The proportion of Call Centres in Australia which service more than one country has increased from 10% in 1999 to 27% in 2000. Just over one third (34%) of Call Centres employ multi-lingual agents, an increase over the 1999 level of 28%. The various Chinese dialects (particularly Mandarin and Cantonese), Italian and Greek are the most common languages spoken. Other Asian languages (especially Vietnamese, Korean, Japanese, Thai and Indonesian) are also widely spoken.
The proportion of Call Centres in New Zealand which service more than one country is 12%, marginally above the 10% in 1999. Thirty percent of Call Centres employ multi-lingual agents. Maori, Samoan and Tongan are the most prevalent additional languages spoken. However, Mandarin and Cantonese speaking agents are also more commonly employed than in early 1999.
Source: The 2001 Australia and New Zealand Call Centre Industry Benchmark Study
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