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Sector Study

In June 2000, customer contact centre representatives, in collaboration with Human Resources and Social Development Canada (HRSDC), initiated a national human resources study to identify challenges facing the industry. 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.” 

The report, which was completed in October 2002, outlines the following five recommendations to address the challenges facing the customer contact centre sector: 

  1. Establish a national customer contact centre sector human resources council
  2. Develop a customer contact centre image/marketing campaign
  3. Develop a recruitment and retention strategy
  4. Develop a strategic partnership with educational institutions and other training providers
  5. Develop a strategy to produce and share information

Downloads:

“The Canadian Customer Contact Centre Landscape: An Industry in Transition.”

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News and Upcoming Events

NEWS 2009-09-01

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YOU TALK. WE LISTEN. HRONLINE UNDERWAY!

Contact Centre Canada (CCC) is pleased to announce that the HROnline project is well underway. Funded by the Government of Canada’s Sector Council Program, the HROnline initiative was conceived through consultation with industry stakeholders. The objective of the project is to produce a portal with an integrated set of extensible platforms to support HR business processes specifically related to engaging knowledge workers and organizations in the contact centre industry. read more ›

EVENTS 2010-08-30

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Fifth Annual Continuing Education and Contract Training Conference

Continuous Learning 3.0 : The Transformation of Education October 6 & 7 National Capital Region Host Colleges: Algonquin College, Cégep de l’Outaouais, Heritage College, and La Cité collégiale read more ›

NEWS 2009-04-29

The Government of Canada partners with industry to help workers adapt to a changing market

OTTAWA, ONTARIO, April 22, 2009 — The Honourable Diane Finley, Minister of Human Resources and Skills Development and Regional Minister for Southwestern Ontario, announced financial support for industry-led sector councils that will help improve workers’ skills and knowledge and address other human resources issues, such as occupational standards and recruitment. The announcement took place at Contact Centre Canada, in the company of many sector council leaders. read more ›

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