Call Centre and Customer Service Employment Background Checks in Australia

Australian National Character Check (ANCC) provides nationally coordinated criminal history checks to people working in Australia's call centres.

Check timeframes: 70 percent of the checks are returned to applicants within 24 hours. Results are emailed on the same day they are received. Approximately 30 percent of checks may be referred to one or more police agencies and can take longer than 15 business days or more to be returned, due to the manual nature of this process.

Do you work in HR in an Australian call centre and need background checks for workers? Australian National Character Check (ANCC) provides a streamlined solution for nationally coordinated criminal history checks via our business portal.

Please apply for your nationally coordinated criminal history check via the individual portal here.

If the purpose of the check is for employment, individual applicants should select the “Employment” check category on their application form. If the purpose of the check is for licensing, please select the “Licensing” check category on the application form.

Businesses (call centres) seeking bulk background checks can apply for access to the ANCC Business Portal.

When it comes to customer service, trust is everything. You must be confident that the person on the other end of the line can handle your concerns, provide accurate information, and keep your data safe and secure. But how can you be sure that the person you're speaking to has been thoroughly vetted and doesn't pose a risk to you or your business? That's where call centre and customer service background checks come in.

In Australia, these checks are becoming increasingly important as companies strive to maintain high trust and protect their customers. Let us dive into the world of call centre and customer service employment checks in Australia, where companies take proactive steps to ensure their customers' safety and security. From the latest background-checking technology to rigorous screening processes, you'll discover how companies work to earn and maintain your trust and why these checks are more important now than ever.

An employment background check - also called a nationally coordinated criminal history check (NCCHC) or a background check - is a process where an individual's criminal history is verified. The purpose of a background check is to provide information about an individual's criminal convictions or charges, including any pending orders, and to ensure that the person does not have a history that would disqualify them from certain positions or activities.

Background checks are crucial for call centre and customer service roles because these positions require individuals to have access to sensitive customer information, such as names, addresses, phone numbers, and financial details. In addition, call centre and customer service representatives are often the first contact points for customers with complaints, issues, or concerns. They are expected to handle these situations professionally and empathetically.

By conducting the checks, companies can ensure that the individuals they hire for these positions have no criminal history that could pose a risk to their customers or the company itself. This is especially important for companies that work with vulnerable populations, such as children or older people, and those that handle sensitive financial or personal information. A crime check can reveal any criminal convictions or charges, including fraud, theft, or violence, which could indicate a risk to the safety and security of the company's customers or operations.

Overall, background checks help companies maintain a high level of trust with their customers, protect their reputation, and ensure that they hire qualified, trustworthy, and capable of providing exceptional customer service.

Here's the process for obtaining a call centre and customer service background check:

You can apply for the check by filling out an online application form with crucial information like your name, address, date of birth, the check's purpose and more. You'll also have to upload three identification documents, including:

You'll also need to upload three identification documents as part of the process. They include the following:

• ✔ One commencement of ID document
• ✔ One primary use in community document
• ✔ One secondary use in community documents

You must also pay the application fee before your check application is processed. The cost of a check depends on your background check provider.

After submission, your check provider will examine your application documents to ensure their validity.

The system they use runs a name-matching algorithm to pull out a potential match from its databases and returns a 'no disclosable court outcome (NDCO)' if it doesn't find one. But if the system encounters a possible match, it forwards it to manual verification. Here, they verify that those criminal records belong to the applicant. If that's the case, they then apply the spent conviction legislation to determine which records are releasable before sending the final result to the check provider.

Your background check provider will notify you once they receive the check result.

This can vary depending on the agency conducting the check and the individual's criminal history. However, most employment checks in Australia can be completed within a day (if it returns an NDCO) to 15 business days (if it undergoes manual verification).

No. It is illegal for potential employers to carry out a background check without informed consent. Informed consent means they must explain how the check result will be used before seeking the applicant's permission.

While there is no standard timeframe for a check's validity, organizations set one based on operational requirements and risk assessment.

This varies depending on the company and the specific role. However, criminal convictions or charges related to fraud, theft, or violence could indicate a risk to the safety and security of the company's customers or operations.

ANCC provides streamlined and affordable employment check services to professionals across diverse industries, including call centres and customer service. We have two central platforms depending on your unique needs:

Are you looking to work in a call centre or as a customer service rep? You need a background check for your application. With ANCC, you can seamlessly order and track your check application in real-time. Give us a try today!

HR managers looking to hire for call centres or customer service roles can now rely on ANCC's business portal for a fantastic experience. Our business portal helps you manage bulk background check applications in real-time, ensuring you make the best hiring decisions. Set up a business account today to get started - it only takes minutes!