US Contact Center & Customer Service Policy Survey

Align your policy strategy with the market

Buy Now!
US Contact Center image

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:

  • Non-cash Recognition Programs
  • Language Premiums
  • 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?
  • Overview
  • Product Details
  • Pricing / Buy Now
  • Survey Schedule
  • Sample Report
  • 2019 Participation


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 addresses 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

Survey Statistics

  • # Organizations: 13

Based on data from the 2019 US Contact Center & Customer Service Policy Survey.

Data Collected

  • Base Salary Increase Budgets
  • Contests
  • Language Premiums
    • Arabic
    • Chinese
    • French
    • Japanese
    • Korean
    • Spanish
    • Other
  • Non-cash Recognition
  • Recruiting and Training Practices
  • Shift Differentials
  • 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

Data Analyzed

  • Customer focus
  • Geographic region/location
  • Market served
  • Organization size

Position Families Analyzed

  • Customer Service & Contact Center Operations
  • Finance
  • Quality Management
  • Sales, Marketing & Product Management

Position Sub-Families Analyzed

  • Business Process/Service Quality
  • Contact Center Operations & Training
  • Credit & Collections
  • Customer Relationship Management, Issue Resolution & Account Activation
  • Customer Service
  • Customer Service & Contact Center Operations Leadership
  • Remote/Telesales & Account Management
  • Sales Operations/Administration
  • Sales Training
  • Pricing

    Product Participants Non-Participants
    2019 US Contact Center & Customer Service Policy Survey USD 550 USD 1,500
    2019 US Contact Center & Customer Service Compensation Survey USD 1,450 USD 4,125

    Buy Now

    US Contact Center & Customer Service Policy Survey

    Our shopping cart does not allow multi-currency checkout.

    Please complete your other currency purchase before adding a product of a different currency to your shopping cart.


    If you need assistance, please contact customer service.

    *Those that participate in both the US Contact Center & Customer Service Compensation Survey and US Contact Center & Customer Service Policy surveys, will receive a discount on the Policy Survey.

    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.
    • 2019 compensation results now available. 2019 policy results will be available for purchase upon survey release (late September).

    Survey Schedule

    • Participation opens: March 18
    • Participation closes: April 26
    • Results available: August

    Sample Report

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

    2019 Participation

    2019 Survey Participation is now closed. 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.
    • IsOrderingSetYes
    • Ordering TypeSingleLevelMultiSelection
    • RegionUS
    • Sub TitleAlign your policy strategy with the market
    • Short DescriptionAlign your policy strategy with the market.