Hanging up: Revenue will fall despite improving communication and labour efficiency gainsAbstractTelemarketing & Call Centres in Canada
The Telemarketing and Call Centres industry in Canada has struggled with falling demand and an overall hostile market. Over the past five years, many large industry companies have reduced their Canadian operations and offshored to overseas locations that have lower wage costs. Overall, over the five years to 2017, IBISWorld estimates that revenue for the domestic Telemarketing and Call Centres industry will decline. Over the five years to 2022, IBISWorld estimates that industry revenue will fall at a slower pace compared with the previous period. Along with falling revenue and an increase in offshoring, downstream clients are expected to move away from telemarketing services.
This industry employs personnel to answer calls and relay messages to clients. Operators also provide telemarketing services on a contract or fee basis. Telemarketers use phones or e-mail to promote clients’ products or services, take orders, solicit contributions or provide information on behalf of clients. Call centres provide phone-based service and assistance to customers of clients. Operators in this industry do not own the product or provide the service that they represent.
This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.