Mission Statement

The mission statement of Contact Centre Canada is:

To contribute to the health and prosperity of the customer contact centre industry and of its workforce.

The Sector Study report for the customer contact centre industry includes a number of human resources challenges facing the industry. To address these challenges Contact Centre Canada identified five key strategic objectives:

1. Raise the profile of the customer contact centre industry
2. Develop a recruitment and retention strategy
3. Develop partnerships with educational institutions and other training providers
4. Develop a strategy to produce and share information
5. Establish partnerships with other key stakeholders such as governments and industry associations.

To accomplish those objectives, we are currently developing several projects in the areas of contact centre industry image, occupational standards, and benchmarking.