Telemarketing & Call Centres in Canada - Industry Market Research Report
Description
Telemarketing & Call Centres in Canada
The Telemarketing and Call Centres industry in Canada has struggled with falling demand and an overall hostile competitive landscape. Industry operators provide a variety of domestic and international clients with inbound call services such as technical support and customer assistance, as well as outbound call services such as telemarketing, fundraising and debt collection. Over the five years to 2023, many large companies have reduced their Canadian operations and offshored to overseas locations that have high English proficiency, but lower wage costs. In addition to offshoring, industry performance has also been hurt by a sharp decline in outbound calling services, historically a significant facet of industry operations. Overall, industry revenue is expected to increase at a CAGR of 0.2% to $1.9 billion over the past five years, including a decrease of 1.7% in 2023 alone.
The industry employs personnel to answer calls and relay messages to clients. Operators also provide telemarketing services on a contract or fee basis. Telemarketers use phones or e-mail to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Call centres provide phone-based service and assistance to customers of clients. Operators in this industry do not own the product or provide the service that they represent.
This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.
The Telemarketing and Call Centres industry in Canada has struggled with falling demand and an overall hostile competitive landscape. Industry operators provide a variety of domestic and international clients with inbound call services such as technical support and customer assistance, as well as outbound call services such as telemarketing, fundraising and debt collection. Over the five years to 2023, many large companies have reduced their Canadian operations and offshored to overseas locations that have high English proficiency, but lower wage costs. In addition to offshoring, industry performance has also been hurt by a sharp decline in outbound calling services, historically a significant facet of industry operations. Overall, industry revenue is expected to increase at a CAGR of 0.2% to $1.9 billion over the past five years, including a decrease of 1.7% in 2023 alone.
The industry employs personnel to answer calls and relay messages to clients. Operators also provide telemarketing services on a contract or fee basis. Telemarketers use phones or e-mail to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Call centres provide phone-based service and assistance to customers of clients. Operators in this industry do not own the product or provide the service that they represent.
This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.
Table of Contents
42 Pages
- TABLE OF CONTENTS
ABOUT THIS INDUSTRY
Industry Definition
Main Activities
Similar Industries
Additional Resources
INDUSTRY AT A GLANCE
INDUSTRY PERFORMANCE
Executive Summary
Key External Drivers
Current Performance
Industry Outlook
Industry Life Cycle
PRODUCTS & MARKETS
Supply Chain
Products & Services
Demand Determinants
Major Markets
International Trade
Business Locations
COMPETITIVE LANDSCAPE
Market Share Concentration
Key Success Factors
Cost Structure Benchmarks
Basis of Competition
Barriers to Entry
Industry Globalization
MAJOR COMPANIES
OPERATING CONDITIONS
Capital Intensity
Technology & Systems
Revenue Volatility
Regulation & Policy
Industry Assistance
KEY STATISTICS
Industry Data
Annual Change
Key Ratios
JARGON & GLOSSARY
Search Inside Report
Pricing
Currency Rates
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