Missed Call: Longstanding Competitive Pressures Are Anticipated to Remain Threats to the Industry
The Telemarketing and Call Centres industry in Canada has struggled with falling demand and an overall hostile competitive landscape. Industry operators provide a variety of domestic and international clients with inbound call services such as technical support and customer assistance, as well as outbound call services such as telemarketing, fundraising and debt collection. Over the five years to 2023, many large companies have reduced their Canadian operations and offshored to overseas locations that have high English proficiency, but lower wage costs. In addition to offshoring, industry performance has also been hurt by a sharp decline in outbound calling services, historically a significant facet of industry operations. Overall, industry revenue is expected to increase at a CAGR of 0.2% to $1.9 billion over the past five years, including a decrease of 1.7% in 2023 alone.
The 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.
Table of Contents
Companies Mentioned (Partial List)
A selection of companies mentioned in this report includes, but is not limited to:
- Concentrix Corporation
- Teleperformance SE
Methodology
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