Employment

Contact centre industry: More than just a job!

Are you looking for a summer job, or soon graduating from school and are eager to start your career? Or are you one of the many young people already in the workforce but don’t really know what’s out there for you?

Look no further! Contact centre employers are eager to ‘jump start’ your career.

Have you ever . . . Booked airplane or train reservations? Reserved a room at a hotel or resort? Booked a hall for your hockey banquet? Ordered catered food? Called a nurse at Telehealth? Needed to call for a tow truck? Called 311 for information from the City? Or called 911 in an emergency? If so, welcome to world of contact centres!

Here are a few more ways contact centre are commonly used – paying bills, buying or selling on eBay, ordering through the catalogue or shopping channel, getting service for utilities, telephone, cell phones, cable, gas or water; on-line financial or loan advice; purchasing concert or sporting event tickets; or getting immediate assistance when your computer breaks down! The list is endless, but you get the picture!

What is the contact centre industry?
Every time you contact a business by telephone, through ‘chat’ or ‘blog’, by fax or on the Web, there is a team of professionals at the other end ready to assist you. On a personal level, these professionals are developing their skills, gaining experience and building successful careers in the industry by helping people in one form or another. Four percent of all working Canadians are employed within the contact centre industry, one of the fastest growing industries in Canada.

Why work in a contact centre?
If you are not convinced from what you have learned so far, consider the wide range of career opportunities available in contact centres through corporate support services such as human resources, finance and accounting, information technology, legal, sales and marketing. Contact centres offer training and advancement opportunities in many different sectors including telecommunications, emergency and medical, financial, engineering, insurance, tourism, transportation and retail. Because there are so many options to choose from, working in a contact centre is perfect for aspiring youth who want to gain experience in their chosen field. The industry offers flexible work hours and the ability to work remotely in your home or dorm room. The transferable skills you learn in the contact centre industry offer you the mobility of working in other industry sectors, anywhere in Canada and anywhere the world.

• Growth industry
• Flexible hours and days
• Salaries ranging from $25k to $150K
• Benefits, bonuses, and rewards
• Opportunity to develop key skills that are transferable to most companies
• Ability to go anywhere in Canada or the world
• Opportunity to gain valuable experience in a chosen career while earning money
• Opportunity to build a career in the contact centre industry!

What is Contact Centre Canada?
Contact Centre Canada is a national not-for-profit organization comprised of leaders from contact centre companies across Canada as well as representatives from labour organizations and educational institutions.

Contact Centre Canada’s mandate is “to support Canada’s contact centre industry and its workforce through the development and delivery of industry driven programs that address human resource challenges.” This is principally achieved though consulting with industry leaders across Canada to develop programs that will attract, develop and retain a qualified workforce in Canada. Ongoing activities focus on skill development, professional certification programs, best practices, and providing up-to-date labour market information.

How do I find out more?
Explore the endless opportunities awaiting you in the world of contact centres. Continue browsing website (www.contactcentrecanada.ca) or ask your guidance counsellor for more information about one of Canada’s largest growth industries. Do not hesitate – new possibilities, opportunities, and experiences are waiting for you!