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Align your policy strategy with market best-practices

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US Contact Center image

Managing contact center and customer service talent as an HR professional is no simple task. Having policies in place that support and promote your approach to customer satisfaction is key to the success of your organization.

The US Contact Center and Customer Service Policy Survey allows you to better understand key policy elements, such as flexible scheduling, career development, talent management, and even emerging trends in the contact center and customer service world.

Benchmark your talent strategy across key components, including:

  • Language premiums
  • Non-cash recognition programs
  • Sales agent contests
  • Shift differentials
  • Variable pay practices (sales and non-sales agents)
  • Work-at-home practices
Is your policy strategy aligned with the market?

Participation Open: February – April

Results Publish: August

2020 Results Available

  • 31 organizations
  • USD 575 – 1,725
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Sample report

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  • Pricing / Buy Now
  • Survey Schedule
  • Sample Report
  • Participating Companies
  • 2020 survey participation
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Product Details

Survey Statistics

  • # Organizations: 31

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

Interested in contact center compensation data? Check out the US Contact Center and Customer Service Compensation Survey to equip you with the benchmarking data that you need.

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


Product Participants Non-Participants
2020 US Contact Center & Customer Service Policy Survey USD 575 USD 1,725
2020 US Contact Center & Customer Service Compensation Survey USD 1,525 USD 4,325

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Online ordering test – multi-variant

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*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 results now available. 

Survey Schedule


  • Participation opens: February 3
  • Participation closes: April 24
  • Results available: August

Sample Report

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

Participating Companies

  • AAA Western & Central NY
  • American Family Insurance
  • Automobile Club of Southern California
  • Customer Service Center (USA), Inc.
  • BP
  • California Casualty Management Company
  • Coca-Cola Business Services North America
  • Delta Dental Plan of Michigan, Inc.
  • DISH Network Corp.
  • Farmers Insurance Group
  • Henry Ford Health System
  • Huntington Bancshares, Inc.
  • Hyatt Hotels Corporation - Hyatt Hotels & Resorts Worldwide Reservation Center
  • L Brands, Inc. - Victoria's Secret
  • Liberty Mutual Group
  • Lincoln National Corporation
  • Marriott International, Inc.
  • MetLife, Inc.
  • Nautilus, Inc.
  • Navy Federal Credit Union
  • Pethealth Inc.
  • Qurate Retail Group
  • Resurgent Capital Services
  • Sabre Corporation
  • Southern California Edison
  • The Capital Group Companies, Inc.
  • The Walt Disney Company - Disney Parks, Experiences & Products
  • United Continental Holdings, Inc.
  • Volkswagen Credit, Inc.
  • Walgreens Boots Alliance, Inc. - Walgreen Co.
  • Xcel Energy, Inc.

2020 survey participation

2020 Survey Participation is now closed. Survey participation is open to all organizations with matching jobs and is not required to purchase results. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. 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.

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