Telemarketing & Call Centres in Canada - Market Research Report (2014-2029)

Telemarketing and call centres in Canada have struggled with falling demand and a hostile competitive landscape. During the current period, many large companies have reduced their Canadian operations and offshored to overseas locations with high English proficiency but lower wage costs. On top of offshoring, the industry’s performance has been hurt by a sharp drop in outbound calling services, historically a significant facet of providers’ operations. Economic disruptions related to COVID-19 and rising interest rates constrained corporate profit, causing businesses to invest fewer funds in call centres. Overall, revenue for telemarketing and call centres in Canada is expected to inch downward at a CAGR of 0.6% to $CA1.7 billion during the current period, including a drop of 0.9% in 2024 alone.

加拿大电话营销与呼叫中心行业长期受需求下滑与竞争格局严峻的双重困扰。报告期内，多家大型企业缩减了在加拿大的业务，并将业务离岸外包至英语水平较高但人力成本更低的海外地区。除离岸外包外，外呼服务的大幅下滑也重创了行业营收表现——外呼服务长期以来都是呼叫中心运营商的核心业务板块之一。受新冠疫情相关经济冲击与利率持续上行的双重影响，企业利润承压，进而缩减了在呼叫中心领域的资金投入。总体而言，报告期内加拿大电话营销与呼叫中心行业的营收预计将以0.6%的复合年增长率（Compound Annual Growth Rate, CAGR）小幅下滑至170亿加元，其中仅2024年营收就将下滑0.9%。