10 Reasons to Locate Your Contact Center in the Friendly North


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Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada.

1. Your dollar will stretch further

The exchange rate between the US and Canada hasn’t varied much in over 20 years, and economists suggest it’ll stick that way for years to come.

That means greater buying power when your outsourced customer care team is located in Canada.

2. You’ll access a deeper labor market

“Full employment” in the US makes hiring new contact center agents a challenge.

Canada’s unemployment rate sits a little higher – and so does the labor force participation rate – which deepens the available labor market.

3. You’re closer to home than you think

For both scheduled and last-minute on-site visits, your outsourced contact center is closer than home than you might think when you outsource to Canada.

Added bonus? Canada’s time zones match the US, with Atlantic Canada even starting the day an hour earlier.

4. You’ll gain greater quality team members

Over half of all Canadian adults have a college or university degree.

That means a more highly educated labor market and more qualified candidates to choose from. This means your outsourcer has a steady stream of high-quality talent making it easier to support complex customer support scenarios.

5. You speak the same language

Your customers want to be understood just as much as they want to understand. A shared fluency and diction are just the start.

A shared understanding of slang as well as tone of voice are also key to your agents being able to deliver an amazing customer experience.

6. You’ll share cultural similarities

Sports, music, movies, and even current events – these cultural touchpoints are shared across the US and Canada.

That means your agents won’t get confused when these topics come up in the small talk that many customers engage in before, during, and after their issues have been resolved.

7. You’ll gain access to multilingual talent

If you’re looking for a multilingual contact center solution, chances are high that a Canadian partner can offer you just that at an affordable rate. Canada is a truly multicultural country – even smaller market cities like Halifax, Nova Scotia, have diverse populations with languages like Spanish and Mandarin available in the labor market.

8. You can avoid regional expenses

The high costs of living and expensive corporate real estate of major US cities make it harder to find local entry-level talent and affordable content center premises.

The lower cost of living in most small to mid-market cities in Canada plus the relative proximity of residential zones to urban HQs make for a more accessible talent pool. (Pro Tip: Ask bidders to provide walking and biking scores for the location where they plan to house your customer care team.)

9. You’ll capitalize on a strong economic climate

Both at a national and regional level, Canada’s economy is robust. That’s a direct reflection on the health of the business landscape, which inspires confidence in companies looking for a long-term outsourced partner.

10. You’ll keep things simple with similar business practices

One of the biggest fears of offshoring is a breakdown in communication and understanding of specific business practices and etiquette. This can impact both the accuracy and execution of contracts and other documentation.

Outsourcing to Canada relieves that fear completely, with similar business practices and familiar workplace etiquette.

Need more proof that Canada is the right place to outsource your contact center? Grab your passport and make a visit to Blue Ocean in Halifax, Nova Scotia – we’re waiting!

Looking to make a more informed decision in your contact center outsourcing decision? Grab your copy of our end-to-end contact center buyer’s guide – just click here.

Republished with author's permission from original post.

Amy Bennet
Our company provides premium customer contact solutions for some of the world's best brands. We employ smart, capable people who deliver extraordinary service experiences in tech support, reservations and registrations, issue resolution, logistics, and customer service. My job is to tell our story.


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