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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
Profiting from Canadian Call Center Outsourcing: lowering risk and maximizing savings
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| Published Date:
August 2003
Published By:
Datamonitor
Page Count:
65
Order Code:
R313-5912
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Introduction
This report sizes the number of call centers and agent positions across Canada in 5 geographic regions. Competitive issues are discussed, including the threats of in-house operations and outsourcers in the developing world. Key regional trends that are evaluated in the report include regional business environments, infrastructure, language capabilities, and accessibility.
Scope
* Provides clear indication of competitive threats outsourcers in Canada face
* Details strategic recommendations including partner networking
* Sizes the call center market by number of outsourced & in-house call centers and agent positions in Canada from 2001 to 2007
* Segments the outsourced call center market by geography served until 2007
Report Highlights
The US market will increasingly rely on Canadian agent positions. Competitive threats will come from US protectionism, in-house operations, and offshore outsourcers.
Steady growth - in 2002 there were 450 outsourced call centers in Canada. This number will rise to 600 by 2007.
Largest centers - in 2002, there were 24,200 outsourced agent positions in Canada. This will rise to 36,800 by 2007. Alberta, British Columbia, and Québec will see rises in agent positions by 2007, at the expense of Ontario.
Reasons to Purchase
* Understand what it takes to win against competitors from abroad and at home
* Determine the best places to locate a call center in Canada for your type of operation
* Identify the crucial strategic opportunities and threats to outsourcing in Canada
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