Call Centre Operation in New Zealand - Industry Market Research Report

Hanging up: Reduced demand due to COVID-19 business closures has diminished industry revenue

The Call Centre Operation industry has declined due to reduced demand from COVID-19. Industry revenue has decreased to $276.6 million at an annualised 2.8% over the five years to 2022-23. Negative business confidence and mounting competition have also fuelled industry declines. Call centre operators have faced strong price competition from call centres in Asia. However, the New Zealand dollar has depreciated and allowed domestic firms to remain competitive with overseas call centres. Growing online trading activity has also prompted client businesses to augment their internet-based products and services with access to real-time agents over the phone or through web-based chats, supporting demand for call centre operators. Industry operators primarily answer telephone calls and relay messages to clients 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. This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.