SwitchGear Consulting™

Article 1: Statistics from the Canadian Call Centre Industry - 2006
This insightful 29 page report outlines data from Canadian centres with an emphasis on employee training, retention, and attrition statistics. From the Sauder School of Business.

Article #2: Contact Centres in Canada: The Competitive Landscape for Pay -- June 2006
This 27 page report from the Mercer Group focuses on pay scales and policies in Canadian Call Centres plus the impact of unions, as well as language and shift premiums.

Article #3: Are Canadian Contact Centres Competitive in the USA as Outsourcers -- 2006
This 13 page report from DataMonitor focuses on the key criteria that companies assess before they choose their next outsource partner. Do Canadian companies still have what it takes with the large C$ advantage now gone?

Article #4: Are Canadian Contact Centres Great Places to Work? An Internal Perspective -- 2005
This highly detailed 205 page report from Decima Research outlines the work life perspective of employees of all levels inside Canadian Call Centres. It deals with factors affecting Employee Sat, Industry Image, Leadership, Values and Ethics, Workload, Recruitment and Compensation. Find out what your peers are thinking!