Call Centre


​​​Information Technology Services can setup a Call Centre for any department. For example, when you call the ITS Help Desk (extension 4357), you are presented with multiple options before speaking with a Help Desk Associate.

Generally, a Call Centre is used by a group of individuals responding to inquiries from a customer in order to resolve an issue, provide information, or update information for the customer. A customer may be internal or external of the organization. A Call Center may receive incoming calls or make outgoing calls.

The individuals receiving and responding to the inquiries, Call Centre Agents, may be located in a single location or working across several locations on campus, A Call Centre Manager or Supervisor is responsible for the overall performance of the group.

Our Call Centre(s) include:

  • Automatic Call Distribution (ACD) – This is the primary functionality which receives intake, routes the call to an agent, prioritizes a call on hold, provides updates or music on hold while a caller is waiting, and tracks and reports the performance of the group and agents.
  • Call Reporting – Call reporting may be real-time, providing Call Center Managers or Supervisors with on-demand statistics of calls being serviced, calls in queue, average wait time and other key performance indicators. Reporting may also be historical, providing a Call Center Manager with trends in order to plan for the future, and predict performance.




Service Hours

Monday – Friday

8:30AM – 4:30PM

Service Expectations

Call Centre services available 24/7 except during scheduled maintenance and unplanned outages.


To request this service, please contact the ITS Help Desk.


The ITS Help Desk is happy to help you. Here’s how you can contact us:

Call Us

(905) 688-5550 x 4357