Canada Contact Centre & Customer Service Compensation Survey

Strategically enhance your compensation strategy and customer experience

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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 1,300 organizations for over 320 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


2020 Results Available

  • 196 positions published
  • CAD 1,650 – 4,775
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Sample report

Position list

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

Product Details

Survey Statistics

  • # Positions Surveyed: 587
  • # Positions Published: 196
  • # Organizations: 532
  • # Observations: 71,669
  • # Contact centers represented: 532

Based on data from the 2020 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

  • Businesses
  • Consumers

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 (FTE's)

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

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

Pricing

Product Participants Non-Participants
2020 Canada Contact Centre & Customer Service Compensation Survey CAD 1,650 CAD 4,775
2020 Canada Contact Centre & Customer Service Policy Survey CAD 525 CAD 1,575

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Canada Contact Centre & Customer Service Compensation Survey


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*Those that participate in both the Canada Contact Center & Customer Service Compensation Survey and Canada 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.
  • 2020 compensation results are available for purchase and will be delivered upon survey release (mid-September).

Schedule

  • Participation open: March 1
  • Participation deadline: May 28
  • Date Effective: April 1
  • Results publish: September

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.

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 to the market.
  • Maximize your budget by making informed decisions to ensure you are not overpaying or underpaying.
  • Identify “hot jobs” and areas of focus for your company.
  • Secure a significant discount on survey results.
  • Receive invitations to exclusive participant-only events.

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

  • IsOrderingSetYes
  • Ordering TypeMultiLevelMultiSelection
  • RegionEnglish-United States
  • Sub TitleStrategically enhance your compensation strategy and customer experience
  • Short DescriptionIs your compensation strategy helping you deliver a winning customer experience?
  • isCOLQOLNO

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