Canada Contact Centre & Customer Service Policy Survey

Align your policy strategy with the market

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Managing contact center and customer service talent as an HR professional is no simple task. With everything going on in today's world, having policies in place that support and promote your approach to customer satisfaction is key to the success of your organization.

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: March - May

Results publish: September

2020 results available

  • 14 organizations
  • CAD 525 – 1,575
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Sample report

  • Product Details
  • Pricing / Buy Now
  • Survey Schedule
  • Sample Report
  • Participating Companies
  • 2021 Survey Participation

Product Details

Survey Statistics

  • # Organizations: 14

Based on data from the 2020 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. 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
2020 Canada Contact Center & Customer Service Policy Survey CAD 525 CAD 1,575
2020 Canada Contact Center & Customer Service Compensation Survey CAD 1,650 CAD 4,775

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Canada Contact Centre & Customer Service Policy Survey

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*Those that participate in both the Canada Contact Centre & Customer Service Compensation Survey and Canada Contact Centre & 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.
  • 2020 compensation and policy results now available.

Survey Schedule

  • Participation open: March 1
  • Participation deadline: May 28
  • Results publish: October

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 survey here.

2021 Survey Participation

2021 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.

Why should you participate?

  • Align your pay policies to the market.
  • Maximize your budget by making informed decisions to ensure you are not overpaying or underpaying.
  • Secure a significant discount on survey results.

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

  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • RegionEnglish-Canada
  • Sub TitleAlign your policy strategy with the market
  • Short DescriptionAlign your policy strategy with the market.

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