Canada Contact Centre & Customer Service Compensation Survey

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Canada Contact Centre Compensation Survey SKU_7383

In an increasingly digital world, listening with empathy has never been more crucial. As contact centres evolve and working remotely becomes more common, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the salary data you need to attract and retain employees for these essential positions within your organization?

The Canada Contact Centre and Customer Service Compensation Survey, now part of the Canada MBD: Mercer Benchmark Database equips you with salary benchmarking data collected from more than 700 organizations and 194 positions. Analyze the data by business, consumer, and customer focus, to help reshape your talent strategy.

Access valuable pay data across four unique position families:

    • Customer service & contact centre operations
    • Finance
    • Quality management
    • Sales, marketing & product management


Do you have the top talent necessary to deliver a more impactful customer experience?

Participation open: March - May

Results publish: September

2023 Results Available

  • 194 positions published
  • CAD 2,050 - 6,150
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Sample report

Position list

Interested in contact centre policy data? Use the Canada Contact Centre & Customer Service Policy Survey to further enhance your talent strategy.

  • Product Details
  • Pricing / Buy Now
  • Participating Companies
  • Position List & Sample Report
  • 2023 Survey Participation

Product Details

Survey Statistics

  • # Positions Surveys: 571
  • # Positions Published: 194
  • # Organizations: 701
  • # Observations: 132,192

Based on data from the 2023 Canada Contact Centre & Customer Service Compensation Survey. Data minimum and suppression rules account for the difference between the number of positions surveyed and published.

Data Collected

  • Base Pay
  • Long-term Incentive Eligibility and Grants
  • Organization Data
  • Salary Ranges
  • Short-term Incentive Eligibility and Amounts
  • Years in Organization
  • Years in Position

Data Analyzed

Customer Focus

  • Business
  • Consumer

Primary Market Served

  • Diversified /Service Bureau
  • Finance/Banking
  • Freight/Shipping
  • Healthcare
  • Insurance
  • Polling/Response Collection
  • Retail/Consumer Products
  • Technology/High-tech Products
  • Telecommunications
  • Travel & Hospitality
  • Utilities

Organization Size

  • Assets
  • Gross Premiums
  • Net Sales Revenue
  • Operating Expenses/Budget
  • Total Employment – Full Time
  • Equivalents (FTEs)

Career Streams Analyzed

  • Executive
  • Management
  • Para-Professional
  • Professional/li>

Position Families Analyzed

  • Customer Service & Contact Center 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, and Account Activation
  • Customer Service
  • Customer Service & Contact center Operations Leadership
  • Remote/Telesales & Account Management
  • Sales Operations/Administration
  • Sales Training

Interested in contact center policy data? Check out the Canada Contact Center and Customer Service Policy Survey to further optimize your workforce 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 Participant Non-Participant
2023 Canada Contact Centre & Customer Service Compensation Survey CAD 2,050 CAD 6,150
2023 Canada Contact Centre & Customer Service Policy Survey CAD 650 CAD 1,950


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Canada Contact Centre & Customer Service Compensation Survey

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Additional buying options are available. Contact us today to learn how you can qualify for additional discounts.

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.
  • 2023 results are now available for purchase.

Participating Companies

View a list of the participating companies included in this survey here.

Position List & Sample Report

Position List

View the position list and descriptions included in this HR compensation survey to optimize your ongoing compensation and benchmarking efforts.

Sample Report

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

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?

  • Align your pay 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
  • Receive invitations to exclusive participant-only events

Product Participant Non-Participant
2023 Canada Contact Centre & Customer Service Compensation Survey CAD 2,050 CAD 6,150

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

  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationNo
  • RegionUS

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