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1-800 Line Operator, Contact Centre Agent / Associate, Customer Service Representative, Information Clerk, Operator
In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.
The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used.
Here is how this occupation has been classified over time.
2006 NOC
2006 NOC-S
2011 NOC
2016 NOC
2021 NOC
2023 OaSIS
Duties and responsibilities vary from one organization to another. In general, call centre agents:
In some cases, call centre agents also handle inquiries from walk-in customers.
Call centre agents work in indoor, open-space environments where there may be little privacy. Managers may record conversations and track how agents spend their time. Some agents work from home. Handling high numbers of calls and working in an environment of rapid technological change can be stressful.
Some call centres provide a similar service to all customers. Others offer a variety of services. An agent may handle various call types and situations from call to call.
Depending on the employer, agents may work shifts. Some call centres operate 24 hours a day, 7 days a week.
In Alberta, this occupation is part of 1 or more 2023 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
To find out how well this occupation fits your work personality types, complete the Work Personalities Quiz in Find Your Fit.
Click or tap a personality type for its description.
Find other alis occupations that match this occupation’s work personalities.
To identify or change your work personalities, complete the Work Personalities Quiz in Find Your Fit.
In Alberta, this occupation is part of 1 or more 2023 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Other customer and information services representatives
2023 OaSIS: 64409.00
The graph below shows how well your scores match the overall abilities for this occupation.
The closer your ability scores are to the center, the more they match this occupation’s. The further away they are, the less they match this occupation’s.
The lower your ability scores are compared to the occupation’s, the more challenging the occupation will likely be for you. The higher your ability scores are compared to the occupation’s, the less challenging the occupation will likely be for you.
To find out how well this occupation fits your abilities, complete the Abilities Quiz in Find Your Fit.
The 49 abilities are grouped into 5 abilities sets: Critical Thinking, Numbers and Patterns, Physical Activity, Mind-Body Coordination, and Senses.
Some abilities are more relevant to an occupation than other abilities. Individual abilities that are not relevant to an occupation are greyed out.
To fill in or change the values for your abilities, complete the Abilities Quiz in Find Your Fit.
Critical Thinking includes 9 abilities related to identifying and solving problems, thinking of ideas, and communication, such as speaking and writing.
This is how well your scores match the set of Critical Thinking abilities for this occupation:
Numbers and Patterns includes 10 abilities related to math, memorizing, and multitasking. It also includes how we perceive patterns, shapes, and distances.
This is how well your scores match the set of Numbers and Patterns abilities for this occupation:
Physical Activity includes 9 abilities related to strength, balance, flexibility, coordination, and endurance.
This is how well your scores match the set of Physical Activity abilities for this occupation:
Mind-Body Coordination includes 9 abilities related to movement control and how we react to signals. It also includes fine motor skills, such finger and hand dexterity and hand-eye coordination.
This is how well your scores match the set of Mind-Body Coordination abilities for this occupation:
Senses includes 12 abilities related to seeing, hearing, and speaking.
This is how well your scores match the set of Senses abilities for this occupation:
Call centre operators need:
They should enjoy taking a methodical approach to their work. They also should enjoy talking to people and providing information.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
This chart shows which job skills are currently in highest demand for this occupational group. It was created using this occupation's 105 most recent Alberta job postings, collected between Nov 05, 2024 and Sep 23, 2025.
Review these skills to learn:
| Tasks: Answer inquiries and provide information to customers | 80 |
|---|---|
| Tasks: Address customers' complaints or concerns | 64 |
| Attention to detail | 62 |
| Tasks: Answer clients' inquiries and provide information | 57 |
| Tasks: Receive payments | 56 |
| Tasks: Answer written and oral inquiries | 56 |
| Construction Specialization: Organized | 54 |
| Construction Specialization: Effective interpersonal skills | 54 |
| Construction Specialization: Excellent oral communication | 53 |
| Construction Specialization: Reliability | 53 |
There is no standard education requirement for call centre agents. Most employers prefer applicants who have a high school diploma or some post-secondary education. Sales experience, the ability to speak another language, and strong computer and keyboarding skills are assets. Some employers require that job applicants have qualifications related to their industry. For example, banks may require applicants to have a background in the finance industry; retailers may require post-secondary education related to the types of products they sell.
Agents usually train on the job. They need to learn to talk confidently about the organization and answer questions about its products, services, and policies.
To expand or narrow your program options, visit Post-Secondary Programs and start your search with:
Completing a program does not guarantee entrance into an occupation. Before enrolling in an education program, prospective students should look into various sources for education options and employment possibilities. For example, contact associations and employers in this field.
There is currently no provincial legislation regulating this occupation in Alberta.
Source: 2021-2025 Alberta Regional Occupational Demand Outlook
Call centre agents work for:
A growing number of agents do their jobs remotely, such as from their own home. They may need to supply their own phone and computer. They also may need to pay the related cable, internet, and phone line costs.
Experienced operators may move into related positions in quality assurance or scheduling. They may advance to supervisory or training positions. Further advancement generally requires additional education.
This section shows the industries where the majority of people in this occupation work. The data is based on the 2016 Census.
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.
Other customer and information services representatives
2016 NOC: 6552
79.8% of people in this occupational group work in:
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
This section shows the Alberta job market condition, or short-term demand forecast, for this occupation over a 3-year period. It also shows the number of people employed in the occupation.
In Alberta, this occupation is part of 1 or more 2021 National Occupational Classification (NOC) groups.
Source: 2024-2026 Alberta Short-Term Employment Forecast
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
To see data for all occupations, visit Occupations in Demand.
This section shows the employment outlook for this occupation in Alberta over a 5-year period.
Employment outlook is influenced by a wide variety of factors including:
In Alberta, this occupation is part of 1 or more 2016 National Occupational Classification (NOC) groups.
Source: 2021-2025 Alberta Regional Occupational Demand Outlook
Annual growth is from 2021 to 2025. New positions created each year are in addition to job openings created by employment turnover.
NOC groups often include several related occupations. Although there is labour market data for the larger NOC group, this occupation makes up only a part of that group. It means data for this occupation may be different than the data shown. For examples, see Note.
Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.
In Alberta, this occupation is part of 1 or more 2021 National Occupational Classification (NOC) groups. If there are multiple related NOC groups, select a NOC heading to learn about each one.
Unless otherwise noted, the data shown here is for all industries and all regions in Alberta.
All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production), and other forms of compensation.
To see the full survey data for this NOC group, visit the wage profile.
Other wage sources
To make an informed wage and salary decision, research other wage sources [pdf] to supplement this data.
High Reliability, represents a CV of less than or equal to 6.00% and 30 survey observations and/or represents 50% or more of all estimated employment for the occupation.
| Wages* | Low (5th percentile) | High (95th percentile) | Average | Median |
|---|---|---|---|---|
| Starting | $15.00 | $30.18 | $21.47 | $20.19 |
| Overall | $16.25 | $41.21 | $25.52 | $25.00 |
| Top | $16.50 | $53.08 | $30.25 | $29.00 |
Swipe left and right to view all data. Scroll left and right to view all data.
* All wage estimates are hourly except where otherwise indicated. Wages and salaries do not include overtime hours, tips, benefits, profit shares, bonuses (unrelated to production) and other forms of compensation.
Pay brackets for hourly wages
| ALL INDUSTRIES | $49,245 |
|---|---|
| Utilities | $69,571 |
| Construction | $57,879 |
| Manufacturing | $49,841 |
| Wholesale Trade | $54,462 |
| Retail Trade | $52,657 |
| Transportation and Warehousing | $51,563 |
| Information, Culture, Recreation | $45,889 |
| Finance, Insurance, Real Estate, Leasing | $51,874 |
| Professional, Scientific & Technical Services | $23,717 |
| Business, Building and Other Support Services | $39,055 |
| Accommodation & Food Services | $22,583 |
| Other Services (Repair, Personal Services and Related) | $49,395 |
| Public Administration | $62,970 |
Updated Mar 23, 2023. The information contained in this profile is current as of the dates shown. Salary, employment outlook, and educational program information may change without notice. It is advised that you confirm this information before making any career decisions.
