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Canadian Customer Care 2006-2010 Forecast and Analysis

Product Type: Market Research Report
Published by: IDC
Published: September 2006
Product Code: R104-28128
Description

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.

Table of Contents
Table of Contents
IDC Opinion
In This Study
Methodology
Definitions
Situation Overview
Market Hype and Market Reality
Table: Customer Care Contracts Impacting the Canadian Market and Canadian Vendors, 2004-2006
Shifting Demand: a Tale of Two Extremes
Figure: Changes in Customer Demand for End-User Operated Contact Centre Services
Figure: Changes in Customer Demand for Supplier Operated Contact Centre Services
Implications of Shifting Demand
Figure: Characteristics of Outsourcing Engagement Models
Future Outlook
Market Strategies
Figure: Geoffrey Moore's Five Levers Model
Forecast and Assumptions
Table: Canada Customer Care Outsourcing Services Spending, 2005-2010 (C$M)
Table: Key Forecast Assumptions for the Canadian Customer Care Market, 2006-2010
IT Services
Figure: Canada Contact Centre IT Services Opportunity, 2005?2009
Offshore/Nearshore Context for Contact Centre Services
Figure: Value Perceptions of Nearshore Outsourcing
Market Context
Figure: Canada Customer Care Outsourcing Spending, 2004?2010: Comparison of March 2005 and March 2006 Forecasts
Table: Canada F&A Outsourcing Spending, 2004-2010: Comparison of March 2005 and March 2006 Forecasts (C$M)
Essential Guidance
Actions to Consider
Learn More
Related Research
Synopsis
Ordering and More Information
Price and Delivery Options


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