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Canada Contact Centre & Customer Service Compensation Survey

SINGLELEVELMULTISELECTION

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In an increasingly digital world, listening with empathy has never been more crucial. As contact centres evolve and working remotely becomes more common, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the salary data you need to attract and retain employees for these essential positions within your organization?

The Canada Contact Centre and Customer Service Compensation Survey, now part of the Canada MBD: Mercer Benchmark Database equips you with salary benchmarking data collected from more than 700 organizations and 194 positions. Analyze the data by business, consumer, and customer focus, to help reshape your talent strategy.

Access valuable pay data across four unique position families:

    • Customer service & contact centre operations
    • Finance
    • Quality management
    • Sales, marketing & product management

 

In an increasingly digital world, listening with empathy has never been more crucial. As contact centres evolve and working remotely becomes more common, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the salary data you need to attract and retain employees for these essential positions within your organization?

The Canada Contact Centre and Customer Service Compensation Survey, now part of the Canada MBD: Mercer Benchmark Database equips you with salary benchmarking data collected from more than 700 organizations and 194 positions. Analyze the data by business, consumer, and customer focus, to help reshape your talent strategy.

Access valuable pay data across four unique position families:

    • Customer service & contact centre operations
    • Finance
    • Quality management
    • Sales, marketing & product management

 

  • 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

View the list of participating companies included in this survey here.

SINGLELEVELMULTISELECTION
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Additional buying options are available. Call us to learn how you can lock in rates for three 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.
  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationYes
  • Participation Start Date03/02/2026
  • Participation End Date05/04/2026
  • RegionCA
  • Sub TitleBenchmark pay for critical customer-facing frontline employees
  • Short DescriptionBenchmark pay for critical customer-facing frontline employees
  • Enable WidgetsYes
  • widget1Publish Date ~ September 2026
  • widget2Positions Published ~ 238
  • widget3Organizations ~ 803
  • widget4Observations ~ 121,755
  • Enable Home Page DisplayDo Not Show

Product Highlights

Position Families

  • Customer Service & Contact Center operations
  • Finance
  • Quality Management
  • Sales, Marketing & product Management

Position Sub-families

  • 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

Download the list of positions included in this survey along with the position descriptions.

Product Highlights

Position Families

  • Customer Service & Contact Center operations
  • Finance
  • Quality Management
  • Sales, Marketing & product Management

Position Sub-families

  • 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

Download the list of positions included in this survey along with the position descriptions.

Participation
PARTICIPATION CLOSED

Participating in the survey

You tell us what’s happening in your organization – from what you pay to how you pay – for your positions and we’ll give you a discount on the results. Survey participation is open to all organizations with matching jobs. Missed this year’s participation window? Contact us to learn how you can participate in the next edition.

Participation Window

Opens: 03/02/2026

Closes: 05/04/2026

Learn more about participation

Frequently Asked Questions You can manage FAQs in Maintenance > Product Management > Products FAQs

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