Canada’s Call Centre industry has experienced unparalleled growth over the last several years. No longer viewed as a one-dimensional industry today’s call centres are sophisticated multimedia organizations requiring employees skilled in customer service, communications and technology.

Bob French is Vice President of Sales and Marketing at Teleperformance Canada, the second largest call centre outsourcer in the world.  He discusses the boost in call centre popularity, “It is a very cost effective way in supporting customers and our clients are increasing their use of call centres as a way to increase their client base.  They are also increasing the use of outsourcing partners like ourselves to provide these services.”

Dorothy Millman, President of Sears Business Solutions, an outsource contact centre service partnered with Sears Canada agrees that the industry has grown more popular and also more respected. “It’s come a long way. People understand the importance of excellent customer service. Years ago everyone did everything in person - we are just too busy. Customer service means getting the right answer the first time on the first call and contact centres are ideally situated to be able to do that through email, web response, inbound and outbound communication,” she comments.

Skills To Succeed…

French runs down the basic skill sets required of individuals who work in call centres with “good communication skills” topping the list. “They all have to be computer literate because in every case they are using some sort of a computer application. They also need some ability to sell because we are not only providing customer care but taking advantage of the conversation to educate on other services and products the client has to offer and to optimize the revenue of those conversations,” he adds.

Millman agrees that computer literacy is important along with a positive attitude and the ability to multitask, as contact centre work has grown to involve complex multimedia systems. “I don’t know many people who say, ‘Here’s the script and do it exactly as it says.’ The script is a guideline and the staff absolutely have to function within those guidelines but they have to be able to communicate. We teach those skills but we would certainly make sure they have those abilities to begin with.  They need to be well spoken and clearly understood.  Let me emphasize that.”

Are you right for the job?

Millman explains that while most of their staff do have college educations they take the time to “match skills to the kind of challenge they have to do.” They also look for individuals with experience in both customer service and sales.

“Students definitely have the kind of profile we are looking for,” adds French. “If someone has worked part-time in retail that usually gives them a very good background because they are used to dealing with customers. If they have some sort of secondary education they are well equipped to be employed in our call centres.”

French also explains that while studen