The Contact Center Survey covers positions found in a response center setting – one of the most important functional areas of today’s service-focused environment.

This survey is designed to assist US contact center managers and human resource professionals develop and maintain competitive compensation plans. The survey covers an impressive array of functional job such as Inbound with Selling, Collections, and Customer Service. They survey also includes staff positions such as Trainers, Schedulers, and Contact Center Management and Executives, enabling you to match your jobs accurately.

Did you know the overall turnover rate in US contact centers was 30% in 2009? The Contact Center Survey covers an extensive policy section; examining practices such as Turnover, Shift and Language Differentials, Variable Pay for Sales and Non-sales Positions, and Telecommuting. This vital information will help you benchmark your organization against the competition and identify opportunities to improve costs and efficiency.