Calling it quits: Falling profitability has forced some enterprises to exit the industry

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...read more.

Industry Statistics & Market Size
Revenue
$281m
Annual Growth 14-19
-0.2%
Forecast Growth 19-24
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Profit
x.x%lock
Employment
3,076
Businesses
75
Market Share of Companies

Industry Threats & Opportunities

  • Positive consumer sentiment has driven demand growth for the industry's services over the period
  • The growing adoption of online distribution channels has boosted industry demand
  • More companies are forecast to engage with their customers via digital channels

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    Industry Report - Industry Key Buyers Chapter

    The Call Centre Operation industry exhibits low market share concentration, with the four largest operators expected to account for less than 20% of industry revenue in 2018-19. The industry is fragmented and only contains one major player, Probe. The industry is characterised by many small-scale players that provide outsourced call centre services. Most industry operators have one establishment, and the average revenue for industry establishments is expected to be under $4.0 million in 2018-19. The industry's market share concentration has remained at a low level over the past five years...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:

  • Provision of superior after sales service
  • Having a large supply contract
  • Ability to quickly adopt new technology

    • IBISWorld analysts also discuss how external factors such as Demand from online shopping and Business confidence index 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 in New Zealand Industry?

    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
  • Customer service
  • Telemarketing
  • Technical assistance
  • Other services
    • Industry Activities
  • Telephone call centre operation
  • Telephone answering services
  • Voice mailbox services
  • Telemarketing services
  • Telephone message delivery 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 online shopping
  • Business confidence index
  • Trade-weighted index
  • Consumer sentiment index

    • Current Performance
  • Market trends
  • Industry profitability and structure
  • Overseas competition
  • Chart: Revenue Growth

    • Industry Outlook
  • Market trends
  • Industry profitability and structure
  • External competition
  • 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
  • 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
  • Customer service
  • Telemarketing
  • Other services
  • Technical assistance
  • Chart: Call Centre Operation Industry Products and Services Segmentation

    • Demand Determinants
    Major Markets
  • Media industries
  • 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 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
    Barriers to Entry
  • Table: Barrier to Entry Checklist for the Call Centre Operation Industry

    • Industry Globalization

    Major Companies

    Probe Contact Solutions New Zealand Limited,
  • Table: Probe Contact Solutions New Zealand 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

    Chatbots
  • Computer programs that simulate human conversation via machine-learning software (artificial intelligence).
    • Cold Calling
  • Calling a consumer without a prior appointment, which is usually conducted by telemarketers.
    • Voice Over Internet Protocol (Voip) Systems
  • VoIP systems transmit voice calls and multimedia content over the internet.
    • What Our Customers Say
    Why buy this report?

    IBISWorld’s Call Centre Operation in New Zealand market research report can be used to help you: understand market size and growth potential; major companies; draft business plans and pitch books; and conduct benchmarking and SWOT analysis. Our industry analysis highlights macro industry trends in the overall sector and micro trends faced by companies that do business in the industry. The industry report also provides key industry statistics and 5-year forecasts to anticipate future industry prospects so you can decide with confidence.

    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 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

    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 in New Zealand, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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