Demand for contact centre workers growing
Demand for contact centre workers is growing because:
- companies that used overseas contact centres are shifting work back to New Zealand centres to improve their public image
- international companies are increasingly using New Zealand-based contact centres to save money
- businesses now use a range of channels, such as phone, email and social media, to communicate with customers. This requires more contact centre workers.
Between 400 and 500 contact centres exist in New Zealand, with staff numbers ranging from six to 2,000. Most contact centres employ 20 to 25 workers.
According to the Census, 4,599 contact centre workers worked in New Zealand in 2018.
Regular vacancies due to high turnover
Contact centre worker vacancies arise regularly as people tend to stay in the job for a short time only. This is because workers often:
- progress to other roles in an organisation
- move to contact centre jobs in companies that offer higher pay.
Social media and web chat experience in demand
Your chances of securing a contact centre worker job are best if you:
- have experience using social media, web chat programs, and email
- are willing to work shift or weekend hours.
Types of employers varied
Contact centre workers are employed by many types of organisations, including:
- businesses
- government services
- banks
- insurance companies
- power companies
- telecommunication companies.
