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Juggling talent management in the contact centre and customer service world is no easy task. As an HR professional the short- and long-term success of your company relies on a fine-tuned approach to making the client happy. Having policies in place that support and promote this approach to customer service from your employees is key.
Understand key policy elements, such as flexible scheduling, career development, and talent management impacts with the Canada Contact Centre & Customer Service Policy Survey. Account for new components of the customer service world like social media agents. Benchmark your talent strategy across key components, such as:
Participation open: February – April
Results publish: September
2019 results available
Based on data from the 2019 Canada Contact Centre & Customer Service Policy Survey.
This survey is powered by Mercer Job Library. Learn more or 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.
Select a Survey
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*Those that participate in both the US Contact Center & Customer Service Compensation Survey and US Contact Center & Customer Service Policy surveys, will receive a discount on the Policy Survey.
Additional buying options are available. Call us to learn how you can lock in rates for two or more years and qualify for additional discounts.
View a sample report of this survey for a glimpse at what’s included.
2020 Survey Participation is now closed. Survey participation is open to all organizations with matching jobs and is not required to purchase results. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. To learn more about how you can become a participant, please contact us. As a survey participant, you do receive key benefits:
Is your compensation strategy helping you deliver a winning customer experience?
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