Canada Contact Centre Compensation Survey | Mercer

Canada Contact Centre Compensation Survey

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Canada Contact Centre Compensation Survey SKU_7383

Save 25% off 2016 North American compensation surveys

With 13 position families analyzed by location, customer focus, market served, and organization size, the Canada Contact Centre Compensation Survey is designed to assist contact centre managers and human resource professionals in developing and maintaining competitive compensation plans for one of the most important functional areas of today´s service-focused environment.

Your compensation strategy can be the difference in reducing turnover, leveraging incentive plans, and building a stable and effective contact centre team. Based on comprehensive compensation data gathered for 88 positions, within nearly 300 contact centres from across the country, this salary survey provides you with the opportunity to attract and retain top talent and help you keep pace with the growing contact centre industry.

  • Overview
  • Product Details
  • Pricing
  • Buy Now
  • Schedule
  • How to Participate - 2017
  • Participating Companies
  • Sample Report

Overview

This survey analyzes components of compensation data ranging from base pay, pay ranges, turnover, variable compensation, and other critical pieces of contact centre information to help you optimize your compensation strategy. This survey also includes a key industry policies report and a special section on social media agents.

Survey results and salary comparison information is delivered in Mercer WIN®, which gives you access to Mercer data through a variety of filterable parameters, including geography, industry, company size, and more. This allows you to more efficiently organize and analyze the HR metrics, compensation surveys, and general salary benchmarking information directly on the Mercer WIN® platform.

Additionally, Mercer WIN® enables convenient salary comparison that can enhance your compensation plans and compensation benchmarking efforts in a variety of ways. Some of these features include:

  • In-depth analysis customized by job/position
  • Ability to compare job descriptions side by side
  • Changeable pay elements to support your desired level of analysis
  • Function and career-level analysis
  • Easily exportable data for integration into other systems
  • Presentation-quality summary reports
Also, a published PDF of the compensation survey results is available in MercerWIN®.

Salary Survey Methodology

Mercer’s salary surveys are designed using the most accurate and up-to-date HR metrics and market data practices. Data is collected from HR professionals at participating organizations and is never employee self-reported. It is then analyzed for validity, thoroughness, and market representation based on the organization´s size, structure, geographic region, or any combination of these factors. A minimum number of incumbents, organizations, and distinct organizations are required in order to report each Mercer data element. If minimums are not met, the market data is suppressed, ensuring that you always receive the highest level of data confidentiality.

Product Details

Survey Statistics

  • # Positions: 100
  • # Organizations: 128
  • # Employees: 32,873
  • # Contact centers represented: 456

Based on data from the last completed survey.

Data Collected

  • Absenteeism rates
  • Organization data
  • Turnover
  • Base salary
  • Overtime eligibility
  • Workforce composition metrics
  • Incentives (annual and sales)
  • Premiums (language and shift)
  • Workforce retention metrics
  • Operational information
  • Salary ranges

Data Analzyed

Customer Focus

  • Businesses
  • Consumers

Market Served

  • Diversified/Service bureau
  • Insurance
  • Telecommunications
  • Finance/Banking
  • Polling/Response collection
  • Travel and hospitality
  • Freight/Shipping
  • Retail/Consumer products
  • Utilities
  • Healthcare
  • Technology/High-tech products

Geographic Area

  • City/Regional/Provincial

Size

  • Contact Centre headcount
  • Organization revenue

Position Families Analyzed

  • Collections
  • Inbound Order Entry
  • Retention
  • Customer Service
  • Internet Support
  • Specialized Support
  • Full Account Management
  • Outbound With Selling
  • Staff
  • Inbound/Outbound
  • Outbound Lead Generation
  • Technical Support
  • Inbound With Selling

Pricing

Product Participants Non-Participants
2017 Canada Contact Centre Compensation Survey CAD 1,500 CAD 4,500

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.
  • 2017 results will be available for purchase in September.

Buy Now

Canada Contact Centre Compensation Survey

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Schedule

  • Participation Opens: February 13
  • Participation Deadline: May 12
  • Report Available: September

How to Participate - 2017

2017 Survey participation is now closed. If you missed the deadline for participating in this survey, please call us to learn more about additional options that may be available.

Survey participation is open to all organizations with matching jobs and is not required to purchase results. As a survey participant however, 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.

Participating Companies

  • A. O. SMITH ENTERPRISES, LTD.
  • AC NIELSEN COMPANY OF CANADA
  • ACCENTURE, INC.
  • AGERO, INC. (CANADA)
  • AIM METALS & ALLOYS LP
  • AIMIA, INC. - AIMIA CANADA, INC.
  • AIR CANADA
  • ALBERTA MOTOR ASSOCIATION
  • ALL WEATHER WINDOWS
  • ALTERNA SAVINGS AND CREDIT UNION, LTD.
  • AMERISOURCEBERGEN CORPORATION - INNOMAR STRATEGIES INC.
  • ARLA FOODS, INC.
  • ASPIRE LIFESTYLES SERVICES
  • AVIALL CANADA, LTD.
  • BANK OF MONTRÉAL
  • BECTON DICKINSON CANADA, INC.
  • BELL CANADA
  • BEST BUY CANADA, LTD.
  • BIOMÉRIEUX CANADA
  • CAA SOUTH CENTRAL ONTARIO
  • CAESARSTONE CANADA INC
  • CANADIAN BLOOD SERVICES
  • CANADIAN IMPERIAL BANK OF COMMERCE
  • CANADIAN TIRE CORPORATION, LIMITED - CANADIAN TIRE FINANCIAL SERVICES LIMITED
  • CANADIAN TIRE CORPORATION, LIMITED - FGL SPORTS, LTD.
  • CITIGROUP, INC. - CITI CARDS CANADA, INC.
  • CITIGROUP, INC. - CITIFINANCIAL CANADA, INC.
  • COAST CAPITAL SAVINGS CREDIT UNION
  • CONVERGYS CORPORATION
  • CORIX INFRASTRUCTURE, INC.
  • CORIX UTILITIES
  • CORIX WATER PRODUCTS
  • CREDIT UNION CENTRAL ALBERTA, LTD.
  • CRELOGIX ACCEPTANCE CORPORATION
  • CST TRUST COMPANY
  • D2L CORPORATION
  • DELAVAL, INC.
  • DHL EXPRESS (CANADA), LTD.
  • ECONOMICAL INSURANCE
  • ELEMENT FLEET MANAGEMENT
  • ELI LILLY CANADA, INC.
  • EMERA, INC. - NOVA SCOTIA POWER, INC.
  • ENFORM
  • EQUIFAX CANADA
  • EXEL CANADA, LTD.
  • FAIRMONT RAFFLES HOTELS INTERNATIONAL
  • FEDEX EXPRESS CANADA, LTD.
  • FIDELITY INVESTMENTS CANADA ULC
  • FOUR SEASONS HOTELS AND RESORTS
  • FRESENIUS MEDICAL CARE CANADA
  • G&K SERVICES
  • GENERAL MOTORS FINANCIAL OF CANADA, LTD.
  • GENERAL MOTORS OF CANADA LIMITED
  • GENWORTH FINANCIAL
  • GEORGIA-PACIFIC CANADA - CONSUMER PRODUCTS
  • GEORGIA-PACIFIC CANADA - NORTH WOODS
  • GLOBAL PAYMENTS CANADA
  • GRASS VALLEY, A BELDEN BRAND
  • HALDEX LIMITED
  • HAMMOND POWER SOLUTIONS, INC.
  • HEALTHCARE OF ONTARIO PENSION PLAN
  • HP, INC.
  • IKEA CANADA
  • INNOVATIA INC.
  • INSCAPE CORPORATION
  • INSURANCE CORPORATION OF BRITISH COLUMBIA
  • INTACT FINANCIAL CORPORATION
  • INTEGRA CANADA
  • INTERNATIONAL FINANCIAL DATA SERVICES (IFDS)
  • INVESCO TRIMARK
  • IVARI
  • KCI MEDICAL CANADA, INC.
  • LEON'S FURNITURE, LTD. - THE BRICK, LTD.
  • LOYALTYONE, INC.
  • MANITOBA TELECOM SERVICES, INC.
  • MANULIFE FINANCIAL CORP.
  • MC COMMERCIAL INC.
  • MCAP COMMERCIAL
  • MEDAVIE BLUE CROSS
  • MERCEDES-BENZ CANADA, INC.
  • MERCEDES-BENZ FINANCIAL SERVICES CANADA CORPORATION
  • MERIDIAN CREDIT UNION
  • MOUVEMENT DES CAISSES DESJARDINS - DESJARDINS ASSURANCES GENERALES
  • MOUVEMENT DES CAISSES DESJARDINS - DESJARDINS FINANCIAL SECURITY LIFE ASSURANCE COMPANY
  • MOUVEMENT DES CAISSES DESJARDINS - DESJARDINS GENERAL INSURANCE GROUP, INC.
  • MOUVEMENT DES CAISSES DESJARDINS - FEDERATION DES CAISSES DESJARDINS DU QUÉBEC
  • MOUVEMENT DES CAISSES DESJARDINS - LA PERSONNELLE ASSURANCES GENERALES INC.
  • MOUVEMENT DES CAISSES DESJARDINS - THE PERSONAL INSURANCE COMPANY
  • OXFORD UNIVERSITY PRESS - CANADA
  • PANASONIC CANADA, INC.
  • PITNEY BOWES OF CANADA, LTD.
  • POLYTAINERS, INC.
  • PORTER AIRLINES INC.
  • PRA GROUP CANADA, INC.
  • QUADRA CHEMICALS, LTD.
  • ROGERS COMMUNICATIONS, INC.
  • ROYAL BANK OF CANADA
  • SAFILO CANADA, INC.
  • SAMSUNG ELECTRONICS CANADA, INC.
  • SANDVIK CONSTRUCTION
  • SANDVIK COROMANT CANADA
  • SANDVIK CUBEX
  • SANDVIK DORMER PRAMET
  • SANDVIK MATERIALS TECHNOLOGY
  • SANDVIK MINING SYSTEMS
  • SANDVIK PROCESS SYSTEMS
  • SASKTEL
  • SHAW COMMUNICATIONS, INC.
  • SIMPSON STRONG-TIE CANADA, LTD.
  • SITEL CANADA CORPORATION
  • SPP CANADA AIRCRAFT, INC.
  • STAPLES CANADA, INC.
  • STARTECH.COM
  • SUN LIFE FINANCIAL
  • SUN LIFE FINANCIAL - CANADA
  • SUN LIFE/BK
  • SUN-RYPE PRODUCTS, LTD.
  • TD BANK FINANCIAL GROUP
  • TELUS CORPORATION
  • TETRA PAK CANADA, INC.
  • THE CITY OF CALGARY
  • THE CO-OPERATORS GROUP LIMITED - CO-OPERATORS GENERAL INSURANCE COMPANY
  • THE CO-OPERATORS GROUP LIMITED - CO-OPERATORS LIFE INSURANCE
  • THE CO-OPERATORS GROUP LIMITED - CUMIS
  • THE DATA GROUP OF COMPANIES
  • THE GREAT-WEST LIFE ASSURANCE COMPANY
  • TORNIER ORTHOPEDICS, INC.
  • TRANSAT A.T., INC.
  • TUGO
  • UNILEVER CANADA, INC.
  • UPS CANADA
  • WEIGHT WATCHERS CANADA, LTD.
  • WESTERN CANADA LOTTERY CORPORATION
  • WESTJET AIRLINES, LTD.
  • WESTMINSTER SAVINGS CREDIT UNION
  • WRIGHT MEDICAL TECHNOLOGY CANADA LTD.
  • YORK UNIVERSITY

Sample Report

Sample Report

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

  • Ordering TypeWIN
  • IsOrderingSetYes
  • Additional User Price220
  • Compensation GridShow
  • RegionCA