Call Centre Operation in Australia - Industry Market Research Report

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.