Aug 27, 2004 : US Call Centers Move to Canada
📅 - Call center numbers and agent positions in the United States are to drastically decline according to new research by independent market analysis firm Datamonitor. The report, The Vertical Guide to Contact Centers in North America to 2008, says that Canada will significantly benefit from America's loss.
The US will host 3,000 less call centers in 2008 compared to today, while call center agent positions will also take a considerable hit. By 2008, Datamonitor projects a decrease of 133,000, while a large portion of this decrease is attributed to the outsourcing of customers services to popular near-shore and offshore locations like Canada, India, Mexico and the Philippines.
Canada is currently host to 4,500 call centers. Datamonitor expects this number to grow by 800 between now and 2008 because of natural growth of existing call centers, newly-built call centers and near-shore outsourcing from the US. Similarly, positions in Canada will increase by 93,000 on top of its existing 212,000.
However, the report states that more efficient technologies are playing a role in this overall decline of U.S. call centers. Technologies that allow callers to resolve their call automatically - for instance a change of address call or balance inquiry - improve agent productivity and reduce the need for call centers to employ more labor.
The US will host 3,000 less call centers in 2008 compared to today, while call center agent positions will also take a considerable hit. By 2008, Datamonitor projects a decrease of 133,000, while a large portion of this decrease is attributed to the outsourcing of customers services to popular near-shore and offshore locations like Canada, India, Mexico and the Philippines.
Canada is currently host to 4,500 call centers. Datamonitor expects this number to grow by 800 between now and 2008 because of natural growth of existing call centers, newly-built call centers and near-shore outsourcing from the US. Similarly, positions in Canada will increase by 93,000 on top of its existing 212,000.
However, the report states that more efficient technologies are playing a role in this overall decline of U.S. call centers. Technologies that allow callers to resolve their call automatically - for instance a change of address call or balance inquiry - improve agent productivity and reduce the need for call centers to employ more labor.
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URL source: http://www.thewhir.com/marketwatch/us082704.cfm
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