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

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 567 positions representing 410 contact centre services in Canada. 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?

Participation Open: February – April

Results Publish: September

2019 Results Available

  • 567 positions published
  • CAD 1,575 – 4,575
Buy now!

Sample report

Position list

  • Product Details
  • 2021 Survey Participation
  • Pricing / Buy Now
  • Schedule
  • Participating Companies
  • Sample Report
  • 2020 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.

2021 Survey Participation

Data Submission Tools

Participate Online
Job Matching Booklet

Survey participation is open to all organizations with matching jobs. To participate, click the ‘participate now’ 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 compensation strategy. 

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.

2021 survey schedule

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

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 Compensation Survey CAD $1,750 CAD $5,060

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

Buy Now

Canada Contact Centre & Customer Service Compensation Survey


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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.
  • 2018 results now available.

Schedule

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

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.

2020 survey participation

2020 Survey Participation is now closed. Survey participation is open to all organizations with matching jobs and is not required to purchase results. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. 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.
  • IsOrderingSetYes
  • Ordering TypeMultiLevelMultiSelection
  • RegionUS
  • 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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