Canada Contact Centre & Customer Service Policy Survey

Align your policy strategy with the market

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US Contact Center image

Juggling talent management in the contact centre and customer service world is no easy task. As an HR professional the short- and long-term success of your company relies on a fine-tuned approach to making the client happy. Having policies in place that support and promote this approach to customer service from your employees is key.

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?
  • Detalhe do produto
  • 2020 Participation
  • Preços / compre agora
  • Survey Schedule
  • Sample Report
  • Sample Report

Detalhe do produto

Survey Statistics

  • # Organizations: 13

Based on data from the 2019 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

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.

2020 Participation

Data de envio da ferramenta

Participante online

To become a survey participant, download the compensation questionnaire above, review and complete the questionnaire, and then submit. It's that simple! We understand the level of sensitivity in the data provided and will hold your data in the strictest confidence.

2020 Participation is now open!

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 participate in the 2020 survey, please submit your completed questionnaire before the deadline. 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.

2020 Survey Schedule

  • Participation opens: February 18
  • Participation closes: May 29
  • Results available: September

Participation Webcasts
To better understand the submission process, as well as the survey data collected, attend a participation webcast.
Canada Events & Webcasts

2020 Pricing

Participant
2020 Canada Contact Centre & Customer Service Policy Report CAD 525

2020 Canada Contact Centre & Customer Service Compensation Survey CAD 1,650

 

Non-Participant
2020 Canada Contact Centre & Customer Service Policy Report CAD 1,575

2020 Canada Contact Centre & Customer Service Compensation Survey CAD 4,775

 

Preços

Product Participants Non-Participants
2019 Canada Contact Center & Customer Service Policy Survey CAD 500 CAD 1,500
2019 Canada Contact Center & Customer Service Compensation Survey CAD 1,575 CAD 4,575

compre agora

Canada Contact Centre & Customer Service Policy Survey

ATENÇÃO!
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Se precisar de atendimento,por favor contatar o atendimento ao cliente.

*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 opens: February 18
  • Participation closes: May 29
  • Results available: September

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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