Call Centre Operation in Australia - Market Research Report

Call Centre Operation industry trends (2014-2019)

poll Average industry growth 2014–2019: 1.6%

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. Concerns regarding l...
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Call Centre Operation industry outlook (2019-2024)

poll Average industry growth 2019-2024: x.xlockPurchase this report or a membership to unlock the average company profit margin for this industry.

Firms in the Call Centre Operation industry are forecast to benefit from rising total business profit and increased demand for value-added services from domestic customers over the next five years. In addition, industry operators are projected to benefit from major Australian businesses continuing to outsource their business processes over the period, as these businesses seek to reduce costs. Furthermore, technological developments will likely benefit industry operators over the next five years, as operators increasingly use digital channels, such as online chat services, to increase productivity. However, industry operators are anticipated to continue facing strong competitive pressure from offshore call centres over the period. Revenue and profit...
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Call Centre Operation industry statistics

  • attach_money Market Size: $1bn
  • business Number of Businesses: 601
  • poll Average Industry Profit Margin: x.x%
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  • supervisor_account Industry Employment: 14,120

Biggest companies in the Call Centre Operation industry

The companies holding the largest market share in the Call Centre Operation in Australia industry include Probe Group Pty Ltd and Serco Group Pty Limited.

  • pie_chart Probe Group Pty Ltd Market Share: x.x%
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  • pie_chart Serco Group Pty Limited Market Share: x.x%
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What is Call Centre Operation industry?

Industry Definition

Industry players wholesale at least three of the following grocery lines: meat, poultry and smallgoods; dairy produce; fish and seafood; fruit and vegetables; liquor or tobacco; and confectionery or soft drinks. Industry players wholesale to a range of downstream markets, including grocery retailers and food-service establishments.

Industry Products and Services

  • Meat, poultry and fish
  • Fruit and vegetables
  • Alcohol and tobacco
  • Bread and cereals
  • Dairy and egg products
  • Other grocery products

Industry Activities

  • Meat, poultry and smallgoods wholesaling
  • Dairy produce wholesaling
  • Fish and seafood wholesaling
  • Fruit and vegetable wholesaling
  • Liquor or tobacco wholesaling
  • Confectionery or soft drink wholesaling

Market research report - table of contents

Industry Definition

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.

Main Activities

  • Telephone call centre operation
  • Telephone answering services
  • Voice mailbox services
  • Telemarketing services

Similar Industries

Additional Resources

Industry Statistics Snapshot

Industry Structure

Executive Summary

Key External Drivers

Businesses outsourcing their marketing, information and customer interaction activities to specialist call centres is a key factor driving industry growth...
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Demand from business process outsourcing in Australia
Total business profit
Trade-weighted index
Business confidence index

Current Performance

Offshore competition
Cost savings versus quality
 Chart: Revenue Growth

Industry Outlook

Continued offshoring
Technology and automation
 Table: Call Centre Operation in Australia - Market Research Report Industry Revenue Outlook

Industry Life Cycle

Life Cycle Reasons
 Chart: Benchmarking - Call Centre Operation in Australia - Market Research Report Industry Lifecycle vs The Economy

Supply Chain

Key Buying Industries

Retail Trade
Accommodation and Food Services
Information Media and Telecommunications
Financial and Insurance Services
Event Promotion and Management Services in Australia


Key Selling Industries

Computer and Computer Peripheral Wholesaling in Australia
Telecommunications and Other Electrical Goods Wholesaling in Australia
Temporary Staff Services in Australia
Office Property Operators in Australia



Products & Services

Contact and call centres provide a range of direct customer services via phone, online web chats, and other forms of communication. Call centres primarily...
Government, education and health industries
Telecommunications and utilities industries
Hospitality, tourism and entertainment industries
Finance, banking and insurance industries
Other markets

Demand Determinants

Industry demand is influenced by business process outsourcing, which occurs when businesses seek third parties to manage their interaction with clients. C...
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Major Markets

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 in Australia - Market Research Report Industry

International Trade

Business Locations

Chart: Business Locations by State Chart: Business Locations by State

Market Share Concentration

The industry is characterised by low market share concentration, with the four largest companies expected to account for less than 30% of total industry r...
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Key Success Factors

Cost Structure Benchmarks

Profit, Purchases, Wages, Other Costs
 Chart: Cost Structure Benchmarking – Sector vs Call Centre Operation in Australia - Market Research Report

Basis of Competition

Internal competition
External competition

Barriers to Entry

 Table: Barriers to Entry Checklist for the Call Centre Operation in Australia - Market Research Report Industry

Industry Globalization

Established in 1979, Probe Group Pty Ltd is a privately owned company that provides business outsourcing services to its client businesses. These services...
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Probe Group

 Table: Probe Group - financial performance

Serco Group

 Table: Serco Group - financial performance

Capital Intensity

The Call Centre Operation industry displays low capital intensity. For each dollar spent on wages in 2018-19, industry operators will invest an estimated ...
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 Chart: Level of Capital Intensity for the Call Centre Operation in Australia - Market Research Report Industry
 Chart: Tools of the Trade: Growth Strategies for Success

Technology & Systems

Revenue Volatility

Chart: Volatility vs Industry Growth Chart: Volatility vs Industry Growth

Regulation & Policy

Industry Assistance

Table: Industry data Table: Industry Data for the Call Centre Operation in Australia Industry

Industry Revenue (2007-2025)
Industry Gross Product (2007-2025)
Establishments (2007-2025)
Businesses (2007-2025)
Employment (2007-2025)
Exports (2007-2025)
Imports (2007-2025)
Wages (2007-2025)
Domestic Demand (2007-2025)

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

Table: Key Ratios for Industry Key Dat Table: Key Ratios for Industry Key Data

Table: Industry Financial Ratios Table: Industry Financial Ratios

Liquidity Ratios
Coverage Ratios
Leverage Ratios
Operating Ratios
Cash Flow & Debt Service Ratios (% of Sales)
Assets, %
Liabilities, %

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Included in Report

  • Industry Financial Ratios
    Industry Financial Ratios
  • Revenue Forecasts
    Revenue Forecasts
  • Historical and Forecast Growth
    Historical and Forecast Growth
  • Industry Market Size
    Industry Market Size
  • Industry Major Players
    Industry Major Players
  • Profitability Analysis
    Profitability Analysis
  • SWOT Analysis
    SWOT Analysis
  • Industry Trends
    Industry Trends
  • Industry Operating Conditions
    Industry Operating Conditions
  • Porter's 5 Forces Analysis
    Porter's 5 Forces Analysis

Why buy this report on the Call Centre Operation industry?

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This report on Call Centre Operation in Australia:

  • 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 in Australia 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

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