elevate your operations

Contact Centre Canada is here to help your customer contact centre reach a new level of operational excellence. Invaluable resources and tools are available to assist your organization in actualizing this goal.

The regulatory affairs section is a tool to keep your organization up-to-date on the latest industry news and legislative changes. Consult the employment profiles for key industry positions in the National Occupational Standards section. These profiles highlight the responsibilities, skills, personal qualities and qualifications particular to select industry positions.

For a more detailed understanding of the “ABCs” of operational excellence, accreditation, benchmarking and certification, follow the links below:

Accreditation is the certification of competencies in the industry. It sets the standard of excellence that secures a competitive advantage. Employee recruitment, retention and engagement, enhanced quality standards and improved customer service are further ensured through accreditation.

Benchmarking is a standard by which you can measure and compare your organization’s business processes and performance metrics to the customer contact centre industry’s best practices. Benchmarking is a powerful evaluation tool to help you identify your organizational strengths as well as areas requiring improvement.

Certification, the recognition of an individual’s skills, is an assurance of qualifications. It is, in effect, a seal of assurance of quality and consistency for our industry. To find out more about the process that informed our industry’s certification, consult the National Certification Industry Consultation Report. Recommendations were compiled based on consultations between Contact Centre Canada and industry insiders from across Canada.