1-800 Line Operator, Contact Centre Agent, 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:
| Starting | $19.28 |
|---|---|
| Overall | $23.13 |
| Top | $27.66 |
Interest in copying information to take orders for goods and services
Interest in speaking with customers to respond to enquiries and emergencies
Interest in investigating complaints and in responding to emergencies
The interest code helps you figure out if you’d like to work in a particular occupation.
It’s based on the Canadian Work Preference Inventory (CWPI), which measures 5 occupational interests: Directive, Innovative, Methodical, Objective and Social.
Each set of 3 interest codes is listed in order of importance.
A code in capital letters means it’s a strong fit for the occupation.
A code in all lowercase letters means the fit is weaker.
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.
Call centre operators need:
They should enjoy taking a methodical approach to their work. They also should enjoy talking to people and providing information.
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.
For a broad list of programs and courses that may be related to this occupation try searching using keywords.
Certification is not required, as there is currently no legislation regulating this occupation.
Call centre agents are employed by:
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.
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:
The employment outlook [pdf] in this occupation will be influenced by a wide variety of factors including:
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.
In Alberta, the B553: Customer Service, Information and Related Clerks occupational group is expected to have an average annual growth of 1.7% from 2016 to 2020. In addition to job openings created by employment turnover, 218 new positions are forecasted to be created within this occupational group each year.
| Wages* | Low (5th percentile) | High (95th percentile) | Average | Median |
|---|---|---|---|---|
| Starting | $15.00 | $29.23 | $19.28 | $18.00 |
| Overall | $15.00 | $35.50 | $23.13 | $22.31 |
| Top | $15.50 | $45.00 | $27.66 | $25.96 |
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* 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.
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.
| Utilities | $70,719 |
|---|---|
| Public Administration | $61,813 |
| Business, Building and Other Support Services | $55,952 |
| Construction | $53,305 |
| Wholesale Trade | $53,139 |
| Manufacturing | $49,662 |
| Finance, Insurance, Real Estate, Leasing | $45,807 |
| Other Services (Repair, Personal Services and Related) | $44,467 |
| ALL INDUSTRIES | $44,097 |
| Health Care & Social Assistance | $43,885 |
| Retail Trade | $42,809 |
| Transportation and Warehousing | $41,073 |
| Educational Services | $40,960 |
| Professional, Scientific & Technical Services | $37,482 |
| Information, Culture, Recreation | $20,781 |
Updated Mar 31, 2019. 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.