Industry Reports

A number of other current reports provide statistics, trends and other information on the customer contact centre industry:

• Customer Contact Centre Industry Technology Roadmap (PDF - 1.3 MB)
  • Download Executive Summary (PDF - 0.7 MB)

• Turnover Cost Calculator Research (PDF - 0.9 MB)
  • Download Executive Summary (PDF - 0.7 MB)

• The implications of Current Trends on Human Resources (PDF - 2 MB)
  • Download Executive Summary (PDF - 0.7 MB)

• Outsourcing Works, So India Is Exporting Jobs
   
• The Global Call Centre Industry Project (PDF - 1.9 MB)
  A report by Danielle Van Jaarsveld, Ann C. Frost & David Walker
   
• Employee Engagement in the Public Sector
  A Review of Literature
   
• Employee Engagement
  Conference Board of Canada Report
  Free registration will be required on Conference Board of Canada.
   
• Institute for Citizen-Centred Service - "Telephony Action Research Project"
  Literature Review (PDF - 0.1 MB)
   
• Institute for Citizen-Centred Service - Results of Focus Group Research on "Answering the Call: Improving the Telephone Channel for Canadians" (PDF - 1.3 MB)
   
• "Contact Centres in Canada – the Competitive Landscape for Pay"
  Compensation report from Mercer Human Resource Consulting, available in our Members Section.
   
• The Real Costs of Turnover: Lessons from a Call Center (PDF - 0.1 MB)
  Article from Human Resource Planning Society.
   
• Research Paper Services in the new economy (PDF - 0.5 MB)
   
• KPMG 2004 Competitive Alternatives Study (PDF - 1.1 MB)
   
• KPMG 2004 Competitive Alternatives Study Executive Summary (PDF - 1.0 MB)
   
• KPMG 2004 Competitive Alternatives Study Appendices (PDF - 1.5 MB)
   
• Canadian ACD/Contact Centre Market Report
  NBI/Michael Sone Associates; August 2005
  This link is to report summary where the full version can be purchased.
   
• “Study: Who's calling at dinner time?”
  The Daily, Statistics Canada, May 25, 2005
   
• The Vertical Guide to Contact Centers in North America
  Datamonitor; August 2004
  This link is to report summary where the full version can be purchased.
   
• Taking Care of Business
  The Institute for Citizen-Centred Service & The Institute for Public Administration of Canada; April 2004
  "A collaborative effort between more than 20 public-sector organizations from across Canada, Taking Care of Business is a landmark study that, for the first time, explores Government-to-Business service delivery from the perspective of the business community."
   
• Citizens First 3; The Institute for Citizen-Centred Service & The Institute for Public Administration of Canada; January 2003 - "Citizens First 3 is an exciting undertaking by the public sector in Canada. The work is groundbreaking in its scope, its goals, and its analysis. It provides fresh insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial/ territorial, and federal levels."
  • Download Summary Report (PDF - 0.4 MB)
  • Download Full Report (PDF - 0.8 MB)
     
• Opportunities in North American Call Centres to 2007; A market approaching maturity
  Datamonitor; December 2002
  This link is to report summary where the full version can be purchased.
   
• Canadian ACD/Contact Centre Market Report
  NBI/Michael Sone Associates; 2003 Edition
  This link is to report summary where the full version can be purchased.
   
• Customer Contact Centres in Canada: an Employment Profile (PDF - 0.4 MB)
  The Centre for Spatial Economics; March 2004.
   
• Profiting from Canadian Call Centre Outsourcing: Lowering risks in maximizing savings
  Datamonitor; August 2003
  This link is to report summary where the full version can be purchased.