Hamilton Contact Centre Profile

CONTACT
CENTRE
PROFILE
HAMILTON
Ontario, Canada
SECTIONS
Table Of Content
The advantages of locating a
Contact Centre in Hamilton:
Hamilton Today
3
Page
1
Incentives & Support
3
Demographics
6
Why Hamilton
8
Access to a labour force
of over 750,000 people
Trained & Ready
Work Force
Excellent
Qualities
and
Benefits
for contact
centre
expansion
and location
Multicultural
905 & 416
area codes
building lease rates
and land prices
Affordable
Accomodation
Fully
Digital
Network
Transportation
Centralized downtown
MacNab St Transit Terminal
Partners
Committed employment, education
and training partners
Contact Centre Profile
1
Hamilton, Ontario
Hamilton Today
n
Top Canadian CiTy in attracting industrial and commercial
development in 2014 for the 3rd straight year.
(Source: Atlanta’s Site Selection Magazine & Conway Data Inc.)
n
BesT plaCe To invesT in Ontario in 2014
(Source: Calgary based Real Estate Investment Network (REIN)
n
FasTesT growing eConomy in Ontario at 2.5% in 2013
(Source: Conference Board of Canada)
n
diversiFied eConomy: One of the most diversified economies in
Canada in 2013 at 0.94 where 1 is highly diverse
(Source: Conference Board of Canada)
n
soCial media: Hamilton is the #1 ranked City in Canada and #2 ranked
City in North America for the use of social media marketing in Economic
Development and Tourism
(Source: Intelegia Montreal, QC)
n
oFFiCially aCCrediTed: The only municipal economic development
office in Canada that is officially accredited by the International
Economic Development Council- providing a high calibre of
professional skills in the economic development field.
Contact Centre Profile
2
Hamilton, Ontario
Incentives & Support
INCENTIVES
g
Apprenticeship Employer Signing Bonus (AESB)
$2,000 employer signing bonus to encourage contact centre employers to
register new contact centre apprentices. This will assist employers to hire and
register new employees who have left school and require upgrading to meet
the registration standards for contact centre apprenticeship training.
www.tcu.gov.on.ca/eng/employers/emp_bonus.html
g
Apprenticeship Completion Employer Bonus (ACEB)
Employers can earn a $1,000 taxable grant for each apprentice they employ
and train who completes their apprenticeship, receives a Certificate of
Apprenticeship and where applicable a Certificate of Qualification.
www.tcu.gov.on.ca/eng/employmentontario/employers/appr_completion.html
g
Apprenticeship Completion Bonus in Non-Red
Seal Trades (ACBNST)
The apprenticeship completion bonus in non-Red Seal trades is a taxable
cash grant of $2,000. The grant is available to registered apprentices after they
successfully complete their apprenticeship training and obtain their Certificate
of Apprenticeship and where applicable their Certificate of Qualification in any
Ontario non-Red Seal trade.
www.tcu.gov.on.ca/.../employers/apprenticeship_bonus.html
g
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
program at an Ontario university or college. The tax credit is based on salaries
and wages paid to a student in a cooperative education work placement.
Corporations can claim 25 per cent of eligible 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.
www.rev.gov.on.ca/english/credit/cetc
Contact Centre Profile
3
Hamilton, Ontario
Incentives & Support
g
Ontario Disability Support Program (ODSP)
Income support program for the disabled and employment support to help
disabled to achieve their employment goals.
www.mcss.gov.on.ca/en/mcss/programs/social/odsp
g
Youth Employment Fund (YEF)
Employers will receive incentives to help cover the cost of wages and training
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 training and wage costs linked with a job
placement. Incentives are also meant to support on-the-job training and to
offset the risk of hiring youth employees with less experience. Incentives are
flexible and there is no set formula for whether funding is used for training
and/or for wages.
www.tcu.gov.on.ca/eng/employmentontario/youthfund
SUPPORT SERVICES
The CiTy
oF
hamilTon
has a numBer oF CommuniTy agenCies to assist
your company in accessing available hiring and training incentives. Hamilton
has many co-ordinate hiring services that will provide employers with a range
of services free of charge. These include the sourcing of candidates based on
specific requirements stipulated by the potential employer. These services
occur in co-operation with agencies such as McMaster University, Mohawk
College, Service Canada and the Ministry of Community and Social Services.
g
French Canadian Association of Ontario
ACFO-Hamilton (French Canadian Association of Ontario) in partnership with
Service Canada offers an employment assistance program for Francophones
within the Hamilton and Halton Regions. As an employer of this Region, ACFO
would be happy to assist you in filling your bilingual staff needs and this at no
cost to you.
Contact Centre Profile
4
Hamilton, Ontario
Incentives & Support
The Francophone Resource Centre has a diverse group of clients looking for
Employment and a large number of multilingual people.
www.acfo-hamilton.on.ca
g
Employment Options – College Boreal
Employers who are looking to hire staff can advertise job openings by
contacting our Information and Resource Services. Employment Options
staff can provide employers with screening and recruiting services to meet
their business needs. Through the Job Matching, Placement and Incentives
component of Employment Options, employers may be eligible for training
incentives to offset some of the costs of providing on-the-job training / work
experience to Employment Options participants.
www.collegeboreal.ca
g
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 get to know your company’s specific job requirements
such as skills, abilities and training needs. Then Employment Placement staff go
to work to find the right people to match your needs. Their primary goal is to
match people who are capable and motivated to the right jobs.
www.hamilton.ca/owjobs
g
Job Matching and Placement Service Providers:
Employment Centre
Goodwill Career Centre
Employment Hamilton
Mohawk College & Mohawk College Stoney Creek
vpi Inc.
Wesley Urban Ministries Employment Services
YMCA Employment Services
Contact Centre Profile
5
WebsiteLow
www.goodwillonline.ca
www.EmploymentHamilton.com
www.mohawkcollege.ca/ces
www.vpi-inc.com
www.wesleyurbanministries.ca
www.mydreamjob.ca
Hamilton, Ontario
3
Demographics
g
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 strategically located between Toronto, Ontario
and Buffalo, New York, on the Queen Elizabeth Way (QEW).
520,000
g
Hamilton Population
Now 520,000 and expected to
grow to 660,000 by 2031
(Source: 2011 Census)
da
g
Can
a
6 Communities
Hamilton
population
is
spread
throughout the City’s six commu­
nities:
Stoney
Creek,
On
ta
Hamilton,
rio
Glanbrook, Ancaster, Dundas and
Flamborough.
munitie
so
Com
f
Culture and Languages
Hamilton offers a cross section
of languages that meet and
exceed contact centre multi­
lingual needs, and has a growing
ton
mil
Ha
g
Flamborough
Dundas
Hamilton Stoney
Creek
Ancaster
Glanbrook
Guelph
Kitchener
population of Asian, African,
Lake Huron
Mexican and South American
immigrants along with a strong
Michigan
London
French speaking population.
the total francophone population
Windsor
Lake Erie
across Central Southwest Ontario.
(Source: StatsCan 2011)
Contact Centre Profile
Niagara Falls
New York
This region has a francophone po­
pulation of over 35,000, 11.8% of
Hamilton
Lake Ontario
6
Hamilton, Ontario
3
Demographics
g
Labour and Employment Characteristics
The Hamilton CMA labour force (including Burlington and Grimsby) is 415,400 as
of August 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 larger call centres (Revenue Canada) is unionized.
Top CusTomer serviCe/ConTaCT CenTre employers
Company
unemploymenT raTes
7.1% as of August, 2014
Source: Statistics Canada
Labour Force Survey Release
saTuraTion raTe:
The
contact
centre
industry
saturation rate in Hamilton is
0.73%, factoring in a total labour
force of 411,000 (2011 Census).
The data illustrates that Hamilton
has tremendous opportunity for
growth in this sector and is well
below the industry guidelines of
5%. Based on a saturation rate of
less than 1% in Hamilton, has ample
room for growth 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%.
Location
SP Data LLC
Downtown
APAC/Protocol Global Solutions
Downtown
Pizza Pizza
Eastend
Aditya Rirla Minacs
Downtown
Canada Customs & Revenue Agency
Downtown
Dependable IT
Downtown
EasyHome Financial
Downtown
CAA
Eastend
Central Ambulance Communication Centre
Mountain
AMEX Canada Inc
Virtual
Canadian Cancer Society
Eastend
Frontline Focus
Downtown
Mystique Marketing
Downtown
City of Hamilton - Customer Care
Downtown
TOTAL
Primary Business
Employees
3rd Party
400
Inbound/Outbound
338
Inbound
300
3rd Party
260
Government
225
Inbound
223
Inbound
125
Emergency/Travel
80
Emergency/Healthcare
65
Corporate Travel
50
Outbound/Fundraising
50
Inbound
50
Outbound/Fundraising
50
Inbound
40
2,225
Source: 2013 Employment Survey, City of Hamiton Planning & Economic Development
ConTaCT CenTre wage raTes (Typical salaries for the following jobs titles - starting positions)
Job Titleo
Customer Service Representative
Human Resources Manager
Information Systems and Data Processing Managers
Retail Trade Manager
Computer Technologist
Telecommunications Installation and Repair Worker
Computer Systems Analyst
Source: Drake International 2012
Contact Centre Profile
7
LowLow
10.25
18.31
17.24
12.00
16.54
11.50
17.93
High
16.00
25.90
24.97
16.91
24.78
15.87
32.10
Hamilton, Ontario
*typically $1-$2
premium/hour for
bilingual talent
Why Hamilton
g
Education
Hamilton’s education system is one of the finest in Canada with leaders such
as Mohawk College of Applied Arts and Technology, McMaster University,
Redeemer University College and College Boreal, providing a well-educated
and skilled work force for local businesses.
mohawk College offers over 100 full-time post-secondary and apprenticeship
programs and more than 1,000 continuing education courses and community
training programs. Campuses and offices are located in Hamilton and
surrounding communities. Mohawk College is currently launching a call centre
training program that qualifies for Apprenticeship program under Ontario
Ministry of Training, Colleges & Universities
www.mohawkcollege.ca
mCmasTer universiTy is the First University in Canada to offer a Computer
Software Engineering Degree. In 1999, Nortel Networks created Nortel Networks
Undergraduate Scholarships in Science and Technology at McMaster University.
The scholarships are established for students in electrical engineering, computer
engineering, computer science, software engineering and engineering physics.
This scholarship program and other McMaster University initiatives will help our
future labour force to compete in telecommunications and network based sectors.
www.mcmaster.ca
redeemer universiTy College
offers a university-level liberal arts and
science education which is scripturally-directed and explores the relation of
faith, learning, and living from a Reformed Christian perspective and supports
research and creative endeavor in this context.
www.redeemer.ca
College Boreal is a francophone community college offering continuing
education, contract training, e-learning, short programs.
www.collegeboreal.ca
g
Private Institutes
Hamilton is served by a number of private career colleges including: CDI
College, Pathway Training Centre, Business Skills College, Canadian Institute for
Dental Hygiene and Metropolitan College of Travel.
Contact Centre Profile
8
Hamilton, Ontario
Why Hamilton
g
Housing
Regarding availability of housing, Hamilton’s downtown has a wide variety of
accommodations available. For example, the renovated (historic) Piggot 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 pricing.
Single family houses ranging from $100,000 upwards to $500,000+ offer an
excellent range of choices depending upon the purchaser’s needs. For example,
a 3 bedroom detached single 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.
Average Apartment Rents, 2013
Bachelor
One-Bedroom
Two-Bedroom
Three-Bedroom
Average vacancy rate 4.3%
Source: CMHC Rental Market Report Fall 2013
Average Townhouse Rents, 2013
Two-Bedroom
Three-Bedroom
Average vacancy rate 3.5%
Source: CMHC Rental Market Report Fall 2013
Contact Centre Profile
9
$588
$766
$932
$1,130
$936
$1,128
Hamilton, Ontario
Why Hamilton
g
Public Transit
There are 32 bus routes running 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
arriving at our new centralized downtown terminal in the heart of our core.
For more inFormaTion outlining key bus lines, go to the following:
www.hamilton.ca/CityServices/transit
g
Quality of Life
Hamilton is a city of many communities, built on community spirit. Physically
defined by unique geographical features like the Niagara Escarpment and
Hamilton Harbour, the municipality has a broad mix of urban centres and
sprawling farmland, offering beautiful sights at every turn. From Flamborough
to Stoney Creek and all points in between, the municipality is industrious and
culturally diverse. With a wide range 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 grow
with the community.
Contact Centre Profile
10
Hamilton, Ontario
Get Connected With Hamilton:
Carolynn Reid
Business Development Consultant
Economic Development Office
Carolynn.Reid@hamilton.ca
905-546-2424 ext. 4381
1-800-868-1329
City of Hamilton
71 Main St W., 7th Floor
Hamilton, Ontario L8P 4Y5
investinhamilton.ca