Canada Contact Centre & Customer Service Policy Survey

Align your policy strategy with the market

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Managing contact center and customer service talent as an HR professional is no simple task. With everything going on in today's world, having policies in place that support and promote your approach to customer satisfaction is key to the success of your organization.

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?

Participation open: March - May

Results publish: October

2019 results available

  • 13 organizations
  • CAD 500 – 1,500
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Sample report

  • Product Details
  • 2021 Survey Participation
  • Pricing / Buy Now
  • Survey Schedule
  • Sample Report
  • Sample Report

Product Details

Survey Statistics

  • # Organizations: 14

Based on data from the 2020 Canada Contact Centre & Customer Service Policy Survey.

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

Interested in contact centre compensation data? Use the Canada Contact Centre & Customer Service Compensation Survey to further optimize 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.

2021 Survey Participation

Data Submission Tools

Participate Online

Survey participation is open to all organizations. To participate in this survey, simply click the 'participate online ' link above and follow the steps provided. Rest assured that the importance of your data security is not taken lightly at Mercer, so we take the utmost precautions to protect it.

What's new in 2021

Data for this survey will be collected through Mercer Data Connector, an innovative online platform created to simplify the participation process with easy data importing, real-time data validation, and more.

This survey will be included in the Canada MBD: Mercer Benchmark Database, for more comprehensive data to help you further enhance your talent strategy. 

Why should you participate?

  • Align your pay policies to the market.
  • Maximize your budget by making informed decisions to ensure you are not overpaying or underpaying.
  • Secure a significant discount on survey results.

2021 survey schedule

  • Participation opens: March 1
  • Participation closes: May 28
  • Results available: October

Note: we will not extend participation past the close date. Please contact us to learn more about our participation services to ensure you meet the deadline.

Participation Webinar

Attend a participation webinar or watch a recording to better understand the submission process and the survey data that is collected.

Canada Webinars & Events

2021 survey pricing

Product Participant Non-Participant
Canada Contact Centre & Customer Service Policy Survey CAD $550 CAD $1,650

Pricing

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

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Canada Contact Centre & Customer Service Policy Survey

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*Those that participate in both the US Contact Center & Customer Service Compensation Survey and US 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 USD 200 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 are available for purchase.

 

Survey Schedule

  • Participation open: March 1
  • Participation deadline: May 28
  • Results publish: October

Sample Report

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

Sample Report

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

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