Canada MBD: Contact Centre Compensation and Policy Survey

Product Highlights

Position Families

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

Position Sub-Families

  • Business Process/Service Quality
  • Credit & Collections
  • Customer Service
  • Remote/Telesales & Account Management
  • Sales Training
  • Contact Center Operations & Training
  • Customer Relationship Management, Issue Resolution, and Account Activation
  • Customer Service & Contact center Operations Leadership
  • Sales Operations/Administration
  • Base Pay
  • Base Salary Increase Budgets
  • Contests
  • 6+ Language Premiums
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Recruiting and Training Practices
  • Salary Ranges
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • 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
  • Years in Organization
  • Years in Position

Career Streams

  • Executive
  • Para-Professional
  • Management
  • Professional

Organization Size

  • Assets
  • Net Revenue
  • Operating Expenses/Budget
  • Equivalents (FTEs)
  • Gross Premiums
  • Net Sales Revenue
  • Total Employment – Full Time

Customer Focus

  • Business
  • Customer

Primary Market Served

  • Diversified /Service Bureau
  • Freight/Shipping
  • Insurance
  • Retail/Consumer Products
  • Telecommunications
  • Utilities
  • Finance/Banking
  • Healthcare
  • Polling/Response Collection
  • Technology/High-tech Products
  • Travel & Hospitality
MULTILEVELMULTISELECTION
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  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationYes
  • Participation Start Date03/04/2024
  • Participation End Date05/07/2024
  • RegionCA
  • Short DescriptionData to ensure your compensation strategy is helping you deliver a winning customer experience.
  • isCOLQOLNO
  • CounterPart_SKUSKU_7492
  • Enable WidgetsYes
  • widget1 Publish Date ~ September 2024
  • widget2Positions Published ~ 209
  • widget3Organizations ~ 783
  • widget4Observations ~ 123,711
  • Enable Home Page DisplayDo Not Show
PARTICIPATION CLOSED

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Product Highlights

Position Families

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

Position Sub-Families

  • Business Process/Service Quality
  • Credit & Collections
  • Customer Service
  • Remote/Telesales & Account Management
  • Sales Training
  • Contact Center Operations & Training
  • Customer Relationship Management, Issue Resolution, and Account Activation
  • Customer Service & Contact center Operations Leadership
  • Sales Operations/Administration
  • Base Pay
  • Base Salary Increase Budgets
  • Contests
  • 6+ Language Premiums
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Recruiting and Training Practices
  • Salary Ranges
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • 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
  • Years in Organization
  • Years in Position

Career Streams

  • Executive
  • Para-Professional
  • Management
  • Professional

Organization Size

  • Assets
  • Net Revenue
  • Operating Expenses/Budget
  • Equivalents (FTEs)
  • Gross Premiums
  • Net Sales Revenue
  • Total Employment – Full Time

Customer Focus

  • Business
  • Customer

Primary Market Served

  • Diversified /Service Bureau
  • Freight/Shipping
  • Insurance
  • Retail/Consumer Products
  • Telecommunications
  • Utilities
  • Finance/Banking
  • Healthcare
  • Polling/Response Collection
  • Technology/High-tech Products
  • Travel & Hospitality

Product Details

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 MBD: Contact Centre Compensation and Policy Survey, equips you with salary benchmarking data collected from more than 780 organizations and 209 positions. Now featuring key policy elements too, such as flexible scheduling, shift differentials, and language premiums, you can more easily see the full picture. 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

 

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

Survey results are delivered in Mercer WIN®, giving you access to the data through a variety of customizable parameters. Your survey purchase includes access for three (3) Mercer WIN users. Additional users can be added during checkout.

With Mercer WIN, simplify your compensation data analysis while also maximizing your reporting capabilities. In just a few clicks, Mercer WIN allows you to:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle

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 MBD: Contact Centre Compensation and Policy Survey, equips you with salary benchmarking data collected from more than 780 organizations and 209 positions. Now featuring key policy elements too, such as flexible scheduling, shift differentials, and language premiums, you can more easily see the full picture. 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

 

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

Survey results are delivered in Mercer WIN®, giving you access to the data through a variety of customizable parameters. Your survey purchase includes access for three (3) Mercer WIN users. Additional users can be added during checkout.

With Mercer WIN, simplify your compensation data analysis while also maximizing your reporting capabilities. In just a few clicks, Mercer WIN allows you to:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle
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PARTICIPATION CLOSED

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.

Participation Window

Opens: 03/04/2024

Closes: 05/07/2024

Participation Window

Opens: 03/04/2024

Closes: 05/07/2024

Learn more about participation

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