Call Centre Agent

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: Call Centre Agents (1453.2) 
• 2006 NOC-S: Customer Service, Information and Related Clerks (B553) 
• 2011 NOC: Other customer and information services representatives (6552) 

Duties and responsibilities vary from one organization to another but, in general, call centre agents:

• respond to customer queries by phone, e-mail, web chat, video or text 
• provide information about services, legislation, policies or products
• obtain and process the information required to serve customers and solve problems
• keep transaction records
• update and maintain databases of information
• arrange billing or accept credit card payments for products and services
• investigate customer complaints and arrange for refunds, exchanges or credit when appropriate.

In some organizations, 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 call centre agents may work from home. Handling high numbers of calls and working in an environment of rapid technological change can be stressful.

Depending on the employer, agents may work shifts. Some call centres operate 24 hours a day, seven days a week.

Call centre operators need the following characteristics:

• a pleasant telephone voice that conveys sincerity and confidence
• the ability to build customer or client relationships over the phone 
• good written and oral communication skills
• organization and multitasking skills
• emotional resilience
• the ability to work independently or as part of a team
• the ability to remain interested and focused when repeating information
• the ability to think quickly and respond to complaints smoothly and tactfully.

They should enjoy taking a methodical approach to their work, talking to people and providing information.

Call centre agents are employed by:

• insurance companies
• telephone companies
• power, water and gas utility companies and contractors
• retail establishments
• wholesale establishments such as mail-order and Internet-based companies
• educational schools
• government
• other organizations with a strong customer service orientation.

Increasingly remote agents are doing the same job from their own home. They may be required to supply their own phone and computer as well as pay the related cable, Internet and phone line costs.

Experienced operators may be able to move into related positions (for example, in quality assurance or scheduling) or advance to supervisory or training positions. Further advancement generally requires additional education.

Call centre agents are part of the larger 2011 National Occupational Classification 6552: Other customer and information services representatives. In Alberta, 78% of people employed in this classification work in the following industries:

• Retail Trade (PDF)
• Wholesale Trade (PDF)
• Information, Culture and Recreation (PDF)
• Public Administration (PDF)
• Finance, Insurance, Real Estate and Leasing (PDF)
• Business, Building and Other Support Services (PDF)
• Transportation and Warehousing (PDF)

The employment outlook in this occupation will be influenced by a wide variety of factors including:

• trends and events affecting overall employment (especially in the industries listed above)
• location in Alberta
• employment turnover (work opportunities generated by people leaving existing positions)
• occupational growth (work opportunities resulting from the creation of new positions that never existed before)
• size of the occupation.

Over 12,800 Albertans are employed in the Customer service, information and related clerks occupational group. This group is expected to have an average annual growth of 1.7% from 2016 to 2020. As a result, 218 new positions are forecast to be created each year, in addition to job openings created by employment turnover. Note: As call centre agents form only a part of this larger occupational group, only some of these newly created positions will be for call centre agents.

Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.