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Contact Center Solutions Analysis Featured Article
April 04, 2008
Atlantic Canada Realized Strong Job Growth with New Call Centers
By Susan J. Campbell, TMCnet Contributing Editor
Individuals and companies throughout Canada have felt the impact of Atlantic Canada’s sharply shifting economy. For many, this shift meant the loss of jobs. For other sectors, such as the financial, technology, call centers and health care industries, have realized a net increase of 23,000 jobs to the East Coat’s economy between 2004 and 2007.
These statistics are the result of a recently released study by the Atlantic Provinces Economic Council. This study also found a decline in manufacturing as factory employees for a variety of companies were steadily laid off.
According to the study’s author, economist Davis Chaundy, there is a widening job gap between the region’s small towns and big cities. “Average annual employment growth in Atlantic Canada's six leading cities - Halifax, St. John's, Moncton, Saint John, Fredericton and Charlottetown - has almost matched the Canadian pace at 1.9 percent since 2000,'' he wrote.
”But in smaller towns and rural areas, which account for just over half of the Atlantic region's employment base, annual job growth has been much weaker at only 0.8 percent.''
David LeBlanc, business agent representing union workers who lost their manufacturing jobs due to factory closings, warns that these job loses should raise alarm bells. He argues that call centers offer lower-paid, non-union jobs that will create an impact throughout the community.
Chaundy’s findings seem to dispute this argument as his study shows wages are improving in the region as labor shortages are increasing in some areas due partly to an exodus of workers. Atlantic Canada showed hourly wages increasing by 4.9 percent last year, the fastest pace in a decade and well ahead of the 3.5 percent national pace.
The reality is that while some may argue that call center positions are lower paid, that perspective is not always accurate. Many companies will pay competitive wages for skilled and experienced call center agents. Considering the cost of replacing agents due to turnover, it is in the best interest of the company to not only offer a competitive wage, but to also create an environment where employees desire to create a career.
There is a delicate balance that must be found in order to keep call center operations domestic and keep individuals in well-paying jobs. Call centers will remain in an area where their operations are viable and profitable. Individuals will remain in an area with strong job offerings and strong job growth. So, the organization must determine what wage must be offered to be appealing to the agent base, while also low enough to make economic sense.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
These statistics are the result of a recently released study by the Atlantic Provinces Economic Council. This study also found a decline in manufacturing as factory employees for a variety of companies were steadily laid off.
According to the study’s author, economist Davis Chaundy, there is a widening job gap between the region’s small towns and big cities. “Average annual employment growth in Atlantic Canada's six leading cities - Halifax, St. John's, Moncton, Saint John, Fredericton and Charlottetown - has almost matched the Canadian pace at 1.9 percent since 2000,'' he wrote.
”But in smaller towns and rural areas, which account for just over half of the Atlantic region's employment base, annual job growth has been much weaker at only 0.8 percent.''
David LeBlanc, business agent representing union workers who lost their manufacturing jobs due to factory closings, warns that these job loses should raise alarm bells. He argues that call centers offer lower-paid, non-union jobs that will create an impact throughout the community.
Chaundy’s findings seem to dispute this argument as his study shows wages are improving in the region as labor shortages are increasing in some areas due partly to an exodus of workers. Atlantic Canada showed hourly wages increasing by 4.9 percent last year, the fastest pace in a decade and well ahead of the 3.5 percent national pace.
The reality is that while some may argue that call center positions are lower paid, that perspective is not always accurate. Many companies will pay competitive wages for skilled and experienced call center agents. Considering the cost of replacing agents due to turnover, it is in the best interest of the company to not only offer a competitive wage, but to also create an environment where employees desire to create a career.
There is a delicate balance that must be found in order to keep call center operations domestic and keep individuals in well-paying jobs. Call centers will remain in an area where their operations are viable and profitable. Individuals will remain in an area with strong job offerings and strong job growth. So, the organization must determine what wage must be offered to be appealing to the agent base, while also low enough to make economic sense.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.