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Shareholder Review
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    Introduction
    About Salmat
    Chairmans Message
    Joint Managing Directors Report
    Review of Operations
    BusinessForce
    SalesForce
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    Corporate Responsibility Report
    Board of Directors
    Corporate Directory
Full Financial Report
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    Corporate Governance
    Directors Report
    Auditors Independence Declaration
    Income Statements
    Balance Sheets
    Statements of Recognised Income and Expense
    Cash Flow Statements
    Notes to the Financial Statements
    Directors Declaration
    Independent Auditors Report
    Independent Auditors Report
    Shareholder Information

SalesForce

SalesForce maintains a leading share in its traditional
markets while diversifying into new technologies and
geographical regions.

The year in review
It’s been an exciting year for
SalesForce, with considerable
growth – albeit from a small
base – in all emerging
technology businesses, and
solid results in the traditional
contact centre and direct
sales divisions.
Good performance
Key contract wins and
extensions were achieved across
the division in 2008, in contact
centres, direct sales, e-Learning
and speech recognition services.
Call volumes and seat utilisation
efficiency both improved in the
contact centre business. By
and large, new wins were
categorised as sustainable
business rather than one-off
spot work.
New channel and category
growth was achieved in the
direct sales area, as additional
business was secured in direct
wine marketing, home delivery
and consumer marketing. This
complemented steady growth
from its mainstream channels
of home entertainment,
telecommunications and
utilities. Importantly, this
growth was achieved without
a commensurate increase in
fixed overheads.
Our e-Learning division
achieved outstanding year on
year revenue growth through a
number of new clients – both in
Australia and overseas – thoughthis remains an emerging
business venture within
the portfolio.
In the exciting field of speech
recognition services, significant
new wins contributed to strong
revenue and EBITA growth in
our VeCommerce business.
Demand continues to increase
for voice self service and
biometric voice applications
across a range of industries.
Strengthening the portfolio
Over the past twelve months,
the SalesForce division has
continued to extend its
presence and develop new
capabilities that will help secure
sustainable future revenue.
Extra seat capacity added
following a peak in contact
centre utilisation the previous
year enabled better
responsiveness to seasonal
demand in 2008.
Salmat successfully launched
a new 150 seat facility
in Kuala Lumpur in
December 2007, re-establishing
a presence in the region. We
also rolled out the @Home
contact centre model during
the year, growing to 350
contractors and achieving
profitability within the first five
months of operation. These
new ventures complement
Salmat’s traditional contact
centre business by offering
clients an increased range
of options for different needs.
The direct sales division
reinforced its market leadership
in this segment, with continued
investment in program
leadership management
and support services, as well
as growth in some of our
newer segments such as
business-to-business field sales.