On call: Increased value-added services have supported industry revenue growth

The Call Centre Operation industry has performed well over the past five years, despite intensifying competition from offshore operators. Many client businesses have been outsourcing their marketing, information and customer interaction services to offshore call centres, particularly in countries such as India and the Philippines. Offshore firms in these countries generally operate with far lower labour and overhead costs, and these cost savings can be passed on to Australian client businesses in the form of lower prices.However, a large number of local businesses and government agencies continue to use domestic call centre services. An emphasis on high-quality and value-added services has benefited industry participants over the past five years...read more.

Industry Statistics & Market Size
Annual Growth 13-18
Forecast Growth 18-23
Market Share of Companies

Industry Threats & Opportunities

  • Industry firms have benefited from greater demand for quality local call centre services
  • Revenue is influenced by demand, business confidence and consumer sentiment
  • Total business profit and business process outsourcing are forecast to increase steadily
  • Industry Report - Industry Investment Chapter

    A low level of capital intensity characterises the industry. For each dollar spent as wages in 2017-18, just $0.07 is projected to be invested in capital. The capital intensity level has increased over the past five years, due to increased investment in automated calling technology and telecommunications systems. Call centres in Australia are highly labour-intensive, and major companies rely heavily on experienced and skilled employees. Wages are anticipated to account for almost 60% of total revenue in the current year. Call centres tend to have moderate capital costs, as technology and equipment such as telephones, computers and online databases are used frequently...purchase to read more.

    Additional Insights for the Call Centre Operation Industry

    IBISWorld has determined the most important Key Success Factors for the Call Centre Operation are:

  • Ability to quickly adopt new technology
  • Provision of superior sales service
  • Access to a multi-skilled and flexible workforce
  • IBISWorld analysts also discuss how external factors such as Demand from business process outsourcing in Australia and Total business profit in the Call Centre Operation industry impact industry performance..

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    What's in this report

    What is the Call Centre Operation Industry?

    Industry firms primarily answer telephone calls and relay messages to clients. Companies also provide telemarketing services on a contract or fee basis, which includes promoting products and services, taking orders, soliciting contributions or donations, and providing information to clients. Telemarketing companies do not own the products or provide the services that they represent.

    Industry Products
  • Customer service
  • Sales and customer acquisition
  • Other services
  • Technical assistance
  • Industry Activities
  • Telephone call centre operation
  • Telephone answering services
  • Voice mailbox services
  • Telemarketing services
  • Table of Contents

    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources
    Industry Statistics Snapshot
    Industry Structure
    Executive Summary
    Executive Summary
    Key External Drivers
  • Demand from business process outsourcing in Australia
  • Total business profit
  • Trade-weighted index
  • Business confidence index
  • Consumer sentiment index

  • Current Performance
  • Revenue and profit
  • Offshoring competition
  • Cost savings versus quality
  • Chart: Revenue Growth

  • Industry Outlook
  • Revenue and margins
  • Continued offshoring
  • Key changes
  • Table: Call Centre Operation Industry Revenue Outlook

  • Industry Life Cycle
  • Life cycle reasons
  • Chart: Benchmarking - Call Centre Operation Industry Lifecycle vs The Economy

  • Supply Chains
    Key Buying Industries
  • Retail Trade
  • Accommodation and Food Services
  • Information Media and Telecommunications
  • Financial and Insurance Services

  • Key Selling Industries
  • Computer and Computer Peripheral Wholesaling
  • Office Property Operators
  • Telecommunications and Other Electrical Goods Wholesaling
  • Temporary Staff Services

  • Products & Services
  • Customer service
  • Sales and customer acquisition
  • Technical assistance
  • Other services
  • Chart: Call Centre Operation Industry Products and Services Segmentation

  • Demand Determinants
    Major Markets
  • Professional service and media industries
  • Government, education and health industries
  • Telecommunications and utilities industries
  • Hospitality, tourism and entertainment industries
  • Finance, banking and insurance industries
  • Other markets
  • Chart: Major Market Segmentation for the Call Centre Operation Industry

  • International Trade
    Business Locations
    Chart: Business Locations by State
    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
  • Profit
  • Wages
  • Purchases
  • Depreciation
  • Rent and utilities
  • Other
  • Chart: Cost Structure Benchmarking – Sector vs Call Centre Operation

  • Basis of Competition
  • Internal competition
  • External competition

  • Barriers to Entry
  • Table: Barrier to Entry Checklist for the Call Centre Operation Industry

  • Industry Globalization
    Probe Group Pty Ltd, Serco Group Pty Limited,
  • Table: Probe Group Pty Ltd - financial performance
  • Table: Serco Group Pty Limited - financial performance

  • Capital Intensity
  • Chart: Level of Capital Intensity for the Call Centre Operation Industry
  • Chart: Tools of the Trade: Growth Strategies for Success

  • Technology & Systems
    Revenue Volatility
  • Chart: Volatility vs Industry Growth

  • Regulation & Policy
    Industry Assistance
    Table: Industry Data for the Call Centre Operation Industry
  • Industry Revenue (2009-2023)
  • Industry Gross Product (2009-2023)
  • Establishments (2009-2023)
  • Businesses (2009-2023)
  • Employment (2009-2023)
  • Wages (2009-2023)

  • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data
    Cloud Computing
  • The connection and storage of data and information for a large number of users across a network.
  • Cross-Sell
  • The process of selling an additional product or service to an existing customer.
  • Offshoring
  • Relocating domestic services to overseas countries with cheaper labour costs to service domestic clients.
  • Upsell
  • The process of selling a more expensive product or upgrade to a customer.
  • What Our Customers Say

    Why buy this report?

    The Call Centre Operation market research report provides key industry analysis and industry statistics, measures market size, analyzes current and future industry trends and shows market share for the industry’s largest companies. IBISWorld publishes the largest collection of industry reports so you can see an industry’s supply chain, economic drivers and key buyers and markets.

    IBISWorld industry market research reports enable you to:
    • Find out about key industry trends
    • Identify threats and opportunities
    • Inform your decisions for marketing, strategy and planning
    • Quickly build competitive intelligence
    This report on Call Centre Operation:
    • Provides Market Size information to assist with planning and strategic decisions.
    • Includes the necessary information to perform SWOT, PEST and STEER analysis.
    • Helps you understand market dynamics to give you a deeper understanding of industry competition and the supply chain.
    • Analyses key performance and operational metrics so that you can benchmark against your own business, that of your customers’ businesses, or your competitors’ businesses.
    The Call Centre Operation market research report includes:
    • Historical data and analysis for the key drivers of this industry
    • A five-year forecast of the market and noted trends
    • Detailed research and segmentation for the main products and markets
    • An assessment of the competitive landscape and market shares for major companies
    • And of course, much more

    IBISWorld reports on thousands of industries around the world. Our clients rely on our information and data to stay up-to-date on industry trends across all industries. With this IBISWorld Industry Research Report on Call Centre Operation, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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