Canadian Customer Care 2006-2010 Forecast and Analysis

This IDC Canada study assesses the market for customer care services (primarily consulting and outsourcing) in Canada. "The customer care function is one of the most mature markets for outsourcing in Canada; however, this has not directly translated into a fully realized outsourcing market. The evolution in the customer care market brought about by advances in technology will make it more difficult for customers to keep pace with demand while maintaining a reasonable cost base, and as a result, IDC Canada believes that the role for vendors, in the supply of essential services, will become increasingly important," says Jim Westcott, BPO research manager for Canada.