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Call Centre Operation in New Zealand - Industry Market Research Report

Publisher IBISWorld
Published Jul 23, 2025
Length 41 Pages
SKU # IBSS20291670

Description

Call Centre Operation in New Zealand

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.

Table of Contents

41 Pages
TABLE OF CONTENTS

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

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