Trends in the telephone call centre industry : Tendances dans l'industrie des centres d'appels

Trends in the telephone call centre industry Highlights • With the continued growth and outsourcing of business services in the Canadian economy, telephone call centres experienced a 27.7% annual average increase in revenue from 1998 to 2006. [...] Using an industry life cycle approach, this study examines the changing location of telephone call centres.1 The growth of service industries and outsourcing Service industries now account for three-quarters of employment (74%) and about 70% of Gross Domestic Product (GDP). [...] The growing prominence has been attributed to factors ranging from the income elasticity of demand for many services to the increasing labour force participation of women.2 For business support services, the trend of outsourcing to satisfy the intermediate demand for services by goods-producing industries was important. [...] The Goods and Services Tax (GST) data remitted to the Canada Revenue Agency (CRA) is used to provide revenue trends for telephone call centres in current dollars. [...] Counts are compiled from the Business Register (BR), the central repository of information on businesses in Canada that serves as the principal frame for the business statistics program at Statistics Canada.