First Cont@ct | Call Centre Outsourcing

The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.

Just like First Cont@ct, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.

Learn more about similar service providers to First Cont@ct below, along with information about New Zealand below.

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First Cont@ct

First Cont@ct is proud to be delivering quality, front end Telephony solutions to our New Zealand and Australian business partners for almost 20 years

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New Zealand Call Centre Outsourcers and BPOs

New Zealand call centre outsourcers, often called BPOs or customer support partners, are a popular option for Australian organisations seeking quality delivery at a lower operating cost.

Providers are concentrated in Auckland, Wellington and Christchurch, with capability in regional centres too. The market covers inbound and outbound contact centre services, back-office processing, and increasingly, automation and AI-assisted workflows.

Benefits of Using Call Centre Outsourcers in New Zealand

New Zealand is compelling for a few practical reasons:

Lower cost base: typically 20–30% cheaper than mirroring the same operations in Australia.
Cultural alignment: strong rapport with Australian customers in both sales and service contexts.
Proximity: quick travel and aligned ways of working make governance and collaboration straightforward.

If you’re exploring NZ delivery, the directory list below is a fast way to find suitable partners.

Typical Services Provided by NZ BPOs

Customer Service
Inbound voice, email and live chat for enquiries, complaints and retention.
Sales & Outbound
Lead qualification, renewals, cross-sell, surveys and fundraising programs.
Technical Support
Tier-1 troubleshooting, guided diagnostics, password resets and device/app support.
Back-Office
Data entry, claims handling, order updates, billing adjustments and case admin.
Omnichannel
Social messaging, web chat, email queues and call-backs on modern CCaaS.
CX Ops
WFM, QA, coaching and analytics to drive quality and consistency.

Costs and Commercial Models

Most buyers evaluate a mix of pricing structures depending on the workload and risk profile:

Per-hour rates for steady-state service or support teams.
Per-outcome/transaction for sales, claims or processing tasks.
Hybrid models blending base hours with performance components.

Practical tip

Compare the all-in cost (tech, QA, WFM, supervision, training and shrinkage), not just the headline hourly rate.

Learn More About Call Centre Outsourcing

If you want the bigger picture on pricing, inclusions and commercial models, start here:

Australian Call Centre Outsourcing Guide — free overview covering costs, models, risk and governance.
Call Centre Outsourcing Wizard — define requirements and get a curated shortlist of NZ-capable providers.

Browse all New Zealand call centre outsourcers below

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