Canada Contact Centre & Customer Service Compensation Survey

Benchmark pay for critical customer-facing frontline employees

Product Highlights

Position Families

  • Customer Service & Contact Center operations
  • Finance
  • Quality Management
  • Sales, Marketing & product Management

Position Sub-families

  • 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

Download the list of positions included in this survey along with the position descriptions.

  • Base Pay
  • Base Salary Increase Budgets
  • Contests
  • 6+ Language Premiums
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Recruiting and Training Practices
  • Salary Ranges
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • 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
  • Years in Organization
  • Years in Position

Primary Market Served

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

Organization Size

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

Career Streams

  • Executive
  • Management
  • Para-Professional
  • Professional

Customer Focus

  • Business
  • Customer
SINGLELEVELMULTISELECTION

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  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationNo
  • RegionCA
  • Sub TitleBenchmark pay for critical customer-facing frontline employees
  • Short DescriptionBenchmark pay for critical customer-facing frontline employees
  • Enable WidgetsYes
  • widget1Publish Date ~ September 2025
  • widget2Positions Published ~ 225
  • widget3Organizations ~ 816
  • widget4Observations ~ 115,074
  • Enable Home Page DisplayDo Not Show
PARTICIPATION CLOSED

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Product Highlights

Position Families

  • Customer Service & Contact Center operations
  • Finance
  • Quality Management
  • Sales, Marketing & product Management

Position Sub-families

  • 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

Download the list of positions included in this survey along with the position descriptions.

  • Base Pay
  • Base Salary Increase Budgets
  • Contests
  • 6+ Language Premiums
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Recruiting and Training Practices
  • Salary Ranges
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • 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
  • Years in Organization
  • Years in Position

Primary Market Served

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

Organization Size

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

Career Streams

  • Executive
  • Management
  • Para-Professional
  • Professional

Customer Focus

  • Business
  • Customer

Product Details

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 816 organizations and 225 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

 

Your data will be delivered in Mercer WIN®, an online delivery platform that gives you access to the data through a variety of customizable parameters. In just a few clicks, you can:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle
  • Identify the six most common skills associated with a role
  • Download .xls data files for easy importing into your comp management system

Your survey purchase includes access for up to three (3) users at your company. Additional users can be added during checkout.

We also offer integration with select third party compensation systems making it easy to access Mercer data wherever you prefer to do your market pricing activities.

View a list of participating companies included in the Canada Contact Center and Customer Service Call Centers salary survey here.

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 816 organizations and 225 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

 

Your data will be delivered in Mercer WIN®, an online delivery platform that gives you access to the data through a variety of customizable parameters. In just a few clicks, you can:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle
  • Identify the six most common skills associated with a role
  • Download .xls data files for easy importing into your comp management system

Your survey purchase includes access for up to three (3) users at your company. Additional users can be added during checkout.

We also offer integration with select third party compensation systems making it easy to access Mercer data wherever you prefer to do your market pricing activities.

View a list of participating companies included in the Canada Contact Center and Customer Service Call Centers salary survey here.

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PARTICIPATION CLOSED

Participating in the survey

You tell us what’s happening in your organization – from what you pay to how you pay – for your positions and we’ll give you a discount on the results. Survey participation is open to all organizations with matching jobs. Missed this year’s participation window? Contact us to learn how you can participate in the next edition.

Participation Window

Opens: 03/03/2025

Closes: 05/05/2025

Learn more about participation

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