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From May to July 2003, Alberta Innovation and Science, in conjunction with
the Alberta Call Centre Association, conducted a survey of Call Centres in
the Province of Alberta. Call Centres were contacted by telephone,
asking if they would be willing to participate in the survey. 112 surveys
were sent to those who agreed and 55 surveys were completed and returned
for a response rate of 49.1%.The purpose of the study was to produce a
detailed profile of Alberta's call centre industry. The profile provides
existing call centre managers information with which to evaluate their own
operations and compare themselves with others in the industry. How do
other call centres in the province operate? What technologies do they use?
How many agents do they employ? How many hours are they open?
How do they retain staff?
The profile also provides information to companies interested in
locating a call centre in Alberta. How much are agents, management
and support staff paid? Where are call centres located in Alberta?
In addition the profile makes some comparisons with previous industry
profiles, completed in 1999 and 2001, to show what changes have occurred in
the industry.
To date, the 2003 Profile is the most recent study available. ACCA
is working to have a new study conducted.
The 2003 Call Centre Industry Profile is available at the ACCA office
for $25.00 plus GST. The book includes sections on location,
operations, activity, agents, supervisors, team leaders and support staff,
technology, recruitment, training and retention of agents, recruitment of
managers, and challenges.
Also available is the book, "Call Centres: Calling Alberta Home",
produced in 2003 by Alberta Innovation and Science, in conjunction with the
Alberta Call Centre Association. This book is geared more towards the
Alberta Advantage and bringing call centres to Alberta. This book
also sells for $25 plus GST.
Contact the ACCA office at 877-843-4532 to order either of these books.
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