Canada Contact Centre & Customer Service Policy Survey

Assess your policies against the market

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Managing contact center and customer service talent as an HR professional is no simple task. With everything happening in today's world, having policies in place that allow you to hire and motivate talented customer service staff is key to the success of your organization.

Understand the impact of key polices like flexible scheduling, career development, and talent management with the Canada Contact Centre & Customer Service Policy Survey.

Compare your policies to the market on topics such as:

  • Noncash recognition programs
  • Language premiums
  • Work-at-home practices
  • Shift differentials
  • Sales agent contests
  • Variable pay practices (sales and non-sales agents)
The insight you need set your team up for success

Participation open: March – April

Results publish: September

2021 results available

  • 179 organizations
  • CAD 550 – 1,650
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Sample report

  • Product Details
  • Pricing / Buy Now
  • Sample Report
  • Participating Companies
  • 2023 Survey Participation
  • Survey Schedule

Product Details

Survey Statistics

  • # Organizations: 179

Based on data from the 2021 Canada Contact Centre & Customer Service Policy Survey.

Data Collected

  • Base Salary Increase Budgets
  • Contests
  • Language Premiums
    • Arabic
    • Chinese
    • French
    • Japanese
    • Korean
    • Spanish
    • Other
  • Non-cash Recognition
  • Recruiting and Training Practices
  • Shift Differentials
  • Social Media Agents
  • Starting Pay Rates
  • Turnover and Absenteeism
  • Variable Pay Plans
  • Variable Pay - Non-sales Agents
  • Variable Pay - Sales Agents
  • Work-at-home and Virtual Agents

Data Analyzed

  • Customer focus
  • Geographic region/location
  • Market served
  • Organization size

Position Families Analyzed

  • Customer Service & Contact Centre Operations
  • Finance
  • Quality Management
  • Sales, Marketing & Product Management

Position Sub-Families Analyzed

  • Business Process/Service Quality
  • Contact Center Operations & Training
  • Credit & Collections
  • Customer Relationship Management, Issue Resolution & Account Activation
  • Customer Service
  • Customer Service & Contact Centre Operations Leadership
  • Remote/Telesales & Account Management
  • Sales Operations/Administration
  • Sales Training

Interested in contact centre compensation data? Use the Canada Contact Centre & Customer Service Compensation Survey to further optimize your talent strategy.

This survey is powered by Mercer Job Library. View Mercer Job Library FAQs for more details. Survey results are delivered in Mercer WIN®, giving you access to the data through a variety of customizable parameters. Your survey purchase includes access for three (3) Mercer WIN® users. If you need additional users, they can be added during checkout.


Product Participants Non-Participants
2021 Canada Contact Center & Customer Service Policy Survey CAD 550 CAD 1,650
2021 Canada Contact Center & Customer Service Compensation Survey CAD 1,750 CAD 5,060

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Canada Contact Centre & Customer Service Policy Survey

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Please note:

  • Survey purchase includes access for three (3) users. Additional users may be added during checkout for CAD 220 each per module/survey.
  • Individuals or companies using Mercer data for consulting services or commercial purposes are subject to different rates. Please call for more information.
  • 2021 results are now available for both the Compensation Survey and the Policy Survey.

Sample Report

View a sample report of this survey for a glimpse at what’s included.

Participating Companies

View a list of the participating companies included in this Canada call center service survey here.

2023 Survey Participation

2023 survey participation is now closed. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. Survey participation is open to all organizations and is not required to purchase results.

Key Dates:

  • Participation opens March 1, 2023
  • Participation closes May 4, 2023

Why should you participate?

  • Identify adjustments needed to reflect the new shape of work
  • Align to employees’ shifting wants and needs
  • Discover opportunities to address inequities within your workforce

Product Participant Non-Participant
2023 Canada Contact Centre & Customer Service Policy Survey CAD 650 CAD 1,950

To learn more about how you can become a participant, please contact us.

Survey Schedule

  • Participation open: March 1
  • Participation deadline: May 28
  • Results publish: October
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • Enable ParticipationYes
  • Participation Start Date03/01/2023
  • Participation End Date05/04/2023
  • RegionCA
  • Sub TitleAssess your policies against the market
  • Short DescriptionExplore key contact centre policy elements including language premiums, shift differentials, work-at-home practices, and more.
  • CounterPart_SKUSKU_1058