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.”

• Executive Summary (0.3 MB)
• Complete Report (2.2 MB)