Canada Contact Centre & Customer Service Compensation Survey

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Canada Contact Centre Compensation Survey SKU_7383

Contact centre and customer service professionals are often the front line of communication for your business, setting the tone for the client’s experience with and perception of your company. Staffing your teams with the right people and skills to deliver a delightful experience is important.

Minimize turnover and attract the talent and skills you need to be successful with the Canada Contact Centre & Customer Service Compensation Survey. Shape your talent strategy with compensation data collected for 559 positions representing 515 contact centres. Benchmark your compensation strategy across 13 unique position families. Analyze the data by:

  • Customer focus
  • Geographic location
  • Market served
  • Organization size (contact centre headcount and organization revenue)
Is your compensation strategy helping you deliver a winning customer experience?
  • Overview
  • Product Details
  • Pricing / Buy Now
  • Schedule
  • Participating Companies
  • Position List & Sample Report
  • 2019 Participation

Overview

This survey is powered by Mercer Job Library. This comprehensive job catalog provides you with improved job descriptions for more accurate position matches, clearer relationships between jobs, more specializations, and much more. Learn more or view Mercer Job Library FAQs for more details.

Delivered in Fully Customizable Formats

Survey results are delivered in Mercer WIN®, giving you access to the data through a variety of customizable parameters — including geography, industry, company size, and more. Efficiently organize and analyze the information with Mercer WIN, which enables you to:

  • Compare job descriptions side by side.
  • Change pay elements to support the right level of analysis.
  • Perform function and career-level analysis.
  • Export your data for integration into other systems (data also available as an Excel file).
  • Run presentation-quality detailed or summary reports.

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

Survey Statistics

  • # Positions Surveyed: 559
  • # Positions Published: 155
  • # Organizations: 515
  • # Observations: 50,522
  • # Contact centers represented: 378

Based on data from the 2018 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
  • Sales Training

Pricing

Product Participants Non-Participants
2018 Canada Contact Centre & Customer Service Compensation Survey CAD 1,525 CAD 4,575

Buy Now

Canada Contact Centre & Customer Service Compensation Survey

Enhance your compensation strategy and customer experience

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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.
  • 2018 results now available.

Schedule

  • Participation Opens: February 13
  • Participation Deadline: April 19
  • Date Effective: April 1
  • Report Available: September

Participating Companies

View a list of the participating companies included in the 2018 Canada Contact Centre & Customer Service Compensation 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.

2019 Participation

2019 Survey Participation is now closed. Survey participation is open to all organizations with matching jobs and is not required to purchase results. To learn more about how you can become a participant, please contact us. 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.
  • ContentEnhance your compensation strategy and customer experience
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • RegionCA
  • Short DescriptionAnalyze position family data by market, organization size, geography, and customer focus.