Saturday, November 27, 2004

Canada Nearshoring

International Herald Tribune reports Canada is gaining favour as an outsourcing partner due to its stability, proximity and cultural similarities. Some are refer to this as 'nearshoring' or 'remote contracting'.

"Companies are willing to pay a premium for a destination that is close to home. The customer on the end of the phone will be able to relate much better to a representative in Canada than one in the Philippines."

Best estimated that Canada had 26,300 call-center "agent positions," or work stations, serving the United States. The actual number of workers is probably much higher, since each position is basically a phone line and a cubicle. At some call centers, three employees working separate shifts will staff a single phone during each 24-hour period. The figure, however, looks almost insignificant when compared to the 2.85 million call-agent posts that remain in the United States.

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