CONTACT CENTRE PROFILE

Transcription

1 CONTACT CENTRE PROFILE HAMILTON Ontario, Canada

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3 SECTIONS Table Of Content The advantaes of locatin a Contact Centre in Hamilton: Hamilton Today Pae 1 Incentives & Support 3 3 Demoraphics 6 Why Hamilton 8

4 905 & 416 area codes Trained & Ready Work Force Multicultural Access to a labour force of over 750,000 people Qualities and Benefits for contact centre expansion and location Excellent buildin lease rates and land prices Affordable Accomodation Transportation Centralized downtown MacNab St Transit Terminal Partners Committed employment, education and trainin partners Fully Diital Network 1

5 Hamilton Today n Top Canadian CiTy in attractin industrial and commercial development in 2014 for the 3rd straiht year. (Source: Atlanta s Site Selection Maazine & Conway Data Inc.) n BesT place To invest in Ontario in 2014 (Source: Calary based Real Estate Investment Network (REIN) n FasTesT rowin economy in Ontario at 2.5% in 2013 (Source: Conference Board of Canada) n n n diversified economy: One of the most diversified economies in Canada in 2013 at 0.94 where 1 is hihly diverse (Source: Conference Board of Canada) social media: Hamilton is the #1 ranked City in Canada and #2 ranked City in North America for the use of social media marketin in Economic Development and Tourism (Source: Inteleia Montreal, QC) officially accredited: The only municipal economic development offce in Canada that is offcially accredited by the International Economic Development Council- providin a hih calibre of professional skills in the economic development field. 2

6 INCENTIVES Incentives & Support Apprenticeship Employer Sinin Bonus (AESB) $2,000 employer sinin bonus to encourae contact centre employers to reister new contact centre apprentices. This will assist employers to hire and reister new employees who have left school and require upradin to meet the reistration standards for contact centre apprenticeship trainin. Apprenticeship Completion Employer Bonus (ACEB) Employers can earn a $1,000 taxable rant for each apprentice they employ and train who completes their apprenticeship, receives a Certificate of Apprenticeship and where applicable a Certificate of Qualification. Apprenticeship Completion Bonus in Non-Red Seal Trades (ACBNST) The apprenticeship completion bonus in non-red Seal trades is a taxable cash rant of $2,000. The rant is available to reistered apprentices after they successfully complete their apprenticeship trainin and obtain their Certificate of Apprenticeship and where applicable their Certificate of Qualification in any Ontario non-red Seal trade. Co-operative Education Tax Credit (CETC) The Co-operative Education Tax Credit is a refundable tax credit. It is available to employers who hire students enrolled in a co-operative education proram at an Ontario university or collee. The tax credit is based on salaries and waes paid to a student in a cooperative education work placement. Corporations can claim 25 per cent of eliible expenditures (30 per cent for small businesses). The maximum credit for each work placement is $3,000. Most work placements are for a minimum employment period of 10 weeks up to a maximum of four months. 3

7 Incentives & Support Ontario Disability Support Proram (ODSP) Income support proram for the disabled and employment support to help disabled to achieve their employment oals. Youth Employment Fund (YEF) Employers will receive incentives to help cover the cost of waes and trainin for new hires when they provide a job placement of four to six months. The job placements provided will be assessed for the quality of the placement opportunity, previous track record, potential for employee retention after the placement ends, and level of employer financial contribution. Employers can receive up to $6,800 to offset trainin and wae costs linked with a job placement. Incentives are also meant to support on-the-job trainin and to offset the risk of hirin youth employees with less experience. Incentives are flexible and there is no set formula for whether fundin is used for trainin and/or for waes. SUPPORT SERVICES The CiTy of hamilton has a number of CommuniTy aencies to assist your company in accessin available hirin and trainin incentives. Hamilton has many co-ordinate hirin services that will provide employers with a rane of services free of chare. These include the sourcin of candidates based on specific requirements stipulated by the potential employer. These services occur in co-operation with aencies such as McMaster University, Mohawk Collee, Service Canada and the Ministry of Community and Social Services. French Canadian Association of Ontario ACFO-Hamilton (French Canadian Association of Ontario) in partnership with Service Canada offers an employment assistance proram for Francophones within the Hamilton and Halton Reions. As an employer of this Reion, ACFO would be happy to assist you in fillin your bilinual staff needs and this at no cost to you. 4

8 Incentives & Support The Francophone Resource Centre has a diverse roup of clients lookin for Employment and a lare number of multilinual people. Employment Options Collee Boreal Employers who are lookin to hire staff can advertise job openins by contactin our Information and Resource Services. Employment Options staff can provide employers with screenin and recruitin services to meet their business needs. Throuh the Job Matchin, Placement and Incentives component of Employment Options, employers may be eliible for trainin incentives to offset some of the costs of providin on-the-job trainin / work experience to Employment Options participants. Ontario Works Employment Placement Services As a municipality, there are many services we can offer from a labour market/ human resource perspective. Our Ontario Works Employment Placement staff will meet with you to et to know your company s specific job requirements such as skills, abilities and trainin needs. Then Employment Placement staff o to work to find the riht people to match your needs. Their primary oal is to match people who are capable and motivated to the riht jobs. Job Matchin and Placement Service Providers: Employment Centre WebsiteLow Goodwill Career Centre Employment Hamilton Mohawk Collee & Mohawk Collee Stoney Creek vpi Inc. Wesley Urban Ministries Employment Services YMCA Employment Services 5

9 Demoraphics 3 520,000 Location Just 45 minutes from Toronto, Hamilton is located in southern Ontario at the western corner of Lake Ontario, within a 500-mile radius of over 120 million people. Hamilton is strateically located between Toronto, Ontario and Buffalo, New York, on the Queen Elizabeth Way (QEW). Hamilton Population Now 520,000 and expected to row to 660,000 by 2031 (Source: 2011 Census) 6 Communities Hamilton population is spread throuhout the City s six commu Canada Ontario nities: Stoney Creek, Hamilton, Glanbrook, Ancaster, Dundas and Flamborouh. Culture and Lanuaes Communities of Hamilton Hamilton offers a cross section of lanuaes that meet and exceed contact centre multilinual needs, and has a rowin population of Asian, African, Mexican and South American immirants alon with a stron French speakin population. Flamborouh Dundas HamiltonStoney Ancaster Creek Glanbrook Michian Lake Huron London Guelph Kitchener Hamilton Lake Ontario Niaara Falls New York This reion has a francophone population of over 35,000, 11.8% of the total francophone population Windsor Lake Erie across Central Southwest Ontario. (Source: StatsCan 2011) 6

10 3 Demoraphics Labour and Employment Characteristics The Hamilton CMA labour force (includin Burlinton and Grimsby) is 415,400 as of Auust 2014 (unadjusted). Currently, Hamilton contact centres and companies with tertiary contact centre jobs represents an employment of close to 3,000 call centre service representatives and related support staff in full and part-time positions. Only one of the larer call centres (Revenue Canada) is unionized. Top CusTomer service/contact CenTre employers unemployment rates 7.1% as of Auust, 2014 Source: Statistics Canada Labour Force Survey Release saturation rate: The contact centre industry saturation rate in Hamilton is 0.73%, factorin in a total labour force of 411,000 (2011 Census). The data illustrates that Hamilton has tremendous opportunity for rowth in this sector and is well below the industry uidelines of 5%. Based on a saturation rate of less than 1% in Hamilton, has ample room for rowth in this sector. It is estimated that Hamilton could support a total contact centre workforce of 11,000 employees, which would represent a saturation rate of 3%. Company Location Primary Business Employees SP Data LLC Downtown 3rd Party 400 APAC/Protocol Global Solutions Downtown Inbound/Outbound 338 Pizza Pizza Eastend Inbound 300 Aditya Rirla Minacs Downtown 3rd Party 260 Canada Customs & Revenue Aency Downtown Government 225 Dependable IT Downtown Inbound 223 EasyHome Financial Downtown Inbound 125 CAA Eastend Emerency/Travel 80 Central Ambulance Communication Centre Mountain Emerency/Healthcare 65 AMEX Canada Inc Virtual Corporate Travel 50 Canadian Cancer Society Eastend Outbound/Fundraisin 50 Frontline Focus Downtown Inbound 50 Mystique Marketin Downtown Outbound/Fundraisin 50 City of Hamilton - Customer Care Downtown Inbound 40 TOTAL 2,225 Source: 2013 Employment Survey, City of Hamiton Plannin & Economic Development ConTaCT CenTre wae rates (Typical salaries for the followin jobs titles - startin positions) Job Titleo LowLow Hih Customer Service Representative Human Resources Manaer Information Systems and Data Processin Manaers Retail Trade Manaer Computer Technoloist Telecommunications Installation and Repair Worker Computer Systems Analyst Source: Drake International 2012 *typically $1-$2 premium/hour for bilinual talent 7

11 Why Hamilton Education Hamilton s education system is one of the finest in Canada with leaders such as Mohawk Collee of Applied Arts and Technoloy, McMaster University, Redeemer University Collee and Collee Boreal, providin a well-educated and skilled work force for local businesses. mohawk Collee offers over 100 full-time post-secondary and apprenticeship prorams and more than 1,000 continuin education courses and community trainin prorams. Campuses and offces are located in Hamilton and surroundin communities. Mohawk Collee is currently launchin a call centre trainin proram that qualifies for Apprenticeship proram under Ontario Ministry of Trainin, Collees & Universities mcmaster university is the First University in Canada to offer a Computer Software Enineerin Deree. In 1999, Nortel Networks created Nortel Networks Underraduate Scholarships in Science and Technoloy at McMaster University. The scholarships are established for students in electrical enineerin, computer enineerin, computer science, software enineerin and enineerin physics. This scholarship proram and other McMaster University initiatives will help our future labour force to compete in telecommunications and network based sectors. redeemer university Collee offers a university-level liberal arts and science education which is scripturally-directed and explores the relation of faith, learnin, and livin from a Reformed Christian perspective and supports research and creative endeavor in this context. Collee Boreal is a francophone community collee offerin continuin education, contract trainin, e-learnin, short prorams. Private Institutes Hamilton is served by a number of private career collees includin: CDI Collee, Pathway Trainin Centre, Business Skills Collee, Canadian Institute for Dental Hyiene and Metropolitan Collee of Travel. 8

12 Why Hamilton Housin Reardin availability of housin, Hamilton s downtown has a wide variety of accommodations available. For example, the renovated (historic) Piot and Sunlife condominium apartments priced from $80,000 per unit and up. These well-appointed condominiums are located at Main and James Streets. Other condominiums offer alternate pricin. Sinle family houses ranin from $100,000 upwards to $500,000+ offer an excellent rane of choices dependin upon the purchaser s needs. For example, a 3 bedroom detached sinle family house located south or southwest of the downtown core would be priced at approximately $200,000. City of Hamilton apartment rental costs start at $600/month for a one-bedroom and $750/month for a two-bedroom. Averae Apartment Rents, 2013 Bachelor $588 One-Bedroom $766 Two-Bedroom $932 Three-Bedroom $1,130 Averae vacancy rate 4.3% Source: CMHC Rental Market Report Fall 2013 Averae Townhouse Rents, 2013 Two-Bedroom $936 Three-Bedroom $1,128 Averae vacancy rate 3.5% Source: CMHC Rental Market Report Fall

13 Why Hamilton Public Transit There are 32 bus routes runnin 7days/week from 5:30am to 1:00 am. From anywhere in Hamilton it takes only one bus ride to reach the centre of our City arrivin at our new centralized downtown terminal in the heart of our core. For more information outlinin key bus lines, o to the followin: Quality of Life Hamilton is a city of many communities, built on community spirit. Physically defined by unique eoraphical features like the Niaara Escarpment and Hamilton Harbour, the municipality has a broad mix of urban centres and sprawlin farmland, offerin beautiful sihts at every turn. From Flamborouh to Stoney Creek and all points in between, the municipality is industrious and culturally diverse. With a wide rane of museums, libraries, entertainment venues, recreational facilities, parks and conservations areas, the City of Hamilton offers the perfect place to start a business, raise a family and row with the community. 10

14 Get Connected With Hamilton: Carolynn Reid Business Development Consultant Economic Development Offce ext City of Hamilton 71 Main St W., 7th Floor L8P 4Y5 investinhamilton.ca