Call Centre Operation in New Zealand - Market Research Report

Call Centre Operation industry trends (2014-2019)

poll Average industry growth 2014–2019: -0.2%

Positive consumer sentiment and largely positive business confidence have driven demand growth for the Call Centre Operation industry's services over the past five years, with more companies outsourcing their B2B and B2C telecommunications functions to industry operators. The rise in online trading activity has prompted client businesses to augment their internet-based products and services with access to real-time agents over the phone. However, strong international competition from call centres in Asia, particularly from the Philippines and India, have negatively affected the industry over the period. This intense external competition has forced industry operators to offer lower prices to remain price-competitive against these overseas firms, which...
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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.

The Call Centre Operation industry is projected to perform well over the next five years. Revenue volatility is anticipated to decline over the period as demand for industry services stabilises. More companies in New Zealand are forecast to outsource their BXB and BXC telecommunications functions to industry operators, particularly those that can engage with their customers via online channels. The threat of client businesses outsourcing their call centre operations to overseas competitors will likely weaken over the period due to a projected decline in the trade-weighted index and a growing preference among New Zealanders to speak with New Zealand-based agents and advisers. However, industry operators are likely to face growing competition from exte...
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Call Centre Operation industry statistics

  • attach_money Market Size: $281m
  • business Number of Businesses: 84
  • poll Average Industry Profit Margin: x.x%
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  • supervisor_account Industry Employment: 3,076

Biggest companies in the Call Centre Operation industry

The companies holding the largest market share in the Call Centre Operation in New Zealand industry include Probe Contact Solutions New Zealand Limited.

  • pie_chart Probe Contact Solutions New Zealand Limited Market Share: x.x%
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What is Call Centre Operation industry?

Industry Definition

Industry operators primarily answer telephone calls and relay messages to clients and/or provide telemarketing services on a contract or fee basis for others. Companies involved in telemarketing services do not own the product or own the service they represent.

Industry Products and Services

  • Customer service
  • Telemarketing
  • Technical assistance
  • Other services
  • All Others

Industry Activities

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

Market research report - table of contents

Industry Definition

Industry operators primarily answer telephone calls and relay messages to clients and/or provide telemarketing services on a contract or fee basis for others. Companies involved in telemarketing services do not own the product or own the service they represent.

Main Activities

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

Similar Industries

Additional Resources

Industry Statistics Snapshot

Industry Structure

Executive Summary

Key External Drivers

An increasing proportion of New Zealand businesses have been introducing online distribution channels for their products and services over the past decade...
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Demand from online shopping
Business confidence index
Trade-weighted index
Consumer sentiment index

Current Performance

Industry profitability and structure
Overseas competition
 Chart: Revenue Growth

Industry Outlook

Industry profitability and structure
External competition
 Table: Call Centre Operation in New Zealand - Market Research Report Industry Revenue Outlook

Industry Life Cycle

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

Supply Chain

Key Buying Industries

Clothing Retailing in New Zealand
Banking in New Zealand
Non-Banks and Other Financial Institutions in New Zealand
Wireless Telecommunications Carriers in New Zealand
Computer and Computer Peripheral Retailing in New Zealand


Key Selling Industries

Computer and Computer Peripheral Wholesaling in New Zealand
Telecommunications Goods Wholesaling in New Zealand





Products & Services

Players in the Call Centre Operation industry provide a range of services to downstream clients. These include customer service, telemarketing, technical ...
Government, education and health industries
Telecommunications and utility industries
Hospitality, tourism and entertainment industries
Finance, banking and insurance industries
Other industries

Demand Determinants

Several factors influence demand for call centre operators. These include the performance of businesses across the economy, consumer economic trends, onli...
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Major Markets

Government, education and health industries
Telecommunications and utility industries
Hospitality, tourism and entertainment industries
Finance, banking and insurance industries
Other industries


 Chart: Major Market Segmentation for the Call Centre Operation in New Zealand - Market Research Report Industry

International Trade

Business Locations

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

Market Share Concentration

The Call Centre Operation industry exhibits low market share concentration, with the four largest operators expected to account for less than 20% of indus...
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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 New Zealand - Market Research Report

Basis of Competition

Internal competition
External competition

Barriers to Entry

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

Industry Globalization

Probe Contact Solutions New Zealand Limited is the local subsidiary of Probe Group Pty Ltd, a business process outsourcing provider that is based in Austr...
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Probe Contact Solutions

 Table: Probe Contact Solutions - financial performance

Capital Intensity

The Call Centre Operation industry is categorised by a low level of capital intensity. For every dollar spent on wages in 2018-19, an estimated $0.02 will...
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 Chart: Level of Capital Intensity for the Call Centre Operation in New Zealand - 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 New Zealand 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 New Zealand:

  • 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 New Zealand 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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