Calling back: New opportunities in e-commerce and retail will help revenue recover

The Telemarketing and Call Centres industry in Canada has struggled with falling demand and an overall hostile competitive landscape. Over the past five years, 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, over the five years to 2019, IBISWorld estimates that revenue will decline. Over the five years to 2024, IBISWorld estimates that industry revenue will recover to a degree. New opportunities in e-commerce and retail are expected to buoy industry more.

Industry Statistics & Market Size
Annual Growth 14-19
Forecast Growth 19-24
Market Share of Companies

Industry Threats & Opportunities

  • New opportunities in e-commerce and retail are expected to buoy industry revenue
  • Although fewer employees are needed, operators have had to rely more on skilled employees
  • Technological implementation will continue to play a role in industry dynamics
  • Industry Report - Industry Products Chapter

    Inbound call servicesIn 2019, inbound call services are expected to account for a combined 78.3% of industry revenue collectively. Services in this segment include inbound telemarketing, customer management services, technical support and other inbound call services. Ultimately, consumer-facing companies, especially those in the telecommunications sector, outsource their customer care to third-party call centres. This strategy enables them to save money on labour costs while increasing efficiency and availability without expanding their own working hours. With the rise in mobile phone and internet use over the past five years, customer service centres have become increasingly prevalent. Mob...purchase to read more.

    Additional Insights for the Telemarketing & Call Centres Industry

    IBISWorld identifies 250 Key Success Factors for a business.The most important for the Telemarketing & Call Centres Industry are

  • Ability to quickly adopt new technology
  • Proximity to key markets
  • Access to a multitasked and flexible workforce
  • IBISWorld analysts also discuss how external factors such as Canadian effective exchange rate index and Consumer spending in the Telemarketing & Call Centres industry impact industry performance..

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    What's in this report

    What is the Telemarketing & Call Centres Industry?

    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.

    Industry Products
  • Outbound telemarketing
  • Inbound telemarketing
  • Customer management services
  • Technical support
  • General business process outsourcing
  • Industry Activities
  • Providing telephone answering services
  • Providing contract or fee basis telemarketing services
  • Providing voice mailbox services
  • Providing telephone solicitation services
  • Providing message services
  • Providing customer service via call centres
  • Providing wake-up call services
  • Table of Contents

    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources
    Industry Statistics Snapshot
    Industry Structure
    Executive Summary
    Executive Summary
    Key External Drivers
  • Canadian effective exchange rate index
  • Consumer spending
  • Corporate profit
  • Number of mobile telephone subscriptions
  • Total advertising expenditure

  • Current Performance
  • Out with outbound services
  • Technology
  • Worldwide dynamics
  • Chart: Revenue Growth

  • Industry Outlook
  • Technological change
  • Market shift
  • Table: Telemarketing & Call Centres Industry Revenue Outlook

  • Industry Life Cycle
  • Life cycle reasons
  • Chart: Benchmarking - Telemarketing & Call Centres Industry Lifecycle vs The Economy

  • Supply Chains
    Key Buying Industries
  • Retail Trade In Canada
  • Information In Canada
  • Finance and Insurance In Canada
  • Public Administration in Canada

  • Key Selling Industries
  • Computer & Packaged Software Wholesaling in Canada
  • IT Consulting in Canada
  • Office Supply Stores in Canada
  • Wired Telecommunications Carriers in Canada

  • Products & Services
  • Customer management services
  • Outbound telemarketing
  • Inbound telemarketing
  • Technical support
  • General business process outsourcing
  • Chart: Telemarketing & Call Centres Industry Products and Services Segmentation

  • Demand Determinants
    Major Markets
  • Telecommunications, internet, media and entertainment industries
  • Tech companies
  • Automotive industry
  • Healthcare industry
  • Financial services
  • Retail industry
  • Public sector
  • Other
  • Chart: Major Market Segmentation for the Telemarketing & Call Centres Industry

  • International Trade
    Business Locations
    Chart: Business Locations by State
    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
  • Profit
  • Wages
  • Purchases and depreciation
  • Other
  • Chart: Cost Structure Benchmarking – Sector vs Telemarketing & Call Centres

  • Basis of Competition
  • Internal competition
  • External competition

  • Barriers to Entry
  • Table: Barrier to Entry Checklist for the Telemarketing & Call Centres Industry

  • Industry Globalization
    TTEC Holdings Inc., Synnex Corp.,
  • Table: TTEC Holdings Inc. - financial performance
  • Table: Synnex Corp. - financial performance

  • Capital Intensity
  • Chart: Level of Capital Intensity for the Telemarketing & Call Centres Industry
  • Chart: Tools of the Trade: Growth Strategies for Success

  • Technology & Systems
    Revenue Volatility
  • Chart: Volatility vs Industry Growth

  • Regulation & Policy
    Industry Assistance
    Table: Industry Data for the Telemarketing & Call Centres Industry
  • Industry Revenue (2010-2024)
  • Industry Gross Product (2010-2024)
  • Establishments (2010-2024)
  • Businesses (2010-2024)
  • Employment (2010-2024)
  • Wages (2010-2024)
  • Canadian-dollar effective exchange rate index (2010-2024)

  • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data
  • Selling an additional product or service to an existing customer.
  • National Do Not Call List (Ndncl)
  • Established in 2008, this is a list managed by the Canadian Radio-television and Telecommunications Commission, reducing the number of unsolicited telemarketing calls consumers receive.
  • Offshoring
  • Relocating domestic services to less-expensive labour-cost countries to service domestic clients.
  • Smartphone
  • A mobile phone that offers advanced PC-like capabilities.
  • Upsell
  • Selling a more expensive product or upgrade to a customer.
  • What Our Customers Say

    Why buy this report?

    IBISWorld’s Telemarketing & Call Centres market research report is a comprehensive guide to market size and growth prospects. Our industry reports offer strategic industry analysis of the factors influencing companies, including new product developments, economic, lifestyle and demographic influences, distribution and supply chain factors and pricing issues. Full analysis accompanies our data forecasts to illustrate how the market responds to emerging industry trends.

    IBISWorld industry market research reports enable you to:
    • Find out about key industry trends
    • Identify threats and opportunities
    • Inform your decisions for marketing, strategy and planning
    • Quickly build competitive intelligence
    This report on Telemarketing & Call Centres:
    • Provides Market Size information to assist with planning and strategic decisions.
    • Includes the necessary information to perform SWOT, PEST and STEER analysis.
    • Helps you understand market dynamics to give you a deeper understanding of industry competition and the supply chain.
    • Analyses key performance and operational metrics so that you can benchmark against your own business, that of your customers’ businesses, or your competitors’ businesses.
    The Telemarketing & Call Centres market research report includes:
    • Historical data and analysis for the key drivers of this industry
    • A five-year forecast of the market and noted trends
    • Detailed research and segmentation for the main products and markets
    • An assessment of the competitive landscape and market shares for major companies
    • And of course, much more

    IBISWorld reports on thousands of industries around the world. Our clients rely on our information and data to stay up-to-date on industry trends across all industries. With this IBISWorld Industry Research Report on Telemarketing & Call Centres, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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