Newcastle Herald’s classifieds call centre is back on Australian soil

GOOD CALL: “Our customers have spoken and we’ve listened” by returning the Australian Community Media classifieds call centre back onshore. Call direct on 131 696.
GOOD CALL: “Our customers have spoken and we’ve listened” by returning the Australian Community Media classifieds call centre back onshore. Call direct on 131 696.

READERS who want to connect with buyers, sellers or service providers through classifieds advertisements can expect a new level of assistance and support with the opening of our onshore call centre.

As the result of customer feedback, Newcastle Herald readers now have the option of phoning the Australian call centre direct on 131 696 as well as emailing us at classifieds@theherald.com.au or placing classifieds advertisements in person 9am to 5pm weekdays at our office at 28 Honeysuckle Drive, Newcastle.

James Caulfield, the manager for classifieds and contact centres with Australian Community Media, has been the project leader overseeing the new call centre. 

“Our customers have spoken and we’ve listened,” Mr Caulfield said. “We’re bringing our classifieds support service home.” 

Mr Caulfield said Australian Community Media, a division of Fairfax Media and publisher of the Newcastle Herald, believed the step was in the best interests of customers.

“Our customers have made it clear they prefer to deal with call centres that are Australian-based,” he said.

Mr Caulfield said his team was constantly looking for ways to improve their products and services. Key to this was the feedback received from customers.

“We know that our readers value our classifieds content and there is a continued demand for classifieds to announce, buy and sell in these trusted community forums,” he said.

Australian Community Media has made a substantial investment to establish the Australian-based call centre team that will assist with advertising and subscription needs. 

Training commenced at the end of November last year for the team, which is based on site in Bella Vista in suburban Sydney. The centre began taking calls on March 1.

“Over the past three months we have been establishing our new contact centre team to provide an improved customer experience and positioning our business for future improvements with growth opportunities,” Mr Caulfield said.

“Our own onshore contact centre will provide services for up to 50 of our publications for inbound classifieds and subscriptions.”

SERVICE: James Caulfield, manager of classifieds and contact centres with Fairfax's Australian Community Media, surrounded by his hardworking newspaper classifieds team. Picture: Geoff Jones

SERVICE: James Caulfield, manager of classifieds and contact centres with Fairfax's Australian Community Media, surrounded by his hardworking newspaper classifieds team. Picture: Geoff Jones

Your support service team can help you place and pay for your classifieds notice over the phone, 8.30am to 5pm Monday to Friday and 1.30 to 5pm on weekends.

You can also take advantage of our self-service system via advertisers.com.au at any time. 

Mr Caulfield said he trusted the Australian public would be pleased with the decision to bring the classifieds call centre back on to Australian soil.

He looked forward to this next chapter and to ongoing customer feedback for continued improvement in the service.