Hanging up: Revenue will fall despite improving communication and labour efficiency gains

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...read more.

Industry Statistics & Market Size
Revenue
$2bn
Annual Growth 12-17
-4.1%
Forecast Growth 17-22
Profit
Employment
14,578
Businesses
899
Market Share of Companies

Industry Threats & Opportunities

  • Revenue will continue to decline as businesses offshore their call centre operations
  • 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 Key Buyers Chapter

    The Telemarketing and Call Centres industry in Canada has a low level of market share concentration. The four largest operators account for 15.4% of industry revenue in 2017, with only one company accounting for more than 5.0%. In fact, more than one-third of the industry operates as nonemployers. Among companies with employees, 79.9% have a workforce of fewer than 100 people, reflecting a highly fragmented industry.Even so, market share concentration has increased over the past five years, as large and medium-sized operators have gained a larger share of the shrinking market. Alt...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-dollar 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-dollar 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
  • Financial services
  • Healthcare industry
  • 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
    ProfitWagesPurchases and depreciationOther
  • 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
    Convergys Corp.,
  • Table: Convergys 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
    Includes:
  • Industry Revenue (2008-2022)
  • Industry Gross Product (2008-2022)
  • Establishments (2008-2022)
  • Businesses (2008-2022)
  • Employment (2008-2022)
  • Wages (2008-2022)
  • Canadian-dollar effective exchange rate index (2008-2022)

  • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data
    Cross-Sell
  • 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 cheaper 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 provides the latest industry statistics and industry trends, allowing you to identify the products and customers driving revenue growth and profitability. The industry report identifies the leading companies and offers strategic industry analysis of the key factors influencing the market.

    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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