"9-1-1 is the quintessential customer service centre," stated Theresa Virgin, Communications/9-1-1 Manager, Durham Regional Police Service. Ms. Virgin was one of the guest speakers during the information session held on April 12th at Durham College Skills Training Centre. "Customer Service Representatives working in call centres need excellent skills in customer service, communications, voice intonation and clarity, as well as using multi-screen data bases."
The call centre industry is Canada's fastest growing with, according to a 1997 survey by Coopers & Lybrand, 5000 call centres across Canada, 65% of which are located in Ontario. Each of those call centres employs at least ten agents making a total of 130,000 full-time representatives across Ontario.
In the Durham Region, there are approximately 10 established call centres employing 10 or more agents.
Durham College recognizes that in today's fast-paced economic environment, businesses are always looking for ways to increase customer satisfaction and boost their sales, while spending less time and money in the process. Business and government have identified call centres as cost effective, yet personal, customer service and direct marketing tools.
Call centres provide more than a service for business developers, suppliers and consumers; they are also a new source of exciting careers rich in opportunity and potential.
"During the information session at Durham College Skills Training Centre in Whitby, I was able to identify that this is the career for the future," stated Deborah Ash, resident of Whitevale, Ontario. "I will be starting the Call Centre Certificate Program on May 25th, after which, I will be a Customer Service Representative. This will open up new doors integrating the computer field and the telephone which is the new trend for business and jobs."
Call centres play an important role in the future of customer service, sales and marketing. Fibre optic networks have linked business developers, suppliers and consumers together to allow call centre access to a world-wide base.
Today's call centres provide:
Durham College Business and Industry Development Services, located at the Skills Training Centre in Whitby provides quality Customer Service Representative training. For more information on the program, please call (905) 721-3340.
Media Contact:
Alice Lytwynchuk
Public Relations
(905) 721-3111 ext. 2117
Disclaimer: The contact information provided in archived news releases was current at the release date. For current information please contact Communications and Marketing.