THE CANADIAN SALARY SURVEYS

National Comprehensive Compensation Surveys


 

2010 Participant Input Packages - AVAILABLE NOW!

ABOUT

THE CONTACT CENTRE SURVEY


SURVEY FEATURES

  • 38 Contact Centre Positions

  • 2 New Positions in Customer Service Representatives

  • New Specialized Agents Job Family including 5 New Positions

  • Other job families include Inbound & Outbound Sales, Technical Customer Support, Director/Manager, Supervisor/Lead, Quality Assurance, Training, Credit & Collections  

  • Contact Centre Incentives, Benchmarking and Productivity indicators

  • Long-term incentive comparisons


2010 SURVEY POSITIONS

MANAGEMENT

CREDIT

Contact Centre Vice President

Credit/Collections Lead/Supervisor

Contact Centre Director

Credit/Collections Representative 2 (Revised) 

Contact Centre Manager

Credit/Collections Representative 1 (Revised) 

Market Research Director 

  

Contact Centre Project Manager 

SALES

   

Inbound Contact Centre Sales Representative 2 (Revised)  

CUSTOMER SERVICE REPRESENTATIVE

Inbound Contact Centre Sales Representative 1 (Revised)  

Contact Centre Supervisor/Lead 

Outbound Contact Centre Sales Representative 2 (Revised)  

Contact Centre Representative 3 

Outbound Contact Centre Sales Representative 1 (Revised)  

Contact Centre Representative 2 (Revised) 

Outbound/Market Research Representative 2 (Revised)  

Contact Centre Representative 1

Outbound/Market Research Representative 1 (Revised) 

Internet Support Representative (New)

  

Internal Help Desk Support (New)

QUALITY ASSURANCE

   

Quality Assurance Manager  

TECHNICAL SUPPORT

Quality Assurance Facilitator 2 (Revised)  

Contact Centre Technical Support Representative 3 

Quality Assurance Facilitator 1 (Revised)  

Contact Centre Technical Support Representative 2 (Revised)  

  

Contact Centre Technical Support Representative 1 (Revised)  

TRAINING/ADMINISTRATION

  

Contact Centre Analyst (Revised) 

SPECIALIZED AGENTS (NEW)

Contact Centre Learning Manager

Specialized Agent Supervisor/Lead (New)

Instructional Designer 

Specialized Agent 2 (New)

Contact Centre Trainer (Revised)   

Specialized Agent 1 (New)

Contact Centre Resource Manager 

Dispatcher - Emergency (New)

Contact Centre Scheduler/Resource Coordinator 

Dispatcher (New)

Contact Centre Administrator (Revised)  


SAMPLE REPORTS

SAMPLE DATA REPORTS


Sample Report - Part 1:

is a sample report on Salary Ranges and Base Pay

Sample Report - Part 2:

is a sample report on Variable Pay and Total Cash

CUSTOM DATA REPORTS: THE CHOICE IS YOURS


Flexible On-line Custom Reporting feature, providing what you need, when you need it.  

Choices include:

  • Custom Peer Comparisons

  • Combination of Positions and/or Locations

  • Choice of Percentiles

  • Report Format

  • Aging Calculator

  • No cost with selected survey participation

  • Wynford Group in-house produced Customized Reports, using our WynComp Database


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