Other customer and information services representatives in Laval

The employment outlook will be Limited for other customer and information services representatives (NOC 64409) in the census metropolitan area of Montréal, including the Laval region, for the 2025-2027 period.

The following factors contributed to this outlook:

• Employment growth will lead to a few new positions.
• A moderate number of positions will become available due to retirements.
• There are several unemployed workers with recent experience in this occupation.

This occupation is evolving in line with the increasing importance placed on customer service across various industries, as companies strive to maintain or expand their market share.

However, competition from countries with low labour costs in call centres is curbing demand for local workers. The outlook for this occupation could also be diminished by using technologies that replace certain tasks, such as automated telephone answering services and online information. Furthermore, artificial intelligence will play an increasingly important role in this sector, particularly in directing calls to the appropriate agent (call routing), better optimizing resources, and supporting ongoing staff training.

Here are some key facts about other customer and information services representatives in the census metropolitan area of Montréal, including the Laval region,:

• Approximately 37,690 people worked in this occupation in May 2021.