Canada Contact Centre & Customer Service Policy Survey

Align your policy strategy with the market

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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:

  • Noncash Recognition Programs
  • Language Premiums
  • Work-at-Home practices
  • Shift Differentials
  • Sales Agent Contests
  • Variable Pay Practices (sales and non-sales agents)
Is your policy strategy aligned with the market?

Participation open: February – April

Results publish: September

2019 results available

  • 13 organizations
  • CAD 500 – 1,500
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Sample report

  • Product Details
  • Pricing / Buy Now
  • Survey Schedule
  • Sample Report
  • Participating Companies
  • 2020 survey participation

Product Details

Survey Statistics

  • # Organizations: 13

Based on data from the 2019 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

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.


Product Participants Non-Participants
2019 Canada Contact Center & Customer Service Policy Survey CAD 500 CAD 1,500
2019 Canada Contact Center & Customer Service Compensation Survey CAD 1,575 CAD 4,575

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Canada Contact Centre & Customer Service Policy 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.

Please note:

  • 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.
  • 2019 compensation and policy results now available.

Survey Schedule

  • Participation opens: February 18
  • Participation closes: May 29
  • Results available: September

Sample Report

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

Participating Companies

  • Agero Administrative Services Corp, Canada
  • Alberta Motor Association
  • Bank of Montreal
  • CAA Club Group
  • Concentrix Corporation Canada
  • Costco Wholesale Corporation - Costco Wholesale Canada, Ltd.
  • General Motors Financial of Canada, Ltd.
  • Medavie Blue Cross
  • National Bank of Canada
  • Pethealth, Inc.
  • Princess Auto Ltd
  • SkipTheDishes
  • The Co-operators Group Limited

2020 survey participation

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:

  • A discount on survey results!
  • An exclusive invitation to survey events - attend results webcasts and meetings where Mercer consultants will review the results and identify market trends and factors. You'll also be able to ask questions directly related to your organization.
  • Ensure your data is included in the market results - easily determine your market position with customized reports that compare your company data to your peers.
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • RegionCA
  • Sub TitleAlign your policy strategy with the market
  • Short DescriptionAlign your policy strategy with the market.

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