Call Centre Operation in Australia - Industry Market Research Report
Description
Call Centre Operation in Australia
The Call Centre Operation industry has performed moderately well over the past few years, stemming from strong demand growth in some years, mixed demand for services and information associated with the COVID-19 pandemic, and intensifying competition from offshore operators. While some client businesses outsourced their marketing, information and customer interaction services to call centres in countries like India and the Philippines, others have brought these call centre services back to Australia because of concerns about language barriers and customer interaction. Call centres in low-cost countries operate with far lower labour and overhead costs, and these cost savings can be passed on to Australian client businesses through lower prices.
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.
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.
The Call Centre Operation industry has performed moderately well over the past few years, stemming from strong demand growth in some years, mixed demand for services and information associated with the COVID-19 pandemic, and intensifying competition from offshore operators. While some client businesses outsourced their marketing, information and customer interaction services to call centres in countries like India and the Philippines, others have brought these call centre services back to Australia because of concerns about language barriers and customer interaction. Call centres in low-cost countries operate with far lower labour and overhead costs, and these cost savings can be passed on to Australian client businesses through lower prices.
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.
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.
Table of Contents
45 Pages
ABOUT THIS INDUSTRY
Industry Definition
Main Activities
Similar Industries
Additional Resources
INDUSTRY AT A GLANCE
INDUSTRY PERFORMANCE
Executive Summary
Key External Drivers
Current Performance
Industry Outlook
Industry Life Cycle
PRODUCTS & MARKETS
Supply Chain
Products & Services
Demand Determinants
Major Markets
International Trade
Business Locations
COMPETITIVE LANDSCAPE
Market Share Concentration
Key Success Factors
Cost Structure Benchmarks
Basis of Competition
Barriers to Entry
Industry Globalization
MAJOR COMPANIES
OPERATING CONDITIONS
Capital Intensity
Technology & Systems
Revenue Volatility
Regulation & Policy
Industry Assistance
KEY STATISTICS
Industry Data
Annual Change
Key Ratios
JARGON & GLOSSARY
Search Inside Report
Pricing
Currency Rates
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