Call Centre Operation in New Zealand - Market Research Report (2014-2029)
Melbourne, Australia
Last Updated: May 2024
ANZSIC N7294NZRevenue
$207.3m
Past 5-Year Growth
Profit
$XX.Xm
Employees
2,633
Businesses
84
Wages
$XXX.Xm
Call Centre Operation in New Zealand industry analysis
The Call Centre Operation industry has grappled with mostly dwindling demand over the past few years. Negative business confidence and mounting competition have contributed to industry slumps. Call centre operators have faced intense price competition from call centres in Asia, particularly from the Philippines and India. This intense external competition has forced industry operators to offer lower prices to remain price-competitive against these overseas firms, significantly lowering the revenue received per client. Even so, the New Zealand dollar has depreciated recently, allowing domestic call centres to remain somewhat 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.
Trends and Insights
- As business confidence sank, uncertainty rose, reducing customer and technical services. The COVID-19 pandemic isolated people, causing rises in demand for call centres, offsetting revenue declines.
- COVID-19 pandemic restrictions boost the level of call centre support for customers of technology wholesalers. Customers need technical assistance over the phone when physical boundaries are set.
- Call centre operations work best in big cities where there is a large proportion of New Zealand businesses and an even bigger population.
- Cost leaders in international markets pose a threat to domestic operators as companies reduce outsourcing call operations in New Zealand. This threatens call centre operation expansion in New Zealand.
Industry Overview
Market size and recent performance (2014-2029)
Industry revenue has declined at a CAGR of 7.9 % over the past five years, to reach an estimated $207.3m in 2024.
Trends and Insights
Various factors have influenced the demand for call centre services
- Client businesses are more likely to outsource parts of their operations, including B2B and B2C telecommunications, when optimistic about their current financial position.
- Additional trends and insights available with purchase
Source: IBISWorld
Industry outlook (2024-2029)
Market size is projected to grow over the next five years.
Trends and Insights
Digital transitions and a positive consumer sentiment provide a rosy outlook
- Downstream markets are projected to outsource more of their inbound and outbound telecommunications functions as a cost-saving measure over the coming years.
Biggest companies in the Call Centre Operation in New Zealand
| Company | Market Share (%)
2025 | Revenue ($m)
2025 |
|---|---|---|
Probe Contact Solutions | 40.2 | |
Datacom Group | 23.7 |
To view the market share and analysis for all 2 top companies in this industry, view purchase options.
Products & Services Segmentation
Source: IBISWorld
Industry revenue is measured across several distinct product and services lines, including Customer service, Telemarketing and Technical assistance. Customer service is the largest segment of the Call Centre Operation in New Zealand.
Trends and Insights
Online chat-bots are encroaching on demand for customer services
- Customer service accounts for the largest share of industry revenue. Many companies across the New Zealand economy outsource customer service to call centres to improve customer relations.
- More insights available in the full report
Widen you competitive advantage with related industries
Competitors
- Computer System Design Services in New Zealand
- Consulting Services in New Zealand
Complementors
- Advertising and Market Research Services in New Zealand
- Employment Placement and Recruitment Services in New Zealand
- Temporary Staff Services in New Zealand
- Office Administration and Document Preparation Services in New Zealand
International industries
- Telemarketing & Call Centers in the US
- Customer Care Centers in the US
- Telemarketing & Call Centres in Canada
- Call Centre Operation in Australia
- Call Centres in the UK
Table of Contents
About this industry
Industry definition
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.
What's included in this industry?
Customer serviceTelemarketingTechnical assistanceOther servicesCompanies
Probe Contact SolutionsDatacom GroupPurchase this report to view all 2 major companies in this industry.
Related Terms
VOICE OVER INTERNET PROTOCOL (VOIP)COLD CALLINGCHATBOTCOMPUTER TELEPHONY INTEGRATION (CTI)Industry Code
ANZSIC 7294 - Call Centre Operation in New Zealand
Performance
Get an indication of the industry's health through historical, current and forward-looking trends in the performance indicators that make or break businesses.
Analyst insights
As business confidence sank, uncertainty rose, reducing customer and technical services. The COVID-19 pandemic isolated people, causing rises in demand for call centres, offs...
In this chapter (4)
- Current Performance
- Outlook
- Volatility
- Life Cycle
Key metrics
- Annual Revenue, Recent Growth, Forecast, Revenue Volatility
- Number of Employees, Recent Growth, Forecast, Employees per Business, Revenue per Employee
- Number of Businesses, Recent Growth, Forecast, Employees per Business, Revenue per Business
- Total Profit, Profit Margin, Profit per Business
Charts
- Revenue, including historical (2014-2023) and forecast (2024-2029)
- Employees, including historical (2014-2023) and forecast (2024-2029)
- Businesses, including historical (2014-2023) and forecast (2024-2029)
- Profit, including historical (2014-2024)
- Industry Volatility vs. Revenue Growth
- Industry Life Cycle
Detailed analysis
- Trends in supply, demand and current events that are driving current industry performance
- Expected trends, economic factors and ongoing events that drive the industry's outlook
- Key success factors for businesses to overcome volatility
- How contribution to GDP, industry saturation, innovation, consolidation, and technology and systems influence the industry's life cycle phase.
Products and Markets
Learn about an industry's products and services, markets and trends in international trade.
Analyst insight
COVID-19 pandemic restrictions boost the level of call centre support for customers of technology wholesalers. Customers need technical assistance over the phone when physica...
In this chapter
- Products & Services
- Major Markets
Key metrics
- Largest market segment and value in 2024
- Product innovation level
Charts
- Products & services segmentation in 2024
- Major market segmentation in 2024
Detailed analysis
- Trends impacting the recent performance of the industry's various segments
- Innovations in the industry's product or service offering, specialization or delivery method
- Key factors that successful businesses consider in their offerings
- Buying segments and key trends influencing demand for industry products and services
Geographic Breakdown
Discover where business activity is most concentrated in an industry and the factors driving these trends to find opportunities and conduct regional benchmarking.
Analyst insights
Call centre operations work best in big cities where there is a large proportion of New Zealand businesses and an even bigger population.
In this chapter (1)
- Business Locations
Charts
- Share of revenue, establishment, wages and employment in each region
- Share of population compared to establishments in each region in 2024
Tables
- Number and share of establishments in each region in 2024
- Number and share of revenue each region accounts for in 2024
- Number and share of wages each region accounts for in 2024
- Number and share of employees in each region in 2024
Detailed analysis
- Geographic spread of the industry across Asia Pacific, and trends associated with changes in the business landscape
- Key success factors for businesses to use location to their advantage
Competitive Forces
Get data and insights on what's driving competition in an industry and the challenges industry operators and new entrants may face, with analysis built around Porter's Five Forces framework.
Analyst insights
Cost leaders in international markets pose a threat to domestic operators as companies reduce outsourcing call operations in New Zealand. This threatens call centre operation...
In this chapter (4)
- Concentration
- Barriers to Entry
- Substitutes
- Buyer & Supplier Analysis
Key metrics
- Industry concentration level
- Industry competition level and trend
- Barriers to entry level and trend
- Substitutes level and trend
- Buyer power level and trend
- Supplier power level and trend
Charts
- Market share concentration among the top 4 suppliers from 2019-2024
- Supply chain including upstream supplying industries and downstream buying industries, flow chart
Detailed analysis
- Factors impacting the industry’s level of concentration, such as business distribution, new entrants, or merger and acquisition activity.
- Key success factors for businesses to manage the competitive environment of the industry.
- Challenges that potential industry entrants face such as legal, start-up costs, differentiation, labor/capital intensity and capital expenses.
- Key success factors for potential entrants to overcome barriers to entry.
- Competitive threats from potential substitutes for the industry’s own products and services.
- Key success factors for how successful businesses can compete with substitutes.
- Advantages that buyers have to keep favorable purchasing conditions.
- Advantages that suppliers have to maintain favorable selling conditions.
- Key success factors for how businesses can navigate buyer and supplier power.
Companies
Learn about the performance of the top companies in the industry.
Analyst insights
Recent mergers and acquisitions confirm Datacom Group’s status as the most dominant call centre operator in New Zealand.
In this chapter
- Market Share Concentration
- Companies
- Company Spotlights
Charts
- Industry market share by company in 2020 through 2024
- Major companies in the industry, including market share, revenue, profit and profit margin in 2024
- Overview of Probe Contact Solutions's performance by revenue, market share and profit margin from 2018 through 2024
- Overview of Datacom Group's performance by revenue, market share and profit margin from 2018 through 2024
Detailed analysis
- Description and key data for Probe Contact Solutions, and factors influencing its performance in the industry
- Description and key data for Datacom Group, and factors influencing its performance in the industry
External Environment
Understand the demographic, economic and regulatory factors that shape how businesses in an industry perform.
Analyst insights
The Do Not Call service diminishes the database of contacts an operator can reach, limiting call centre capabilities.
In this chapter
- External Drivers
- Regulation & Policy
- Assistance
Key metrics
- Regulation & policy level and trend
- Assistance level and trend
Charts
- Regulation & Policy historical data and forecast (2014-2029)
- Assistance historical data and forecast (2014-2029)
Detailed analysis
- Demographic and macroeconomic factors influencing the industry, including Regulation & Policy and Assistance
- Major types of regulations, regulatory bodies, industry standards or specific regulations impacting requirements for industry operators
- Key governmental and non-governmental groups or policies that may provide some relief for industry operators.
Financial Benchmarks
View average costs for industry operators and compare financial data against an industry's financial benchmarks over time.
Analyst insights
Newly automated call centre technologies adopting artificial intelligence reduce wage costs because it is a substitute for human capabilities. Consequently, employee numbers ...
In this chapter
- Cost Structure
- Financial Ratios
- Key Ratios
Key metrics
- Profit margin, and how it compares to the sector-wide margin
- Average wages, and how it compares to the sector-wide average wage
- Largest cost component as a percentage of revenue
- Industry average ratios for days' receivables, industry coverage and debt-to-net-worth ratio
Charts
- Average industry operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Average sector operating costs as a share of revenue, including purchases, wages, depreciation, utilities, rent, other costs and profit in 2024
- Investment vs. share of economy
Data tables
- Cash Flow & Debt Service Ratios (2014-2029)
- Revenue per Employee (2014-2029)
- Revenue per Enterprise (2014-2029)
- Employees per Establishment (2014-2029)
- Employees per Enterprise (2014-2029)
- Average Wage (2014-2029)
- Wages/Revenue (2014-2029)
- Establishments per Enterprise (2014-2029)
- IVA/Revenue (2014-2029)
- Imports/Demand (2014-2029)
- Exports/Revenue (2014-2029)
Detailed analysis
- Trends in the cost component for industry operators and their impact on industry costs and profitability
Key Statistics
Industry Data
Data Tables
Including values and annual change:
- Revenue (2014-2029)
- IVA (2014-2029)
- Establishments (2014-2029)
- Enterprises (2014-2029)
- Employment (2014-2029)
- Exports (2014-2029)
- Imports (2014-2029)
- Wages (2014-2029)
Methodology
How are IBISWorld reports created?
IBISWorld has been a leading provider of trusted industry research for over 50 years to the most successful companies worldwide. With offices in Australia, the United States, the United Kingdom, Germany and China, we are proud to have local teams of analysts that conduct research, data analysis and forecasting to produce data-driven industry reports.
Our analysts start with official, verified and publicly available sources of data to build the most accurate picture of each industry. Analysts then leverage their expertise and knowledge of the local markets to synthesize trends into digestible content for IBISWorld readers. Finally, each report is reviewed by one of IBISWorld’s editors, who provide quality assurance to ensure accuracy and readability.
IBISWorld relies on human-verified data and human-written analysis to compile each standard industry report. We do not use generative AI tools to write insights, although members can choose to leverage AI-based tools within the platform to generate additional analysis formats.
What data sources do IBISWorld analysts use?
Each industry report incorporates data and research from government databases, industry-specific sources, industry contacts, and our own proprietary database of statistics and analysis to provide balanced, independent and accurate insights.
Key data sources in New Zealand include:
- Statistics New Zealand
- New Zealand Company Register
- Ministry of Business, Innovation & Employment
Analysts also use industry specific sources to complement catch-all sources, although their perspective may focus on a particular organization or representative body, rather than a clear overview of all industry operations. However, when balanced against other perspectives, industry-specific sources provide insights into industry trends.
These sources include:
- Industry and trade associations
- Industry federations or regulators
- Major industry players annual or quarterly filings
Finally, IBISWorld’s global data scientists maintain a proprietary database of macroeconomic and demand drivers, which our analysts use to help inform industry data and trends. They also maintain a database of statistics and analysis on thousands of industries, which has been built over our more than 50-year history and offers comprehensive insights into long-term trends.
How does IBISWorld forecast its data?
IBISWorld’s analysts and data scientists use the sources above to create forecasts for our proprietary datasets and industry statistics. Depending on the dataset, they may use regression analysis, multivariate analysis, time-series analysis or exponential smoothing techniques to project future data for the industry or driver. Additionally, analysts will leverage their local knowledge of industry operating and regulatory conditions to impart their best judgment on the forecast model.
IBISWorld prides itself on being a trusted, independent source of data, with over 50 years of experience building and maintaining rich datasets and forecasting tools. We are proud to be the keystone source of industry information for thousands of companies across the world.
Learn more about our methodology and data sourcing on the Help Center.
Frequently Asked Questions
Unlock comprehensive answers and precise data upon purchase. View purchase options.
What is the market size of the Call Centre Operation industry in New Zealand in 2024?
The market size of the Call Centre Operation industry in New Zealand is $207.3m in 2024.
How many businesses are there in the Call Centre Operation in New Zealand industry in 2024?
There are 84 businesses in the Call Centre Operation industry in New Zealand, which has declined at a CAGR of 0.0 % between 2019 and 2024.
Has the Call Centre Operation industry in New Zealand grown or declined over the past 5 years?
The market size of the Call Centre Operation industry in New Zealand has been declining at a CAGR of 7.9 % between 2019 and 2024.
What is the forecast growth of the Call Centre Operation industry in New Zealand over the next 5 years?
Over the next five years, the Call Centre Operation industry in New Zealand is expected to grow.
What are the biggest companies in the Call Centre Operation market in New Zealand?
The biggest companies operating in the Call Centre Operation market in New Zealand are Probe Contact Solutions and Datacom Group
What does the Call Centre Operation in New Zealand include?
Customer service and Telemarketing are part of the Call Centre Operation industry.
Which companies have the highest market share in the Call Centre Operation in New Zealand?
The company holding the most market share in New Zealand is Probe Contact Solutions.
How competitive is the Call Centre Operation industry in New Zealand?
The level of competition is moderate and steady in the Call Centre Operation industry in New Zealand.
