Word on the wire: Industry revenue rises as firms expand their value-added service offerings

The Call Centre Operation industry has performed moderately 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 call centres located offshore, such as in India and the Philippines. Firms located 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, many 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
Revenue
$1bn
Annual Growth 14-19
1.8%
Forecast Growth 19-24
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Profit
x.x%lock
Employment
14,120
Businesses
551
Market Share of Companies

Industry Threats & Opportunities

  • Industry firms have benefited from greater demand for high-quality call centre services
  • Demand for high-quality customer service has led some businesses to re-establish local call centres
  • Total business profit and business process outsourcing are forecast to increase steadily

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    Industry Report - Industry Products Chapter

    Contact and call centres provide a range of direct customer services via phone, online web chats, and other forms of communication. Call centres primarily provide customer service, sales-based services and technical assistance to client organisations and final consumers. The Call Centre Operation industry's services are divided based on the proportion of revenue that each segment generates.Customer serviceCustomer service, or relationship management, is the industry's largest service segment. This segment includes customer care, help desk and customer retention services. This segment has increased as a proportion of industry revenue over the past five years, as operators have competed to maintain and increase customer satisfaction. As ...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

    Industry Products

    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

    About this Industry

    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources

    Industry at a Glance

    Industry Statistics Snapshot
    Industry Structure
    Executive Summary

    Industry Performance

    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
  • Offshore competition
  • Cost savings versus quality
  • Chart: Revenue Growth

    • Industry Outlook
  • Revenue and profit
  • Continued offshoring
  • Technology and automation
  • Table: Call Centre Operation Industry Revenue Outlook

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

    • Products & Markets

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

    Competitive Landscape

    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
  • 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

    Major Companies

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

    • Operating Conditions

    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

    Key Statistics

    Table: Industry Data for the Call Centre Operation Industry
    Includes:
  • Industry Revenue (2010-2024)
  • Industry Gross Product (2010-2024)
  • Establishments (2010-2024)
  • Businesses (2010-2024)
  • Employment (2010-2024)
  • Wages (2010-2024)

    • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data

    Jargon & Glossary

    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?

    IBISWorld’s Call Centre Operation market research report is a comprehensive guide to market size and growth prospects. Our industry reports offer strategic industry analysis of the factors influencing companies, including new product developments, economic, lifestyle and demographic influences, distribution and supply chain factors and pricing issues. Full analysis accompanies our data forecasts to illustrate how the market responds to emerging industry trends.

    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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