Business Process Outsourcing: Call Centres
This is primarily an urban opportunity and targets an under-utilised labour resource in our provincial towns and cities. The formula is simple – presentation of an attractive package in what is a highly competitive market.
The opportunity as described in the Action Plan involves:
- Growth. Double the size of the contact centre industry in the Manawatū-Whanganui region.
- Earnings. Attract international operations and grow the volume of overseas earnings contributed to the New Zealand and regional economies.
- Spill-over. Leverage spill-over business benefits in training and skill development and in digital and software developments.
- Centre of excellence. Develop and add value to the current ‘Manawatū Contact Centre Cluster’ as an internationally recognised sector ‘Centre of Excellence’ and as the priority location for new contact centre investment.
- Jobs. Secure new jobs, especially for secondary income, for a large base of families in the region.
Customer ‘lead generation’
- This priority is about the ability to sustain, expand, support and generally contribute to the success of the marteing efforts of the ‘Lower North Island Contact Centre Cluster’. Recently Fairfax moved their call centre back to Palmerston North.
- There is demand for an additional 150 FTEs a year in order to keep the region competitive for new centres as well as supplying the increasing demand from existing centres.
- The Skills and Talent group are leading this action. Contact group chair Margaret Kouvelis for more information.
For detailed information on all priorities for Business Process Outsourcing: Call Centres please visit the Manawatū-Whanganui Economic Action Plan.