Skip to the content

Procurement Market Intelligence Report

Call Centre Services in Canada
Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for Call Centre Services in Canada?

What is the average price of Call Centre Services in Canada?

This procurement report includes pricing information to help you purchase Call Centre Services in Canada. Our analysts provide a benchmark price and a price range based on key pricing factors to help you understand what you should be paying for this specific product or service. To see the average price for this and hundreds of other products and services, subscribe to ProcurementIQ.

Has the price of Call Centre Services in Canada been rising or falling?

Analysts look at market data from the previous three years to determine an overall price trend. You can use the recent price trends to help you understand price volatility and plan your budget.

I’m not ready to purchase Call Centre Services in Canada yet. Will I pay more if I wait too long?

We forecast the next three years of price movements by looking at factors likely to affect the market's supply chain, such as inputs, demand and competition. You can then use the price forecast to figure out the best time to purchase.

What other costs are associated with purchasing Call Centre Services in Canada?

Our analysts calculate the total cost of ownership and assign a level of low, moderate or high, depending on things like customization, integration and installation. Use this information to budget for Call Centre Services in Canada with a reduced risk of unexpected costs.

See how we display average pricing information, trends and market data.

Evaluate major factors to mitigate risk

How risky is the Call Centre Services supply chain in Canada?

Subscribe to learn more.




Questions to ask potential suppliers

How can I gain leverage during negotiations?

Inbound Services

  • What are the most common inbound services you provide?
  • What is the average time before a customer is connected to a call centre representative?
  • What inbound services have you added in the past three years? What services are you planning to add in the next three years? What services have you removed in the past three years?
  • What type of software or reporting system do you use? Do I have real-time access to it?

Outbound Services

  • What are the most common outbound services you provide?
  • What is your success rate with reaching potential customers?
  • What are the most common methods you use to reach potential customers?
  • How do your employees track their work? How often am I provided with a report showing their progress?
  • On average, how much time does a call centre employee spend on reaching out to potential clients?

Supplier Experience

  • How long have you provided services in Canada?
  • What industries are your clients primarily in? What experience do you have serving clients in my industry?
  • How do your clients range in terms of company size? What experience do you have serving clients similar to me in terms of company size?
  • What case studies do you have that exhibit your experience with different clients?
  • How long have you provided services to your most-tenured client?
  • Why did your last three former clients cancel their contracts with you?
  • With what relevant trade associations are you involved? What benefits do you receive?

Call Centre Employees

  • How many clients does each call centre employee handle?
  • How do you train employees? Are they cross-trained to work on multiple jobs?
  • How long does it typically take for an employee to become completely knowledgeable about my product or service?
  • How do you assign employees to different jobs?
  • What is the average experience of the employees that are assigned to my project?
  • How am I informed of the employees' work? What type of reports do you generate to show their work and their contact with my customers? How often do you generate reports?
  • What is your employee turnover rate?


  • How do you retain clients while attracting new ones?
  • What is your client turnover rate? How long, on average, do you work with clients before they cancel their contract with you?
  • What incentives do you offer to keep clients at your company?
  • As a small company or a nonemployer, how do you compete with large companies that are established in the market?
  • As a large company, how do you compete with the emergence of small companies and nonemployers?
  • How have you developed your reputation?
  • How do you market your services to potential clients? How much do you rely on repeat customers?

Related Services

  • What related goods and services do you offer?
  • What discounts can I earn by bundling the purchase of related goods and services with the purchase of call centre services?
  • What competitive discounts would you offer if I were to consider switching from a competitor to your company?
  • How have the related goods and services you offer impacted your competitive advantage in the market?

Geographic Coverage

  • Does your company provide services on a local, regional, national or international level?
  • In which province(s) are your office locations?
  • What industries do you primarily serve in each province?
  • What makes the location of your call centres strategic?
  • What advantages and disadvantages will I face by choosing a call centre in my region? Removed from my region?
  • What issues and language barriers have you encountered when using call centre employees in foreign countries?
  • How do you ensure call centre employees in foreign countries are trained properly?

Sourcing across North America?

Combine Canada Spotlight Reports with our US Market Intelligence to bolster your North American strategy

Key elements for every RFP

What should my Call Centre Services in Canada RFP include?

Project Budget

  • Buyers should specify their budgets for call centre services.
  • Buyers should detail the cost model and contract term for annual ongoing costs, such as IT support services.

Selection Criteria

  • Buyers should consider vendors that offer a solution that meet the requirements of the RFP.
  • Buyers should review the experience of vendors based on client references and the quality of their customer service.
  • Buyers should evaluate providers based on the estimated costs of the call centre services.
  • Buyers should review the vendors’ ability to provide services in both English and French.

Project Schedule

  • Buyers should provide the timeline of the RFP and project.
  • Buyers must include the date of when proposals are due and when the award information will be available.
  • Buyers should provide any other benchmark dates that suppliers will need to be aware of.