Ordertest1

Align your policy strategy with market best-practices

Product Highlights

US

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

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

stestsetsetsetse

  • # Organizations: 31

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

 

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

  • 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®.

  • 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

  • Customer focus
  • Geographic region/location
  • Market served
  • Organization size
MULTILEVELMULTISELECTION
2

[[MDC_body]]

Total

*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. 
  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationNo
  • Sub TitleAlign your policy strategy with market best-practices
  • RegionGlobal
  • isCOLQOLNO
  • Enable WidgetsNo
  • Enable Home Page DisplayDo Not Show
PARTICIPATION CLOSED

Find out how you can save by becoming a participant in this survey.
Learn More

Product Highlights

US

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

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

stestsetsetsetse

  • # Organizations: 31

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

 

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

  • 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®.

  • 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

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

Product Details Max 6 hotcakes info tabs starting with keyword 'PD_' will be showen here.

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 assist contact center managers and human resource professionals to develop and maintain competitive compensation plans 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 with the opportunity to attract and retain top talent and help you keep pace with the growing contact center industry.

Survey Details at a glance
 
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 assist contact center managers and human resource professionals to develop and maintain competitive compensation plans 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 with the opportunity to attract and retain top talent and help you keep pace with the growing contact center industry.

Survey Details at a glance
 
Yes

What Happens After Purchase?

Once you submit an online order, our team will get to work right away to validate your purchase and grant access to the dataset. For new users, this may take us longer to verify your information.

Customers with an account

It may take up to 48 hours before the data is accessible. You will be notified via email when the data is available.

New customers without an account

It may take up to 72 hours to gain access to this dataset. Once your account is created, your access link will be sent to your email.

Have a Question?

Contact our customer service team for assistance.

Contact Customer Support
Ready to Purchase?

Select Your Product

Additional buying options are available

Learn how you can qualify for additional discounts.

Contact Us
PARTICIPATION CLOSED

Participating in the survey

You tell us what’s happening in your organization – from what you pay to how you pay – for your positions and we’ll give you a discount on the results. Survey participation is open to all organizations with matching jobs. Missed this year’s participation window? Contact us to learn how you can participate in the next edition.

Learn more about participation

Frequently Asked Questions You can manage FAQs in Maintenance > Product Management > Products FAQs