedicated product recall service. The portfolio is designed for businesses across Australia, New Zealand, and the South Pacific, ranging from small companies to government departments, enabling organisations to outsource customer communication and administrative functions while focusing on core operations.

Differentiator

Problem solved

Functional benefit

Products and services

• Inbound Call Centre Services Australian-based inbound call centre handling customer enquiries, customer support, order processing, complaint resolution, and after-hours coverage for businesses across Australia, New Zealand, and the South Pacific.
• Outbound Call Centre Services Outbound call centre services for sales, lead generation, appointment setting, and customer follow-ups for marketing and sales campaigns.
• Omnichannel Call Centre Solutions Omnichannel services integrating phone, email, live chat, and social media interactions to ensure consistent and engaging customer experiences across multiple platforms.
• Virtual Office Services Comprehensive virtual office solutions providing call handling, message forwarding, appointment scheduling, and administrative assistance to enhance professional image without physical office space.
• Virtual Receptionist Services Virtual receptionist services offering professional call answering, message handling, appointment scheduling, and call routing for businesses without in-house receptionist staff. Includes 24/7 virtual answering service.
• Virtual Administration Services Virtual administration services providing remote administrative support including data entry, document management, reporting, email handling, scheduling, CRM updates, and order processing.
• Appointment Setting Virtual appointment setting services for identifying qualified leads, making contact, and booking meetings with decision-makers across various industries.
• Back Office Support Back office support handling administrative tasks including documentation, reporting, compliance management, and internal workflow streamlining.
• Campaign Support Marketing campaign support services assisting with campaign execution, outreach, and customer engagement for marketing organisations and government departments.
• Help Desk Services IT help desk services providing customer support, ticket management, remote desktop services, and technical enquiry handling from level one support through to completion.
• Market Research Market research services delivering business surveys, consumer insights, and data collection to help businesses understand customer base and market trends.
• Telemarketing Services Professional telemarketing services for sales outreach, lead generation, and customer engagement through direct phone-based communication.
• Product Recall Service Specialised product recall service helping manufacturers, importers, distributors, and retailers manage customer communication, enquiry handling, recall registration, technician scheduling, and compliance during product safety recalls across Australia and New Zealand.
• Business Process Outsourcing (BPO) Business process outsourcing services optimising business operations through customer service, data management, analysis, and administrative task delegation to reduce costs and enhance efficiency.

Quantifiable outcome

• Over 30,000 outbound calls completed successfully on a single large national contract
• +3 more outcomes

Named customers9 records

Segments8 records

Ideal customer profiles6 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Scale indicators5 records

Recent moves4 records

Expansion highlights5 records

Direct peers

• Answer Connect: Virtual receptionist and telephone answering service provider offering 24/7 call handling, message taking, and appointment scheduling — directly comparable to Call Assist's Virtual Receptionist and Virtual Answering services.
• Probe Group: Australia-headquartered BPO and customer experience outsourcer with omnichannel contact centre, back-office, and government/healthcare verticals — directly comparable scale and customer base to Call Assist.
• Ruby Receptionists: US-based virtual receptionist and live chat provider serving small businesses and professional services firms — directly comparable product set to Call Assist's Virtual Office Services.
• Datacom: ANZ-based BPO and IT services provider with significant contact centre operations serving government, healthcare, and enterprise clients across Australia and New Zealand.
• Salmat: Australian contact centre and BPO specialist (now part of IVE Group) with outbound, inbound, and campaign support services to government, NFPs, and enterprise clients — highly comparable regional peer.

Broad incumbents

• Teleperformance: Largest global contact centre outsourcer with omnichannel capabilities, AI-enabled agent assist, and enterprise/government clients — represents the scaled competitive benchmark for ANZ BPO specialists.
• Foundever: Global CX/BPO provider (formerly Sitel/Sykes) with omnichannel customer service and digital CX solutions, competing for the same enterprise and government contracts as Call Assist.
• IBEX: Global CX and BPO provider with offshore delivery and omnichannel capabilities serving enterprise clients — competes for the same large contracts Call Assist targets.
• Concentrix: Global BPO and customer experience leader with Australian delivery centres offering the same inbound/outbound and omnichannel services as Call Assist, but at vastly greater scale and with broader geographic reach.

Regional players

• Stellar (formerly Stellar Asia Pacific): Philippines-headquartered BPO with Australian client base, offering inbound/outbound contact centre and back-office support — comparable offering with offshore cost structure competing against Call Assist's onshore model.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/callassistgeelong

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Call Assist