Manitoba Customer Contact Association is undertaking a province-wide study to update the Customer Contact Industry Profile.
For the purpose of this research, a contact centre - also referred to as a customer interaction centre, customer care centre, advice centre or e-contact centre - is a central point from which all customer interactions across various channels are managed. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance.
The main objectives of this research are to:
- Update key labour force measures on employment, wages and turnover
- Update employer based data on workforce skills required and recruitment challenges
- Benchmark data on contact centre labour force compensation
This survey has been divided into the following sections: Profile, Industry Demographics, Staffing, Recruitment, Education & Experience, Workforce Development, Performance Management, Probation Periods, Compensation, Vacation & Sick Time, Attrition/Turnover and Employee Retention.
The survey is now closed, thank you to all those who participated.
Manitoba Customer Contact Association - more than 20 years of evaluating trends, determining a path to success.