contact centre overview including sites 2014 03

Sarnia-Lambton Contact Centre Overview

Sarnia-Lambton Economic Partnership

Why Sarnia is a great location for Contact Centres?

n Skilled Available Workforcen Marriott Virtualization / Restructuring April 2014n NCO closure July 2012n StarTek closure 2011

n Turn-key Real Estaten Great Community

n Small enough to provide an affordable lifestyle and big enough to supply a skilled workforce and community assets.

n A large portion of Sarnia-Lambton’s contact centre workforce is located in an area designated by Statistics Canada as Sarnia CA. This region is made up of Sarnia, Point Edward, St. Clair Township and the Aamjiwnaang First Nation.

n Contact centre staff also come from the areas surrounding Sarnia as well as the northern part of Chatham-Kent.

Contact Centre Labour Profile

136,385

10,185

36,66589,535

635

14,515

2,030

72,355

Total Age 15 – 64

59,230Total23,645Remainder of

Lambton County

89,540Total

6,665Chatham-Kent (Wallaceburg)

430Aamjiwnaang

9,835St. Clair

1,310Point Edward

47,655Sarnia

Statistics Canada. 2012. Census Profile. 2011 Census.

Population Distribution

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Sarnia (CA) Lambton (CD)


Workforce by Industry

Statistics Canada. 2013. National Household Survey (NHS) Profile. 2011, Released September 11, 2013.

Labour Force by Industry

0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000

11 Agriculture, forestry, fishing and hunting21 Mining, quarrying, and oil and gas extraction

22 Utilities23 Construction

31-33 Manufacturing41 Wholesale trade

44-45 Retail trade48-49 Transportation and warehousing

51 Information and cultural industries52 Finance and insurance

53 Real estate and rental and leasing54 Professional, scientific and technical

55 Management of companies and enterprises56 Administrative and support, waste

61 Educational services62 Health care and social assistance71 Arts, entertainment and recreation72 Accommodation and food services

81 Other services (except public administration)91 Public administration

n Only 1.07% of the Sarnia (CA) workforce is employed in the contact centre industry

n Overall, Sarnia-Lambton only has 0.76% of its workforce employed in contact centres.

Contact Centre Labour Concentration

N/A300Atelka Contact Centre (Fall ’14)

1.07%Concentration (Sarnia CA)

59,230Sarnia (CA)

0.76%

86

25082,875

Age 15 – 64

$13.00

$11.50

Starting Wage

Lambton CountyMarriott Resv. Centre (Apr. ‘14)

Concentration (Lambton)

SunMedia Sales Centre

Population: Statistics Canada. 2012. Census Profile. 2011 Census.

Employment Information: Employer Interviews and estimations

Educational Attainment

Statistics Canada. 2013. National Household Survey (NHS) Profile. 2011 National Household Survey. Released September 11, 2013.

n Sarnia has a higher High school, Apprenticeship and College graduation percentage than the provincial average.

n 67% of Lambton’s population have a High School, Apprenticeship or College diploma (vs. 54% in Ontario)

Total population aged 15 years and over by highest certificate; diploma or degree 104,360 10,473,670 No certificate; diploma or degree 19,540 19% 1,954,520 19% High school diploma or equivalent 33,130 32% 2,801,805 27% Postsecondary certificate; diploma or degree 51,700 50% 5,717,340 55% Apprenticeship or trades certificate or diploma 11,655 11% 771,140 7% College; CEGEP or other non-university certificate or diploma 24,905 24% 2,070,875 20% University certificate or diploma below bachelor level 2,365 2% 427,150 4% University certificate; diploma or degree at bachelor level or above 12,760 12% 2,448,175 23% Bachelor's degree 8,255 8% 1,515,075 14% University certificate; diploma or degree above bachelor level 4,510 4% 933,100 9%

OntarioLambton County

Knowledge of Official Languages

Characteristics Total Male Female Total Male FemaleTotal population 88,750 43,030 45,720 124,870 60,990 63,885 English only 82,330 40,250 42,080 116,850 57,530 59,320 French only 70 35 35 85 40 45 English and French 6,125 2,660 3,465 7,665 3,305 4,360 Neither English nor French 225 90 135 270 110 165

Sarnia (Census agglomeration) Lambton (Census division)

n Sarnia is also home to the following French language schools:n École élémentaire Les Rapides n École secondaire Franco-Jeunesse

n The Lambton Kent District School Board also offers French immersion at a number of elementary and secondary schools throughout the county.


Sarnia-Lambton Call Centre History

n Nordia opened in 1998 (Corunna), closed October 2006n Employed 124 staff when it closed

n RMH/NCO Opened in April 2000 with 500 agents, closed June 2012n Peaked at 1300 agents in 2002-2004n 488 agents when the closure was announced in Jan 2012

n Marriott Worldwide Reservation Centre opened 2003 with 200 agentsn Peaked at 450 staff in 2007n Employed 370 fulltime staff as of Oct. 2013 when they announced conversion of staff to

home based agent model.n By April 2014 they are expected to close their call centre in Sarnia, but will continue to

employ approximately 250 home based agents in the area.n StarTek opened in 2004 with 250 staff

n Peaked at 400 staff in 2008n Closed January 2011 with 215 staff

n Sun Media Inbound Call Centre expanded in 2011 to current locationn Currently 86 staff (September 2013)

n Atelka Inbound Contact Centre, opening April 2014n Expected to be a 300 agent contact centre when fully operational

Current Operating Call Centres - Marriott

n Marriott Worldwide Reservation Centre - Sarnian Opened 2003n Inbound customer service for travel industryn Employed 370 fulltime staff as of October 2013n Announced in October 2013 conversion to home based agent model,

approximately 250 agents will be employed following the closure of the physical contact centre (April 2014).

n 90 agents working as of March 2014 that will not be transitioned to home agents

n Peak employment was 450 in 2007 n 24 hr operation since 2009n Average starting wage is $11 to $11.50 with premiums for bilingual

agentsn Offer benefits, travel incentives, etc.n Services the US Mid Atlantic region and all of Canadan Was the 3rd largest call centre in the Marriott family, the last one in

Canadan High customer satisfaction numbers, excellent employee retention

Current Operating Call Centres - SunMedia

n SunMedia Sarnia Sales Centren Consolidated several contact centres to Sarnia 2011n 86 fulltime staff (September 2013)n Peak employment was 112 staffn 6am to 5pmn Average starting wage is $13 plus commissionsn Offer benefits and commissions for sales and customer

retentionn Inbound advertising sales, customer service and support for

electronic publications for all English speaking Quebecor papers across Canada

n High staff retention with low turnover

Current Operating Call Centres - Atelka

n Opening April 2014 n Operating in a portion of the former NCO

space.n Expected to employ 300 agents when

fully operationaln Sales & Customer Service in the

telecommunications field

NCO Inbound Call Centre – Closed

n Opened April 2000, Closed June 2012 n January 2011 employed 488 staff when closure was announced

(225 fulltime staff at time of closing in June 2012)n Average starting wage was $10.50 with $0.50 adherence bonusn Benefits provided after 1 monthn Average Retention

n 4yr. Agentsn 8yr. Management

n Sales & Customer Servicen In 2011 3 major contracts, 2 in telecommunications and one in

retail consumer electronicsn Previously did utility billing and insurance work

StarTek Inbound Call Centre - Closed

n Opened February 2004 with 250 staffn Peak Staff 400 in 2008n Closed January 2011 with 215 staffn Mobile phone activation and customer servicen Overall good staff retention, location closed and

consolidated to Kingston, work was also moved off-shore

n Very few staff accepted incentives to transfer to Kingston with the closure

Sarnia-Lambton Call Centre Employment early 2008

n NCO Customer Management – 1000n StarTek – 400n Marriott Worldwide Reservations – 450n Osprey Group – 35

n Total Employment in Sector (2008) – 1,885n Total Employment in Sector (expected Fall 2014) - 636

Other Labour Pool Informationn OLG Slots at Hiawatha Race Track closed April 30th, 2012 - 140 full time staff

affectedn Sarnia Zellers location closed March 2013 – 100 employees affectedn Waterville TG in Petrolia added 80 employees to staff of 420 employeesn Lowe’s Home Improvement store opened January 2012 – 135 employeesn Michaels’ Crafts opens in Sarnia in August 2011 – 69 employeesn Major renovations completed at Lambton Mall and Cineplex movie theatre

expansionn BioAmber started construction of $110 million biosuccinic acid plant in Sarnia – 60

full time positionsn St. Clair solar farm construction complete in addition to the second largest

photovoltaic power station in the world already in operationn NOVA Chemicals investing $250 million to allow use of ethane feedstock at its

Corunna plant and relocated their Information Technology Group and Global Accounting Services to the UWO Research Park.

n Provident Energy completed new $10 million rail loading facilityn $12 Million Fiddick’s nursing home expansion completen Enbridge Sarnia pipeline expansion plannedn Entropex, plastics recycling plant, receives $4 million investment from Province of

Ontarion New medical centre and large addition to Vision Nursing home

Regional Educational Facilities

Michigan, USAn Baker Collegen St. Clair Collegen Michigan Staten Wayne State University

Ontario, Canada:n Lambton College (Sarnia)n University of Western Ontarion Fanshawe Collegen University of Guelph

Ridgetown College - (branch campus)

n University of Windsorn University of Waterloon Wilfred Laurier University

Lambton College - Sarnia

n With just over 3,000 full-time students, Lambton College is a great place for students who want a more personal post-secondary educational experience.

n Full-time, part-time and co-op programsn Programs include Business Administration, Information Technology

Professional Program (ITP), Nursing, Personal Support Worker, Early Childhood Education, Fire Science Technology, Alternative Energy Technologist, Chemical Production & Power Engineering Technologist, Construction Carpentry Techniques, Massage, etc.

n International campuses located in China, Saudi Arabia and Nigeria

Sarnia-Lambton’s competitive housing costs

Photo – waterfront condominiums, Village of Point Edward

n Sarnia housing prices are very affordablen 2 bedroom rental $792 (CMHC April

2012)

n Average residential sale price: $204,400 (Sarnia-Lambton Real Estate Board August 2013)

n Houses, condos, and apartments are available on the St. Clair River and Lake Huron waterfronts

n Sarnia-Lambton’s picturesque rural areas provide room for hobby farms as well as large agricultural operations

Sarnia-Lambton’s Amenities

§ Sarnia-Lambton a great place to live and play with all the amenities of big city living with small town friendliness

§ Over 40 miles of beautiful freshwater beaches

§ 60 recreational parks and conservation areas as well as the 6,000 ac. Pinery Provincial Park

§ The best recreational boating experiences on Lake Huron and the St. Clair river.

Sarnia-Lambton’s Entertainment Opportunities

§ RBC Centre – 4,500 seat sports and entertainment complex, home of the Sarnia Sting OHL team.

§ Home to many festivals and events, historically Sarnia hosted the Rogers Sarnia Bayfest which was voted Best Tourism Event in 2009 & 2011 and Top Festival in Ontario for 2011

§ OLG Casino Point Edward and Hiawatha Horse Park and Entertainment Centre

§ Local live theatre venues include the Imperial Theatre and Victoria Playhouse

§ New home to the Judith & Norman ALIX Art Gallery

The Sarnia-Lambton Approach

n We take a business approach to development

n We value long-term relationships

n We welcome you to our community

Sarnia-Lambton Economic PartnershipThe Research Park, Sarnia Lambton1086 Modeland Rd., Building 1050, Suite 100Sarnia ON Canada N7S 6L2519-332-1820 Toll free NA [email protected]

Contacts:

Geoff GreeningMarket Development [email protected]

George MallayGeneral Manager [email protected]

1-800-972-7642www.sarnialambton.on.ca

Potential Call Centre Site Overviews

§ Downtown location directly adjacent to the main telecommunication central office for Bell Canada as well as the main bus terminal for the City of Sarnia.§ Several units available within the mall§ Both underground and above ground

parking are available as well as a food court and many other retail, restaurant, medical and government agencies. § Active arts community including the

new Judith & Norman ALIX Art Gallery, private art galleries, museum and theatre.

Bayside Mall

Bayside Mall – Former StarTek site 272 Positions – 28,000 sq.ft. (optional additional space)

n Management & HR office space

n 3 training rooms

n Testing room

n Lunch room

n Washrooms

n Data centre with fire suppression

n 500 KW DaeWoo Generator

n Additional units available

n Available immediately

1337 London Road – Former Marriott Contact Centre16,170 sqft.

n Available April 2014

n Formerly used as a contact centre by Marriott.

n 174 seat facility (used to operate 400 agent 24hrs. centre)

n 2 training rooms (14 seats/room)

n Reception, administration offices, lunch room, and telecom room.

n In main commercial district.

n Onsite and offsite parking available as well as on major bus route.

§ Former White Rose / Discount Retailer§23,000 sq.ft.

§ Former Price Check grocery store§41,000 sq.ft. (can be subdivided)

§ Former Zellers department store location§128,000 sq.ft. (can be subdivided)

§ Former Sport Check sporting goods store§18,982 sq.ft.

§ Former Cineplex Odeon Location§39,000 sq.ft.

Additional Development Opportunities

1500 London Road – Former White RoseAprox. 23,000 sqft.

n Former White Rose location, recently used as a discount retailer.

n In main commercial section near Lambton College and mall.

n Highway exposure, near 402 highway.

n Plenty of parking

1330 Exmouth St. – Former Price Chopper

n Former grocery store in commercial area.

n Across from Lambton Mall

n Bus access

n Shared parking lot with McDonalds and other retailers.

n Available immediately

1330 Exmouth St. – Former Price Chopper site 41,000 sq.ft. (optional split into 2 units)

n Former grocery store

n Shared shipping and receiving facilities

n Vendor willing to split into smaller units.

n Additional adjacent space available.

1249 London Rd. – Zellers Site

n Current Zellers location to be available in spring 2013

n In main commercial area near Lambton Mall

n Bus access

n Shared site with McDonalds and other retailers / restaurant / bar as well as Goodwill Career centre.

n Closed Spring 2013

1249 London Rd. – Zellers site 128,000 sq.ft. (optional to portion into multiple units)

n Currently department store with restaurant.

n Vendor willing to split into smaller units.

n 16’ ceilings

n 700 parking spots

n Additional separate 25,000 sq.ft. unit on same site to be re-developed.

595 Murphy Road – SportChek Site18,495 sqft.

n Former SportCheklocation.

n In main commercial area across from major grocery store.

n Bus terminal located directly across street.

n Shared site with other services (CAA) / restaurants (Arby’s, Sushi).

n Separate loading dock

n 100 parking spots

1446 London Road – Cineplex OdeonAprox. 39,000 sqft.

n Current Cineplex Odeon theatre location to be available in summer 2013.

n In main commercial beside Lambton Mall.

n Lambton College across street.

n Shared site with other roadhouse restaurant.

n Plenty of parking