Schools Training

Toronto as the Canadian Hub of Contact Centres

19 FEB 2013
Career Path : Administration

Contact centres are a common feature in the Toronto employment landscape. Improvements in technology meant an industry boom in this particular sector, where everything from sales to collections and customer service can be routed to a central bank of agents in ways that had been previously impossible. However, after the boom, there was a period of massive offshoring. Businesses moved their contact centres to India, the Philippines and other places where wages were lower while accents impeccable. The early through to mid-2000s were marked by industry declines. But now the jobs have come back and Toronto is a popular choice, leading to a co-boom in customer service training in Toronto.


It may seem counter-intuitive because the other places where contact centres thrive are communities with few other employment options, where companies can take their pick of employees. They tend to pop up after a plant or factory shuts down, snagging local development grants as well as a work force who will take the position seriously. Toronto has, to say the least, a bustling economy.


However, with more than two and a half million people in the Greater Toronto Area, there are more than enough people that contact centres know they can find the perfect employee from the huge pool of applicants. Additionally, outside the downtown core, rent is much more affordable, and a strong public transit system means that most parts of Toronto are very accessible to workers. Toronto also has the advantage of being centrally located in Canada’s vast land. Contact centres on either coast have difficulty providing services outside regular working hours, which in turn makes it harder to find employees.


Another advantage to a Toronto-based location is that if it’s an international operation, Toronto is one of the easiest parts of Canada to find speakers of nearly every language. It’s an immigrant-friendly city with people from all over the world, from every educational background, from business administration diploma to half of high school. New immigrants also tend to be enthusiastic about contact centre work when they’re just finding their feet, and thanks to outsourcing, may even come with existing experience. It’s all the advantages of taking it out of the country without offending patriotic customers.


Additionally, the contact centres don’t just need qualified agents with excellent customer service training in Toronto, it’s also to the company’s advantage to call upon Toronto’s big pool of qualified IT technicians, accountants and business and marketing managers as support staff. They can also take advantage of some of the fastest internet speeds, crucial as call centres are increasingly switching over to VOIP based hardware. With all of those reasons, it’s not at all surprising that Toronto is so popular with people looking to establish a contact centre in Canada, whether it’s a new enterprise or something they’re bringing back home.



Visit Academy of Learning College Toronto for more information on attending Ontario Business College and other facets of the Toronto economic industry.