Job prospects Contact Centre Agent - Customer Service in the Laurentides Region

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

Source Labour Market Information | Recent Trends Methodology

The employment outlook will be moderate for Other customer and information services representatives (NOC 64409) in the Laurentides region for the 2024-2026 period.

The following factors contributed to this outlook:

• Employment growth will lead to a few new positions.
• Several 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 services, as is the case in the tourist information field, 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.

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

• Approximately 2,620 people work in this occupation.
• Other customer and information services representatives mainly work in the following sectors:
  • Retail Trade (NAICS 44-45): 27%
  • Wholesale trade (NAICS 41): 15%
  • Information, cultural, arts, entertainment and recreation services (NAICS 51, 71): 9%
  • Finance, insurance and Real estate and rental and leasing (NAICS 52-53): 5%

Source Labour Market Information | Prospects Methodology