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Profiting from Canadian Call Center Outsourcing: lowering risk and maximizing savingsProduct Type: Market Research ReportPublished by: Datamonitor Published: August 2003 Product Code: R313-5912 Description IntroductionThis 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 Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 TABLE OF CONTENTS 3 SECTION 2 EXECUTIVE SUMMARY 6 Introduction 6 Market context and trends 6 Market sizing 7 SWOT Analysis - Canada 8 Competitive dynamics 10 Strategic market issues 10 Provincial overview 11 Action points 12 TOTAL MARKET SIZE AND STRUCTURE 13 Outsourced call centers to grow in Canada 13 Outsourced agent positions rise faster than in-house 14 Canadian agent positions increasingly serve US market 16 In-house agent positions serving US to remain competitive 18 Canada’s outsourcing geographic shift 19 INDUSTRY DYNAMICS 21 Domestic service outsourced call centers 21 International outsourcers 21 SWOT ANALYSIS 22 Strengths 22 Weaknesses 27 Opportunities 29 Threats 31 STRATEGIC MARKET ANALYSIS 33 Regional Analysis - Alberta 35 Regional Analysis - Ontario 38 Regional Analysis - British Columbia 41 Regional Analysis - Québec 44 Regional Analysis - Prairies (Manitoba/Saskatchewan) 47 Regional Analysis - Martimes (New Brunswick, Newfoundland, Nova Scotia, Prince Edwards Island) 50 Regional analysis: Canada’s north 52 STRATEGIC RECOMMENDATIONS 53 Market strategy 53 Facing competition from abroad 54 Location Strategies 57 APPENDIX 63 SPP writing team 64 How to contact experts in your industry 65 |
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