The Call Centre Operation industry has struggled over the past five years due to intensifying competition from offshore operators. Many client businesses have been outsourcing their marketing, information and customer interaction services, assisting domestic call centre providers. However, these processes have been increasingly outsourced to offshore call centres rather than domestic ones, particularly in countries such as India and the Philippines. Firms in these countries operate with far lower labour costs and these cost savings can be passed on to Australian client businesses as lower prices.
Firms in this industry primarily answer telephone calls and relay messages to clients. Companies also provide telemarketing services on a contract or fee basis, including promoting products and services, taking orders, soliciting contributions and providing information to clients. Telemarketing companies do not own the products or provide the services that they represent.
The report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecast, growth rates and an analysis of the industry key players and their market shares.