INDEPENDENT REVIEW RECORD
Information Technology – Contact Centre Customer Service Agent claim-verification table
Accessed and reviewed August 25, 2026. Numerical, regulatory and time-sensitive information is qualified and linked to its authority.
| Type | Claim | Authority | Status |
|---|---|---|---|
| Identity | Information Technology – Contact Centre Customer Service Agent is listed under Ontario trade code 634E. | Open source ↗ | Verified |
| Scope | An IT Contact Centre Customer Service Agent responds to customer requests through voice and digital channels, uses information systems, documents interactions, resolves service concerns and escalates issues within organizational procedures. | Open source ↗ | Verified |
| Duties | communicates with customers using telephone and digital channels; identifies needs and provides accurate product, service or account information; uses contact-centre, customer-record and knowledge systems; documents interactions and completes service transactions; protects customer information and follows verification procedures; resolves concerns and escalates matters outside scope; works with team members and meets service-quality standards. | Open source ↗ | Verified |
| Training | 4,000 total hours: 3,820 workplace and 180 in school. | Open source ↗ | Verified or qualified |
| Certification | Information Technology – Contact Centre Customer Service Agent has no certifying examination in the reviewed Ontario record. The Certificate of Apprenticeship is the highest available trade certificate. The trade is non-compulsory in Ontario. | Open source ↗ | Verified or qualified |
| Wages | Ontario hourly rates of $17.60, $22.00 and $33.17 convert to $35,200, $44,000 and $66,340 at 2,000 paid hours. | Open source ↗ | Verified calculation |
Wage calculations are broad employee estimates, not guarantees or business-income forecasts. Training delivery, fees, job opportunities and employer requirements can change.
EVIDENCE BASE
Sources & verification
Regulated, numerical and time-sensitive claims link to the authority used. Accessed and reviewed August 25, 2026.
Skilled Trades Ontario — Information Technology – Contact Centre Customer Service Agent ↗Official scope, duties, training and certificationGovernment of Canada Job Bank — Ontario wages ↗Ontario low, median and high employee wage benchmarkSkilled Trades Ontario — Start an apprenticeship ↗Eligibility, sponsors and registrationOntario — OYAP ↗High-school apprenticeship pathway
Use teacher-led activities and school-approved materials to discuss this career.