Welcome to Fifth Quadrant and callcentres.net's first news issue for 2012. We are pleased to be back and be bringing you our regular contact centre and service sector news reports, Analyst updates and blogs.
I will start the year by sharing new insights from our Australian and New Zealand contact centre industry market reports.
For Australia…
The Australian contact centre industry has grown 7.6% since late 2010 to be about 214,300 seats. The industry is expected to continue growing at 4.1% (predicted 223,100 seats by end 2012).
48% of contact centres are using hosted solutions and there is an increase from 7 to 13% of centres using cloud based technology.
The top challenges facing the contact centre industry in Australia over the next 12 months include:
- Inadequate headcount to effectively meet business requirements
- Need to upgrade existing technology
- Change management
- Training/ Agent development
- Budgetary constraints/ Expectation to do more with less
Now to NZ…
The contact centre industry in New Zealand is about 29,610 seats which is a 1% decline from 2010. This is exactly the growth rate (albeit negative) that the industry predicted it would achieve when researched in 2010. The industry predicts stronger growth over the next 12 months with a projected seat size of 31,500 by end of 2012.
The agent turnover rate is 24% p.a. down from 27% in 2010.
About 4 in 10 centres currently use hosted solutions and about 1 in 3 are using or about to use some type of cloud based application in their centre.
The top challenges facing the contact centre industry in NZ over the next 12 months include:
- Inadequate headcount to effectively meet business requirements
- Change management
- Improving productivity/efficiency
- Training/ Agent development
- Better utilisation of current technology
Wishing you a prosperous Water Dragon inspired 2012.
Comments
$90 an hour! Even a 10% drop in attrition would easily exceed the cost of higher wages that might bring it about.