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Service Industries Newsletter
Archived Content
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This product offers a window to industry reports, statistics, analytical articles, survey methodology and information for survey participants for a wide selection of service industries that encompass 250 North American Industry Classification System (NAICS) categories and half of Canada's business establishments.
In this issue
Trends in the telephone call centre industry
With the growth of the service economy, business support services have become more important to the Canadian economy. Changes in business practices such as outsourcing have been made possible by advances in telecommunications technology. Consequently, the business support services’ industry, which includes credit agencies, telephone call centres, and document preparation and business service centres, has experienced steady growth. Telephone call centres in particular have been identified as potential catalysts for regional development. Research in this area has tended to deal with employment issues (e.g. job creation) or with case studies of firms or communities. Using an industry life cycle approach, this study examines the changing location of telephone call centres.
