About CCC

Contact Centre Canada (CCC) is one of 34 sector councils funded by the Government of Canada’s Sector Council Program. CCC coordinates the customer contact centre industry’s human resource initiatives through the development and implementation of a national, integrated, long-term human resource strategy.

The organization was established as the result of a national sector study initiated in June 2000 by customer contact centre representatives and Human Resources and Social Development Canada (HRSDC). Under the supervision of a steering committee, PricewaterhouseCoopers (PwC) conducted the study and reported on its findings in a document entitled “The Canadian Customer Contact Centre Landscape: An Industry in Transition.”

PricewaterhouseCoopers (PwC) identified challenges faced by the industry, and suggested that a sector council be formed to advise, pursue, implement and follow up on the recommendations in the sector study report. The steering committee submitted a proposal to establish such an organization, and on February 6, 2004, Contact Centre Canada was officially incorporated.