US Contact Center Compensation Survey

Policy Data to help you define best practices is also available.

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Save 25% off 2016 North American compensation surveys

With 20 position families analyzed by location, customer focus, market served, and organization size, the US Contact Center Compensation Survey is designed to give human resource professionals the pay and policy information needed to develop and optimize a competitive compensation plan for one of the most important functional areas of today's service-focused environment.

Your compensation strategy can be the difference between reducing turnover, leveraging incentive plans, and building a stable and effective contact center team. Based on comprehensive data gathered for 121 positions within 1,582 contact centers from across the country, this rewards survey provides you the data you need to attract and retain top talent in the growing contact center industry.

Survey Details at a glance

Compensation Survey

Policy Survey

  • Overview
  • Product Details
  • Pricing
  • Buy Now
  • Survey Schedule
  • Participating Companies
  • 2018 Participation
  • Position List & Sample Report

Overview

Mercer offers two solutions to support your workforce initiatives within a call center setting – compensation data and policy data. Use the US Contact Center Compensation Survey to address key questions regarding base pay, pay ranges and turnover. While the US Contact Center Policy Survey is ideal for understanding things like flexible scheduling, career development, and talent management impacts.

What's New in 2018
The compensation survey will move to the new Mercer Job Library in 2018. This comprehensive new job catalog provides you with improved job descriptions for more accurate position matches, clearer relationships between jobs, more specializations, and much more. Read the client announcement for details on why we’re making this change and what it means to you or visit the Mercer Job Library FAQs page for more details.

Also new in 2018, the US Contact Center Compensation Survey will be renamed the US Contact Center & Customer Service Compensation Survey. Expanding this survey to cover critical customer service roles that are not necessarily in a contact center environment. 

The US Contact Center Policy Survey has also been enhanced for 2018 to ensure market relevance and to meet the needs in an evolving contact center environment. The 2018 survey includes additional topics most relevant to a contact center environment while continuing to collect data on essential policies and practices like turnover, absenteeism, shift differentials, language premiums, variable pay practices (sales and non-sales agents), social media agents, non-cash recognition programs and contests (sales agents).

Survey results are delivered in Mercer WIN® giving you access to the data through a variety of parameters – including geography, industry, company size, and more – to more efficiently organize and analyze the information. Mercer WIN enables you to compare job descriptions side by side, change pay elements to support the right level of analysis, perform function and career-level analysis, export your data for integration into other systems, and run presentation-quality detailed or summary reports. The data is available as an excel file for export from within Mercer WIN as well.

Salary Survey Methodology
Mercer surveys are designed using the most accurate and up-to-date market data practices. Data is collected from HR professionals at participating organizations and then analyzed for validity, thoroughness, and market representation based on the organization's size, structure, geographic region, or a combination of these factors. A minimum number of incumbents, organizations, and distinct organizations are required in order to report each data element. If minimums are not met, the market data is suppressed, ensuring you the highest level of data confidentiality.

Product Details

Survey Statistics

  • # Positions: 121
  • # Organizations: 175
  • # Incumbents: 335,163
  • # Contact centers represented: 1,582

Based on data from the 2017 US Contact Center Compensation Survey.

Data Collected

  • Base Pay
  • Base Pay Increase Budgets
  • Contact Center Information
  • Non-Sales Recognition
  • Organization Data
  • Pay Ranges
  • Turnover
  • Variable Compensation
  • Work-at-Home practices

Data Analyzed

  • Customer Focus
  • Geographic Region/Location
  • Market Served
  • Organization Size

Position Families Analyzed

  • Collections
  • Correspondence
  • Credit
  • Customer Service
  • Customer Service(BPO)
  • Customer Service With Selling
  • Executive Response/Escalation
  • Full Account Management
  • Inbound-Order Entry
  • Inbound/Outbound Telesales
  • Inbound Telesales
  • Internet
  • Management
  • Outbound Telesales
  • Quality Assurance
  • Retention
  • Specialized Support
  • Technical Support
  • Traffic & Scheduling
  • Training

Pricing

Product Participants Non-Participants
2017 US Contact Center Compensation Survey USD 1,350 USD 4,050
2017 US Contact Center Policy Survey USD 475 USD 1,425

Participants in both the compensation and policy survey will receive the policy survey free with a compensation survey purchase of USD 1,350. If you participated in the compensation survey but not the policy survey, you may purchase the policy survey for an additional USD 475.

Non-Participants may only purchase the policy survey with the purchase of the compensation survey. Rates are listed separately.

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 will be available for purchase in August.

Buy Now

US Contact Center Compensation Survey


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Survey Schedule

Contact Center Compensation Survey

  • Participation opens: January 25
  • Participation closes: March 30
  • Results available: August

Contact Center Policy Survey

  • Participation opens: March 15
  • Participation closes: April 27
  • Results available: August

Participating Companies

  • AAA Northern California, Nevada and Utah
  • Accenture, Inc.
  • Activision Blizzard, Inc.
  • Aetna, Inc.
  • Affinion Group Holdings, Inc.
  • Agero, Inc.
  • AGL Resources
  • Aimco
  • Alliance Data Systems – Retail
  • Allina Health System
  • Alorica
  • American International Group, Inc. – AIG Life and Retirement
  • Anthem, Inc.
  • Apollo Education Group, Inc.
  • AT&T, Inc.
  • Atmos Energy Corporation
  • Auto Club Group
  • Automobile Club of Southern California
  • AvalonBay Communities, Inc.
  • Avant, Inc.
  • Best Buy Company, Inc.
  • Blackboard, Inc.
  • Blue Cross and Blue Shield of North Carolina
  • Blue Shield of California
  • BlueCross BlueShield of Tennessee
  • BMO Harris Bank
  • BMW Financial Services NA, LLC
  • Boeing Employees Credit Union (BECU)
  • Booking.com
  • BP Products N. A., Inc.
  • Branch Banking & Trust Company
  • Cablevision Systems Corporation
  • California Casualty Management Company
  • Capital One Financial Corp.
  • Cardinal Health, Inc.
  • Carlson
  • CarMax, Inc.
  • Centene Corporation – Health Net, Inc.
  • CenturyLink
  • CGI Technologies and Solutions, Inc. US
  • Chico's FAS, Inc.
  • CIGNA Corporation
  • Citigroup, Inc. – Citi North America, Operations & Technology
  • Comcast Corporation – Comcast Cable Communications
  • Comcast Corporation – Universal Orlando Resort
  • Commerce Bancshares, Inc.
  • Convergys Corporation
  • Country Financial
  • Cox Enterprises, Inc. – Cox Communications, Inc.
  • CPS Energy
  • Credit Acceptance Corporation
  • CSAA Insurance Group
  • Cullen/Frost Bankers, Inc.
  • CVS Health
  • Deluxe Corporation
  • DentaQuest
  • Direct Energy
  • Discover Financial Services
  • Dominion Resources, Inc.
  • Duke Energy Corporation
  • Duquesne Light Holdings, Inc.
  • eBay, Inc.
  • Ecolab, Inc.
  • Expedia, Inc.
  • Experian Information Solutions, Inc.
  • Express Scripts, Inc.
  • Farmers Insurance Group
  • Fidelity National Information Services, Inc.
  • Fifth Third Bank
  • First Advantage
  • First American Financial Corporation
  • First Data Corporation
  • First National Bank of Omaha
  • Florida Blue
  • Gap, Inc.
  • General Motors Company – General Motors Financial Company, Inc.
  • Genpact, LLC
  • Global Payments, Inc.
  • HCA
  • HealthPartners
  • Henry Ford Health System
  • Hilton Worldwide Corporation – Hilton Grand Vacations
  • Huntington Bancshares, Inc.
  • Hyatt Hotels Corporation – Hyatt Hotels & Resorts Worldwide Reservation Center
  • IBEX Global
  • Independence Health Group, Inc. – Independence Blue Cross
  • J. C. Penney Company, Inc.
  • J.Crew Group, Inc.
  • Jackson National Life Insurance Company
  • JPMorgan Chase
  • Kaiser Permanente
  • Kelsey-Seybold Clinic
  • Kemper Corporation
  • KeyCorp
  • Kohl's Corporation
  • L Brands, Inc.
  • L.L.Bean, Inc.
  • LEGO Systems, Inc.
  • Liberty Mutual Group
  • Lowe's Companies, Inc.
  • M&T Bank Corporation
  • MAPFRE U.S.A. Corp.
  • Marriott International, Inc.
  • Medical Mutual of Ohio
  • Mercedes-Benz Financial Services USA, LLC
  • MetLife, Inc.
  • Modern Woodmen of America
  • Nationwide Mutual Insurance Company
  • Nature's Sunshine Products, Inc.
  • Nautilus, Inc.
  • Navient
  • Navy Exchange Service Command (NEXCOM)
  • Navy Federal Credit Union
  • NCCI Holdings, Inc.
  • New York Community Bancorp, Inc.
  • New York Life Insurance Company
  • NextEra Energy, Inc.
  • Nordstrom, Inc.
  • North American Bancard Holdings, LLC
  • NRG Energy, Inc.
  • One Call Care Management
  • PayPal Holdings, Inc.
  • Pennsylvania Higher Education Authority Agency
  • Pentagon Federal Credit Union
  • Pitney Bowes, Inc.
  • PPL Corporation – LG&E and KU Energy, LLC
  • Prime Therapeutics, LLC
  • Progressive Corporation
  • Prudential Financial, Inc.
  • QBE North America
  • Recreational Equipment, Inc.
  • Regions Financial Corporation
  • Royal Caribbean Cruises, Ltd.
  • Sabre Corporation – Sabre Hospitality Solutions
  • Safelite Group
  • SCANA Corporation
  • Sentry Insurance
  • ServiceMaster
  • Sitel Worldwide Corporation
  • Southern California Edison
  • Southern Company
  • Spectrum Health System
  • Springleaf Financial Services
  • St. Jude Children's Research Hospital – ALSAC
  • State Farm Insurance
  • Sunrun, Inc.
  • TCF Financial Corporation
  • TD Bank, N.A.
  • Technology Credit Union
  • TECO Energy, Inc.
  • TELUS International
  • Tenet Healthcare Corporation
  • The Allstate Corporation
  • The AmeriHealth Caritas Family of Companies
  • The Capital Group Companies, Inc.
  • The Coca-Cola Company
  • The Coca-Cola Company – Coca-Cola Refreshments
  • The Travelers Companies, Inc.
  • The Walt Disney Company – Walt Disney Parks & Resorts, LLC
  • Thirty-One Gifts, LLC
  • Thrivent Financial
  • Time Warner Cable
  • T-Mobile US, Inc.
  • Transamerica
  • Trinity Health
  • TruGreen Limited Partnership
  • U.S. Bancorp
  • United Technologies Corporation – Otis Elevator Company
  • UnitedHealth Group
  • Verizon Communications, Inc.
  • Visa, Inc.
  • Volkswagen Credit, Inc.
  • Voya Financial, Inc.
  • Waste Management, Inc.
  • Webster Bank
  • Wells Fargo & Company
  • Williams-Sonoma, Inc.
  • World Vision, Inc.
  • Wyndham Worldwide Corporation Canada
  • Xcel Energy, Inc.

2018 Participation


2018 Survey Participation is now closed. View the Survey Schedule tab for your next opportunity to participate. Survey participation is open to all organizations with matching jobs and is not required to purchase results. To learn more about how you can become a participant, please contact us. 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.

Position List & Sample Report

Position List

View the position list and descriptions included in this survey.

Sample Report

View a sample report of this survey for a glimpse at what’s included.

  • IsOrderingSetYes
  • Ordering TypeMultiLevelMultiSelection
  • RegionUS
  • Sub TitlePolicy Data to help you define best practices is also available.
  • Short DescriptionData from over 1,500 contact centers plus new Customer Service jobs added in 2018.