Job prospects Inbound Customer Service Representative - Contact Centre in the Abitibi-Témiscamingue Region

Over the past few years (2021-2023), there was a large labour surplus for Other customer and information services representatives in the Abitibi-Témiscamingue Region. There were far more workers available than job openings in this occupation.

Source Labour Market Information | Recent Trends Assessment Methodology

The employment outlook will be very limited for Other customer and information services representatives (NOC 64409) in the Abitibi - Témiscamingue region for the 2023-2025 period.

The following factors contributed to this outlook:

• Employment growth will lead to a few new positions.
• Not many positions will become available due to retirements.
• There are several unemployed workers with recent experience in this occupation.

This occupation is evolving in accordance with the emphasis placed on customer service, particularly in retail services.

In order to increase their market share, companies must distinguish themselves by the quality of their customer service.

However, competition from countries with low labour costs in call centres may reduce the need for local workers. The outlook for this occupation could also be diminished by the use of technology to replace certain tasks, such as automated telephone answering services and online information.

Client behaviour has changed over the years. Clients frequently conduct research online, but a certain number of them are still inclined to use in-person tourist information services, which benefits this occupation.

The volume of labour available in this occupation favours experienced workers. However, staff turnover could create additional employment opportunities for inexperienced candidates.

While some factors are leading to a slight increase in employment, they will not be enough to compensate for the effect of other factors influencing the occupation.

Here are some key facts about Other customer and information services representatives in the Abitibi - Témiscamingue region:

• Approximately 510 people worked in this occupation in May 2021.
• Other customer and information services representatives mainly work in the following sectors:
  • Information, cultural, arts, entertainment and recreation services (NAICS 51, 71): 25%
  • Retail Trade (NAICS 44-45): 21%
  • Wholesale trade (NAICS 41): 8%
  • Provincial and territorial public administration (NAICS 912): 8%
  • Management and Administrative Services (NAICS 55-56): 6%

Source Labour Market Information | Prospects Methodology