Manitoba Customer Contact Association (MCCA)

Manitoba Customer Contact Association (MCCA) is a group of contact centre managers, directors, owners, and service providers working together to promote the ongoing development and sustainability of a growing, healthy and dynamic industry. Incorporated in 1997, MCCA continues to proactively address human resource programming for the industry.

Through advanced technology, customers' needs are met 24 hours a day, seven days a week with the media of their choice. Contact centres continue to have an educated, reliable, labour force that benefits today's economy.

MCCA continues to partner with Manitoba educational institutions, sector councils, and service providers to address the changing needs of the industry. With the ongoing exchange of informationon recruitment, retention, training, and education MCCA strategizes to meet the needs of the contact centre industry and ensure on-going success.


Impact of Customer Contact Centres on Manitoba's Economy

  • Salaries paid to customer contact centre employees have grown to approximately $1Billion/year with the average wage being $38,000/year
  • Annual direct tax revenue to the province is estimated at $3billion
  • Approximately 36,000 Manitobans are gainfully employed in over 100 contact centres in Manitoba.


Key Companies that Participate
in MCCA Programs

  • 24-7 Intouch
  • Bell MTS
  • City of Winnipeg - 311
  • Canada Life
  • CBI Health
  • Can Talk
  • EQ3
  • Manitoba Blue Cross
  • Manitoba Hydro
  • Manitoba Public Insurance
  • RBC Royal Bank Advice Centre
  • Scootaround
  • Skybridge Americas Inc.
  • Steinbach Credit Union
  • TWCC
  • Petline Insurance
  • Winnipeg Police Services
      and many more
  


Programs offered by MCCA
2500+ people trained annually

  • Customer Service Skills
  • Board Governance
  • Career Development Workshops
  • Coaching and Mentoring
  • On Demand & Customized Training Solutions
  • Contact Centre Management Certificate
  • Best Practices Workshops
  • Contact Centre Awareness Sessions
  • Cultural awareness and diversity education
  


Training for the Future

  • MCCA / U of M Certificate program
  • Emerging Leaders Certificate program
  • Contact Centre 101
  


Typical Careers

  • Client Success Agent
  • Client Support Officer
  • Customer Advocate
  • Customer Experience Agent
  • Customer Experience Specialist
  • Customer Service Rep
  • Customer Success Advisor
  • Customer Support Associate
  • Support Agent
  • Technical Customer Support
  • Technical Support
      and many more
  
 

Labour Market Information

Technical Support Position Front-line Agent Manager
Top wage: $33 an hour Top wage: $36 an hour Top wage: $73 an hour

 * 8000 vacancies over the next 2 to 4 years
 * Wage premiums provided for bilingual agents
 * Comprehensive benefit packages