Profiting from Canadian Call Center Outsourcing: lowering risk and maximizing

Profiting from Canadian Call Center Outsourcing: lowering risk and maximizing savings

Published Date: August 2003

Published By: Datamonitor

Page Count: 65

Order Code: R313-5912

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TABLE OF CONTENTS
ABOUT 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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