US Contact Center & Customer Service Policy Survey

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Juggling talent management in the contact center 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 US Contact Center & 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 Turnover
  • 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?

Survey Details at a glance
  • Overview
  • Product Details
  • Pricing / Buy Now
  • Survey Schedule
  • 2019 Participation


Using this new survey take support for your workforce initiatives within a contact center and customer service settings to a deeper level. This policy data is designed to work in combination with the US Contact Center & Customer Service Compensation Survey, which address key questions regarding base pay and pay ranges for your contact center and customer service employees.

Survey results are delivered in a published PDF format in Mercer WIN®.

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.

View Sample Report

Product Details

Data Collected

  • Contact center information
  • Non-sales recognition
  • Organization data
  • Turnover
  • 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 telesales
    • Internet
    • Management
    • Outbound telesales
    • Quality assurance
    • Retention
    • Specialized support
    • Technical support
    • Traffic & scheduling
    • Training


    Product Participants Non-Participants
    US Contact Center & Customer Service Policy Survey USD 500 USD 1,500
    US Contact Center & Customer Service Compensation Survey USD 1,375 USD 4,125

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    US Contact Center & Customer Service Policy Survey

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    If you need assistance, please contact customer service.

    Participants in both the compensation and policy surveys will receive the policy survey free with a compensation survey purchase of USD 1,375. If you participated in the compensation survey but not the policy survey, you may purchase the policy survey for an additional USD 500.

    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 in August with results delivered upon survey release.


    Survey Schedule

    Contact Center Policy Survey

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

    2019 Participation

    2019 Survey Participation opens January 28. 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's data to your peers.
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