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Call Centre Operation in New Zealand Industry Data and Analysis
The Call Centre Operation industry has grappled with mostly dwindling demand over the past few years. Periods of 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 call centre operators to offer lower prices to remain price-competitive against these overseas firms, significantly lowering the revenue received per client. Moreover, the New Zealand dollar has appreciated in recent years, exacerbating competitive pressure from overseas call centres. Even so, 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.
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What's included in this industry analysis
IBISWorld's research coverage on the Call Centre Operation industry in New Zealand includes market sizing, forecasting, data and analysis from 2015-2030. The most recent publication was released July 2025.
About this industry
What's this industry report about?
The Call Centre Operation industry in New Zealand operates under the ANZSIC industry code N7294NZ. 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. Related terms covered in the Call Centre Operation industry in New Zealand include voice over internet protocol (voip), cold calling, chatbot and computer telephony integration (cti).
What's included in this industry?
Products and services covered in Call Centre Operation industry in New Zealand include Customer service, Telemarketing and Technical assistance.
What companies are included in this industry?
Companies covered in the Call Centre Operation industry in New Zealand include Datacom and Probe Group New Zealand.
Performance
What's included in the Performance chapter?
The Performance chapter covers detailed analysis, datasets, detailed current performance, sources of volatility and an outlook with forecasts for the Call Centre Operation industry in New Zealand.
Questions answered in this chapter include what's driving current industry performance, what influences industry volatility, how do successful businesses overcome volatility, what's driving the industry outlook. This analysis is supported with data and statistics on industry revenues, costs, profits, businesses and employees.
Products & Markets
What's included in the Products and Markets chapter?
The Products and Markets chapter covers detailed products and service segmentation and analysis of major markets for the for the Call Centre Operation industry in New Zealand.
Questions answered in this chapter include how are the industry's products and services performing, what are innovations in industry products and services, what products or services do successful businesses offer and what's influencing demand from the industry's markets. This includes data and statistics on industry revenues by product and service segmentation and major markets.
Geographic Breakdown
What's included in the Geographic Breakdown chapter?
The Geographic Breakdown chapter covers detailed analysis and datasets on regional performance of the Call Centre Operation industry in New Zealand.
Questions answered in this chapter include where are industry businesses located and how do businesses use location to their advantage. This includes data and statistics on industry revenues by location.
Competitive Forces
What's included in the Competitive Forces chapter?
The Competitive Forces chapter covers the concentration, barriers to entry and supplier and buyer profiles in the Call Centre Operation industry in New Zealand. This includes data and statistics on industry market share concentration, barriers to entry, substitute products and buyer & supplier power.
Questions answered in this chapter include what impacts the industry's market share concentration, how do successful businesses handle concentration, what challenges do potential industry entrants face, how can potential entrants overcome barriers to entry, what are substitutes for industry services, how do successful businesses compete with substitutes and what power do buyers and suppliers have over the industry and how do successful businesses manage buyer & supplier power.
Companies
What's included in the Companies chapter?
The Companies chapter covers Key Takeaways, Market Share and Companies in the Call Centre Operation industry in New Zealand. This includes data and analysis on companies operating in the industry that hold a market share greater than 5%.
Questions answered in this chapter include what companies have a meaningful market share and how each company is performing.
External Environment
What's included in the External Environment chapter?
The External Environment chapter covers Key Takeaways, External Drivers, Regulation & Policy and Assistance in the Call Centre Operation industry in New Zealand. This includes data and statistics on factors impacting industry revenue such as economic indicators, regulation, policy and assistance programs.
Questions answered in this chapter include what demographic and macroeconomic factors impact the industry, what regulations impact the industry, what assistance is available to this industry.
Financial Benchmarks
What's included in the Financial Benchmarks chapter?
The Financial Benchmarks chapter covers Key Takeaways, Cost Structure, Financial Ratios, Valuation Multiples and Key Ratios in the Call Centre Operation industry in New Zealand. This includes financial data and statistics on industry performance including key cost inputs, profitability, key financial ratios and enterprise value multiples.
Questions answered in this chapter include what trends impact industry costs and how financial ratios have changed overtime.
Industry Data
What's included in the Industry Data chapter?
The Industry Data chapter includes 10 years of historical data with 5 years of forecast data covering statistics like revenue, industry value add, establishments, enterprises, employment and wages in the Call Centre Operation industry in New Zealand.
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Frequently Asked Questions
What is the market size of the Call Centre Operation industry in New Zealand in 2026?
The market size of the Call Centre Operation industry in New Zealand is $191.0m in 2026.
How many businesses are there in the Call Centre Operation industry in New Zealand in 2025?
There are 75 businesses in the Call Centre Operation industry in New Zealand, which has grown at a CAGR of 0.8 % between 2020 and 2025.
How may import tariffs affect the Call Centre Operation industry in New Zealand?
The Call Centre Operation industry in New Zealand is unlikely to be materially impacted by import tariffs with imports accounting for a low share of industry revenue.
How may export tariffs affect the Call Centre Operation industry in New Zealand?
The Call Centre Operation industry in New Zealand is unlikely to be materially impacted by export tariffs with exports accounting for a low share of industry revenue.
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 6.2 % between 2020 and 2025.
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 industry in New Zealand?
The biggest companies operating in the Call Centre Operation industry in New Zealand are Datacom and Probe Group New Zealand
What does the Call Centre Operation industry in New Zealand include?
Customer service and Telemarketing are part of the Call Centre Operation industry in New Zealand.
Which companies have the highest market share in the Call Centre Operation industry in New Zealand?
The company holding the most market share in the Call Centre Operation industry in New Zealand is Datacom.
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.
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