REPRESENTATIVE WORKFORCE STRATEGY
Are you in need of qualified, enthusiastic employees?
We can help!
The goal of the Representative Workforce Strategy (RWS) is to achieve a more representative workforce inclusive of all populations in the contact centre industry; to develop recruitment and training strategies that retain under-represented groups and to increase the number of human resources available to its members.
Recently, the MCCA has developed partnerships with several non-profit organizations in Winnipeg. These organizations are eager to find employment for qualified individuals from under-represented groups including: Aboriginal people, persons with physical disabilities, Canadian new-comers and mature workers.
Apply Online
If you prefer, you may download the pdf version and return by fax to 204-975-6460
REPRESENTATIVE WORKFORCE STRATEGY
Are you in need of qualified, enthusiastic employees?
We can help!
The goal of the Representative Workforce Strategy (RWS) is to achieve a more representative workforce inclusive of all populations in the contact centre industry; to develop recruitment and training strategies that retain under-represented groups and to increase the number of human resources available to its members.
Recently, the MCCA has developed partnerships with several non-profit organizations in Winnipeg. These organizations are eager to find employment for qualified individuals from under-represented groups including: Aboriginal people, persons with physical disabilities, Canadian new-comers and mature workers.
Apply Online
If you prefer, you may download the pdf version and return by fax to 204-975-6460
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A customer contact centre is a great place to start a career. It provides new employees the opportunity to develop critical skills in communication, customer service, and technology, and to gain a thorough knowledge of the organization and its products and services. And due to the industry’s exponential growth and rapid evolution, there are plenty of opportunities for advancement. In addition, contact centres offer customer service representatives job enlargement, job enrichment and job tiering opportunities to develop new skills and competencies.
A customer contact centre is a great place to start a career. It provides new employees the opportunity to develop critical skills in communication, customer service, and technology, and to gain a thorough knowledge of the organization and its products and services. And due to the industry’s exponential growth and rapid evolution, there are plenty of opportunities for advancement. In addition, contact centres offer customer service representatives job enlargement, job enrichment and job tiering opportunities to develop new skills and competencies.
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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.
Why work in a contact centre?
There is a significant range of career opportunities available in contact centres including 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 people who want to gain experience/entry in their particular field. The industry offers flexible work hours and the ability to work remotely in your home or dorm room. Should you desire, the transferable skills you learn in the contact centre industry offer you the mobility of working in other industry sectors, anywhere.
- Flexible hours
- Salaries ranging from $25k to $150K
- Benefits, bonuses, and rewards
- Opportunity to develop key skills that are transferable to most companies
- Opportunity to gain valuable experience in a chosen career while earning money
- Opportunity to build a career in the contact centre industry!
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.
Why work in a contact centre?
There is a significant range of career opportunities available in contact centres including 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 people who want to gain experience/entry in their particular field. The industry offers flexible work hours and the ability to work remotely in your home or dorm room. Should you desire, the transferable skills you learn in the contact centre industry offer you the mobility of working in other industry sectors, anywhere.
- Flexible hours
- Salaries ranging from $25k to $150K
- Benefits, bonuses, and rewards
- Opportunity to develop key skills that are transferable to most companies
- Opportunity to gain valuable experience in a chosen career while earning money
- Opportunity to build a career in the contact centre industry!
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What is a customer contact centre? |
A customer contact centre, known as a call centre in the last decade, is a physical location using telephony and computer technology to facilitate communication between the provider of products and/or services with the potential, current, or former consumers of such products or services. |
Have I ever used a Contact Centre? What are some examples? |
- Pizza Hut or KFC for delivery
- Ticket Master or Select-a-Seat for tickets
- The Sega help line to get to the next level
- MTS to get a phone number
- MPI to make a claim after a fender bender
- Greyhound or Air Canada to get a schedule
- 911 to report an accident
- In fact, more than 9 in 10 Canadians have called a toll-free number for service or transaction purposes in the past year.
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What is the Industry all about? |
Communication; companies talking with their customers-- impacted by technological advances in telephony & information technology |
What can you tell me about the Industry?
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- It is one of the fastest growing industries in North America.
- There are about 14,000 customer contact centres in Canada with six or more agents, employing more than 500,000 Canadians. That is 3.4% of the entire Canadian population!
- Canadian contact centres today anticipate a 20% growth rate in both numbers of centres and agent populations over the next 3 years.
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WHY?
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Consumers no longer fear technology; they embrace its efficiencies & capabilities |
What can you tell me about the Customer Contact Centre Industry in Manitoba? |
- There are over 130 Customer Contact Centres in Manitoba.
- They range in size from 2 - 1800 employees.
- There are more than 12,000 people currently employed in customer contact centres.
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Why is the Industry growing? |
- Consumers are demanding flexible, expedient, quality service.
- Technological improvements have spurred customer contact centre growth.
- Businesses are making customer contact centres a strategic element of customer contact strategy.
- Customer contact centres are a cost-effective way for businesses to maintain contact.
- There is an evolution towards a global economy.
- There are competitive pressures to lower costs, increase revenues (sales) and improve cash flow.
- The need to manage customer relations.
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What are the benefits of customer contact centres to Manitoba? |
Develop career opportunities in one of the fastest growing Industry sectors.
Provide employment for unemployed, underemployed, youth, physically disabled, people with 2nd language proficiency, people needing flexible hours, remote workers and students looking for part time work.
Provide excellent training in customer service, sales and technology.
Act as catalysts for economic development for all regions of the country.
Promote an environmentally friendly Industry.
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What is salary range?
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Salaries range from $17,000 to $80,000 per year.
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What are some of the customer contact centre applications? |
- There are two basic types of calls
- INBOUND - where the customer dials a local or 1-800 number to call in to a contact centre. They provide services such as:
- help desk (support)
- broker / financial
- customer service
- orders / reservations
- information lines
- tele-health
- counseling
- OUTBOUND - where the customer contact centre calls the customer. They are engaged in:
- telephone sales
- consumer research
- business to business information
- fund raising
- customer follow-up
- collections
- renewals
- There are also two types of customer contact centres:
- In-house customer contact centres where the company sets up its own customer contact centre to manage its customer relations, and
- Multi-service bureaus or outsourcing companies who contract to do the customer relations for other companies.
More text goes here. |
What are Manitoba's largest Customer contact centres? |
Multi-service Bureaus:
- Cantalk 200
- Skybridge Marketing Group 610
- SR&J 297
- Ipsos Reid 475
- Inspyre Solutions Inc. 425
- SHL Systemhouse 400
In-house Customer contact centres:
- CN North America 425
- CPR 265
- Revenue Canada 150
- Great West Life 150
- Royal Bank Customer Contact Centre 850
- Air Canada 460
- MTS 825
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There seem to be a lot of different types of businesses that have customer contact centres. Who are the leaders? |
Customer contact centres exist across industries. Wherever there are companies with customers, whether for products or services, there is the potential for a customer contact centre to serve customers.
Some of the leading industries using customer contact centres are:
- Information Technology
- Transportation
- Finance
- Catalogue Shopping
- Utilities - Gas, Hydro, Telephone
- Tourism
- Research
- Others are joining in:
- Direct Medical Assistance
- Financial Planning
- InsuranceClaim and Applications
- Agricultural Advice Centres
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How did customer contact centres begin?
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In the early 1970's with the invention of 1-800 numbers, single line sets and multi-line sets were used. Then the telephone technology evolved to include PBX and ACD systems until the 1990's when the technology exploded to Routing Systems, Internet, Interactive Voice Response Systems, and Network ACD. Now we are moving toward increased internet routing, video customer contact centres, and sophisticated database interconnection.
The Future is Now!
Multi-media Access, Global Customer contact centres, Integrated and Electronic Commerce Functions, Skills-based Agent Selection, Linked/Virtual customer contact centres. |
Am I suited for a customer contact centre job?
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Yes, if you have:
- Telephone personality
- Respect for people & their differences
- Problem solving capability
- A Business orientation
- A Customer orientation
- Professional Life Skills
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What kind of job opportunities are available in a customer contact centre? |
The Majority of the jobs are:
- Customer Service Representative
- Technical Help Desk Support Person
- Market Research /Interviewer
- Sales Person
- Supervisor
- Customer Contact Centre Manager
Additional Jobs include:
- Human Resource Manager
- Systems Support Specialist
- Training Specialist
- Administration Assistant
- Project Manager
- Script Writer
There are four major job categories of customer contact centre agents in Manitoba.
- 65% of the Industry workers are in Customer Service Jobs
- 14% are in Telesales
- 11% are in Research
- 10% are in Technical Help Desk occupations
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What are the benefits of working in a customer contact centre? |
- Develop customer service knowledge & skills
- Quality customer service communication
- Customer handling - problem solving techniques
- Acquire valuable computer experience
- Create opportunity for job advancement
- Take advantage of shift work - flexibility
- Obtain training
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How do I prepare myself for work in the customer contact centre Industry?
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Most Customer contact centres require Grade XII as an entrance requirement. If you think you have the personality and high school training to be suited to the work of an agent, you may apply directly to advertisements in the newspaper. Most companies provide in-house training for new recruits.
The Manitoba Customer Contact Centre Association is working hard to develop entry-level training programs that meet Industry-defined standards. The Association is currently working with a number of member training providers who develop and deliver diverse, innovative Industry approved curriculum to meet Industry needs. |
Where can I get this training?
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Custom On-Site Classes are available.
Contact MCCA at Tel: 204-975-6464
Email: info@mcca.mb.ca
Or check out our Career Development pages, above. |
What does the Core Curriculum Include?
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The Core Curriculum includes skills common to all customer contact centre positions:
- Industry Awareness
- Communications
- Computer Literacy & Keyboard Speed
- Basic Math
- Interpersonal, Problem Solving, Life Skills
- Business Orientation, Team Skills
In addition to the Core Skills, trainers offer additional specific training in:
- Sales & Marketing, Inbound/Outbound
- Customer Service
- Research
- Technical Help Desk
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Let people in the industry tell you about their careers and their paths to success.
Let people in the industry tell you about their careers and their paths to success.
The industry offers a wide variety of occupations, ranging from entry-level positions to senior management roles. Consider just a few examples: customer service representative, workforce scheduling supervisor, database manager, contact centre team lead and manager, technical support provider and HR manager/recruiter.
The industry offers a wide variety of occupations, ranging from entry-level positions to senior management roles. Consider just a few examples: customer service representative, workforce scheduling supervisor, database manager, contact centre team lead and manager, technical support provider and HR manager/recruiter.
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