Best Practices in Workforce Management: A National Study in Contact Centres

Contact Centre Canada Members are invited to participate in a national study of best practices in workforce management in contact centres in Canada. Contact Centre Canada was active in ensuring the success of the 2006 report. This new report is a joint initiative by Danielle van Jaarsveld (Sauder School of Business, University of British Columbia) and Ann Frost (Richard Ivey School of Business, University of Western Ontario). In the 2006 report there was an analysis of best practices in workforce management in Canadian contact centres as part of a larger global study. The results of the 2006 study are available at Industry Reports.

Benefits for participants: To date, 150 contact centres across Canada have already participated in the 2010 study. Don’t miss your opportunity to access valuable benchmarking data that will address common challenges encountered in contact centres such as:

• Lower Turnover and Absenteeism - What employment practices contribute to lower turnover and absenteeism?
• Innovative Work Practices - What types of new technologies and innovative work practices are being adopted?
• Pay and Compensation Strategies - What are the pay levels and compensation strategies for employees and managers?
• Improving Performance - What employment practices lead to improved performance?
• Changes Across Canada - How is the contact centre business changing across Canada?

The study involves a phone interview with the contact centre manager most familiar with the daily operations. For participating, you will receive an extensive report with our results, similar to the previous report. It will be provided free of charge to participants. Once you complete the interview, we will also mail you a complimentary movie ticket for use at any Famous Players, Cineplex Odeon, or Galaxy Cinemas across Canada.

This study is funded entirely by the Social Sciences and Humanities Research Council of Canada. It consists of a random sample of contact centres – making it an unusually large and representative study of business practices in companies across the country. If you have any questions about the study please feel free to contact us.

How to participate: If you are interested in participating, please contact Danielle van Jaarsveld at vanjaarsveld@sauder.ubc.ca or by phone at 604-822-8441.