Product Type: Market Research Report
Published by: Datamonitor
Published: March 2006
Product Code: R313-15630Description Introduction
This report analyzes Canada from the perspective of US outsourcing investment. The key challenges facing Canada's outsourcing industry are outlined as well as competitive strategies for profiting in this increasingly mature market.
Scope
- Provides a clear indication of the competitive threats outsourcers in Canada face.
- Sizes the outsourced contact center market by number of outsourced agent positions in Canada from 2005 to 2010.
- Provides strategic recommendations to outsourcers on how to capitalize on the Canadian marketplace.
Highlights
Canada's domestic and offshore outsourced total agent positions will increase through 2010
However, overall annual growth in agent positions will decline during this period.
The main challenges facing Canadian outsourcing include competition from lower-cost countries, linguistic limitations and rising inflation.
Reasons to Purchase
- Learn about how Canada's contact center outsourcing market will grow over the next five years.
- Understand the challenges facing Canadian contact center outsourcing.
- See what outsourcers using the Canadian marketplace can do to profit from this market over the long term.
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- Contact center outsourcing in Canada is slowing
- Total outsourced Canadian APs
- Canada's domestic outsourced industry
- Canada's offshore outsourced industry
- Canada is becoming a costlier prospect for US outsourcers
- Appreciation of the CAD versus the USD
- Canadian domestic inflation
- Canadian outsourced contact center agent costs
- Canadian property costs
- Canada lacks sufficient Spanish-speakers to meet projected US demand
- US Hispanic population explosion
- Canada's Spanish challenge
- Contact center saturation is becoming an issue in key Canadian locations
- ACTIONS
- Step one: target value-add US customer care
- Step two: attack secondary urban centers
- Step three: attack the Canadian domestic market
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Canadian outsourced APs - domestic versus offshore, 2005 2010
- Table 2: Demand for Canadian outsourced offshore APs, 2005 - 2010
- List of Figures
- Figure 1: Total Canadian outsourced APs, 2005 - 2010
- Figure 2: CAD versus USD, 2001 - 2006
- Figure 3: Canadian domestic inflation growth, 2004 - 2006
- Figure 4: Outsourced contact center agent price per agent per hour, 2005
- Figure 5: Commercial gross real estate rents in selected cities, 2005
- Figure 6: US Hispanic population relative to total population, 2000 & 2004
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