Call Centres - Canadian Statistics

ID #:		39267879
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Description:		Survey of Call Centres in Canada and the U.S. % expect their centre’s hiring volume to increase over the next 12 months, Average monthly attrition rate over the last six months, The most common reasons cited for voluntary attrition, Attrition rate as compared to tenure of centre director, Average cost of attrition per agent (outsourcers vs. internal call centres) Average pay rate, % of job applicants reported being "Dissatisfied" with their pay,

Publication Date:		2/4/2009
Frequency:
Location Type:		Online
Geography:		North America

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Posted/Updated:		2/5/2009



ID #:		39267129
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Description:		This report examines employee health and well-being at Call Centres. Includes: % of call centre workers may be absent on any given day (absenteeism), Cost of training a new call centre worker Of call centre workers who called in sick, but weren’t medically ill, % called in sick because: they do not feel appreciated, they don't like their jobs, they don't like their company, don't like how their boss treats them. [worker engagement] % of call centre employees accessed EAP services vs. all other industries, % presenting emotional problems, stress problems, drug related problems, Rate of high self-reported stress, Comparison of younger to older employers.

Publication Date:		9/1/2008
Frequency:
Location Type:		Online
Geography:		Canada

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Posted/Updated:		9/2/2008



ID #:		39267062
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Description:		Survey of Canadian business leaders on customer service. Includes: Over the last 5 years, do you perceive the quality of customer service by large corporations (e.g. banks, telcos/cablecos, insurance companies, airlines) as generally a burden? How much of an problem is each of the following when you encounter it? (The seeming lack of impact of poor customer service on the success of large firms, Call centres located overseas, The unavailability of phone numbers or email addresses for senior executives of a firm providing poor service) How would you rate the customer service of Insurance companies, Banks, Telephone and cable companies, Airlines (now vs. five years ago).

Publication Date:		8/14/2008
Frequency:
Location Type:		Online
Geography:		Canada

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Posted/Updated:		8/18/2008



ID #:		39265997
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Description:		This study examines the changing location of telephone call centres. Includes: Annual reported revenue, telephone call centres, 1998 to 2006, Number of call centres per 10,000 business establishments by province, 2005, Change in the number of telephone call centre establishments, 2000 to 2005 by employment size and region Telephone call centres per 100,000 urban residents by unemployment and education, 2005

Publication Date:		2/27/2008
Frequency:
Location Type:		Online
Geography:		Canada, provinces

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Posted/Updated:		2/27/2008



ID #:		39264910
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Description:		Detailed study on the call centre sector around the world. Includes Canadian specific data: Number of call centres, Total employment, Age of typical call centre (years), % of centres serving domestic vs. international markets, % that are in-house, % in banking & telecommunications, Services provided by call centres (services, sales, both), % in-bound vs. out-bound % of call centre workforce that is female, Call handling time (seconds) of a typical call centre, % of centres with extensive use of selection tests, Selection rate of typical call centre, % that primarily hire college graduates, Initial training and time to become proficient (weeks), Distribution of full-time, part-time and temporary employees, % of centres with flexible work arrangements, % with low discretion jobs, Frequency of performance monitoring activities, % with at least half of the workforce in problem-solving teams % of agents' and managers' pay that is incentive based, % with collective representation, Earnings of agents & managers, by collective bargaining coverage, Employee turnover and quit rates, % of workforce with less than 1 year tenure, Recruitment costs as % of annual agent pay, Labour costs as a % of total costs, Number of sick days per employee each year, Turnover in In-house and Subcontractor Call Centres, % of calls answered within set target time

Publication Date:		8/1/2007
Frequency:
Location Type:		Online
Geography:		Canada, Selected Countries

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Posted/Updated:		8/24/2007



ID #:		39264822
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Description:		Summary of a report on the Canadian call centre industry. includes: % of the workforce in Canadian call centres turns over each year

Publication Date:		8/1/2007
Frequency:
Location Type:		Online
Geography:		Canada

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Posted/Updated:		8/3/2007



ID #:		39263569
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Description:		Drivers behind the implementation 3-1-1 by Canadian municipal governments. % indicating: Improve citizen access to municipal services, Simplified ability to measure and track user inquiry, Streamline internal processes, Expected cost efficiencies, Alleviate 911 call centre workload, Improve citizen access to 911 services.

Publication Date:		10/26/2006
Frequency:
Location Type:		Online
Geography:		Canada

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Posted/Updated:		12/6/2006



ID #:		39262340
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Description:		Survey of Canadian medium-sized businesses. What is your perception of the following technologies' abilities to increase efficiencies within your organization: Mobile computing devices, CRM (Customer Relationship Management), Business Analytics/BI, Wireless networking, Server consolidation, Contact/Call Centre, ERM, Systems management software, Storage consolidation, IP telephony, Middleware/EAI, RFID, Grid.

Publication Date:		5/1/2006
Frequency:
Location Type:		Online / Offline
Geography:		Canada

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Posted/Updated:		5/31/2006



ID #:		39261558
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Description:		This article using labour force data to examine the call centre industry in Canada

Publication Date:		6/20/2005
Frequency:
Location Type:		Online / Offline
Geography:		Canada

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Posted/Updated:		3/3/2006



ID #:		39259691
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Description:		Detailed profile of the Customer Contact Centre Industry in Canada - call centers. Examines its size and demographics, key issues and trends and on the human resource challenges facing it. Includes # of contact centres, # of agent positions, Distribution of call centres by employee-size, by region, by industry, average salaries for CSRs by region, call centres by city location size, unionization, years of operation, language of service offered, % part-time staff, communications type used (telephone, fax, web-based self-help, e-mail, wireless device), change in mode of contact, supporting base of technology for sector (predictive dialing, CRM, CTI, speech recognition etc.)

Publication Date:		5/1/2004
Frequency:
Location Type:		Online
Geography:		Canada, some provincial

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Posted/Updated:		1/24/2005



ID #:		14876
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Description:		Expected number of new call centres and employees in Canada by 2008, number of call-centre jobs that the U.S. is expected to outsource to foreign countries.

Publication Date:		8/30/2004
Frequency:
Location Type:		Online/Offline
Geography:		Canada

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Posted/Updated:		8/31/2004



ID #:		14259
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Description:		% increase in Call Centre jobs expected to be outsourced from the U.S. to Canada by 2007, number of call centres across Canada, commentary on call centre industry in Canada.

Publication Date:		5/1/2004
Frequency:
Location Type:		Offline
Geography:		Canada

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Posted/Updated:		5/18/2004



ID #:		15072
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Description:		World market-share of total reported value of exports of business services and computer & information systems (1995 vs 2002) held by Canada, % share of world call centre outsourcing market.

Publication Date:		9/30/2004
Frequency:
Location Type:		Offline
Geography:		Canada

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Posted/Updated:		1/10/2004



ID #:		12545
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Description:		Survey of executives: perceived benefit from outsourcing, degree of change desired through outsourcing arrangements, control retention preferences, attitudes towards offshore outsourcing, types of actives considered for outsourcing (IT infrastructure, security, finance & accounting, purchasing/sales & marketing, logistics & supply chain, call centre, human resources, application development and support)

Publication Date:		4/1/2003
Frequency:
Location Type:		Offline
Geography:		Canada

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Posted/Updated:		8/8/2003



ID #:		10407
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Description:		% annual growth rate of the Canadian telemarketing industry, # of people employed, % of business from U.S. for one particular company. Proposed U.S. legislation against industry. [call centre]

Publication Date:		6/6/2003
Frequency:
Location Type:		Offline
Geography:		Canada

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Posted/Updated:		6/6/2003



ID #:		1156
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Source:

Description:		# of call centres in Canada,

Publication Date:		6/17/2002
Frequency:
Location Type:		Offline
Geography:		Canada

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