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?
Survey Details at a glance
  • Overview
  • Product Details
  • 2019 Participation
  • Survey Schedule
  • Sample Report

Overview

Take support for your workforce initiatives within a contact centre and customer service settings to a deeper level. This policy data is designed to work in combination with the Canada Contact Centre & Customer Service Compensation Survey, which addresses key questions regarding base pay and pay ranges for your contact centre and customer service employees.

Survey results are delivered in a published PDF format in Mercer WIN®.

Salary Survey Methodology

Mercer surveys are designed using the most accurate and up-to-date market data practices. Data is collected from HR professionals at participating organizations and then analyzed for validity, thoroughness, and market representation based on the organization’s size, structure, geographic region, or a combination of these factors. A minimum number of incumbents, organizations, and distinct organizations are required in order to report each data element. If minimums are not met, the market data is suppressed, ensuring you the highest level of data confidentiality.

View Sample Report

Product Details

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
  • 2019 Participation

    Data Submission Tools

    Participate Online

    Submitting data for the Contact Centre & Customer Service Compensation Survey and Policy Survey is handled independently of one another.

    To become a survey participant of the Policy Survey, download the questionnaire above, review and complete the questionnaire, and then submit. It's that simple! We understand the level of sensitivity in the data provided and will hold your data in the strictest confidence. Looking to participate in both surveys? Access participation materials for the Compensation Survey.

    2019 Participation is now open!

    Survey participation is open to all organizations with matching jobs and is not required to purchase results. To participate in the 2019 survey, please submit your completed questionnaire before the deadline. 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.

    2019 Survey Schedule

  • Participation opens: March 18
  • Participation closes: April 26
  • Results available: August
  • Participation Webcasts
    To better understand the submission process, as well as the survey data collected, attend a participation webcast.
    Canada Webcasts & Events

    2019 Pricing

    Participant
    2019 Canada Contact Center & Customer Service Policy Survey – CAD 500 

    Non-Participant
    2019 Canada Contact Center & Customer Service Policy Survey – CAD 1,500

    *Those that participate in both the Canada Contact Centre & Customer Service Compensation Survey and the Canada Contact Centre & Customer Service Policy survey, will receive a discount on the Policy Survey.

    Survey Schedule

    • Participation opens: March 18
    • Participation closes: April 26
    • Results available: August

    Sample Report

    View a sample report of this survey for a glimpse at what’s included.
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    • Sub TitleAlign your policy strategy with the market