US Contact Center and Customer Service Compensation Survey

Strategically enhance your compensation strategy and customer experience

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US Contact Center image

In an increasingly digital world, listening with empathy has never been more crucial. As contact centers evolve and working remotely becomes more common, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the salary data you need to attract and retain employees for these essential positions within your organization?

The US Contact Center and Customer Service Compensation Survey equips you with salary benchmarking data collected from more than 1,300 organizations for over 320 positions. Analyze the data by business, consumer, and customer focus to help reshape your talent strategy.

Access valuable pay data across four unique position families:

  • Customer service and contact center operations
  • Finance
  • Quality management
  • Sales, marketing, and product management
Do you have the top talent necessary to deliver a more impactful customer experience?

Participation open: March - May

Results publish: August


2020 Results Available

  • 321 positions published
  • USD 1,525 – 4,325
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Sample report

Position list

  • Product Details
  • 2021 Survey Participation
  • Pricing / Buy Now
  • Survey Schedule
  • Participating Companies
  • Position List & Sample Report

Product Details

Survey Statistics

  • # Positions Surveyed: 587
  • # Positions Published: 321
  • # Organizations: 1,394
  • # Incumbents: 378,604
  • # Contact centers represented: 1,394

Based on data from the 2020 US Contact Center & Customer Service Compensation Survey. Data minimum and suppression rules account for the difference between the number of positions surveyed and published.

Data Collected

  • Base Pay
  • FLSA Status
  • Long-term Incentive Eligibility and Grants
  • Organization Data
  • Short-term Incentive Eligibility and Amounts
  • Years in Organization
  • Years in Position

Data Analyzed

  • Business
  • Consumer
  • Customer Focus

Primary Market Served

  • Diversified/Service Bureau
  • Freight/Shipping
  • Finance/Banking
  • Healthcare
  • Insurance
  • Retail/Consumer Products
  • Technology/High-tech Products
  • Telecommunications
  • Travel & Hospitality
  • Utilities

Geographic Area

  • National
  • Metropolitan
  • Regional

Organization Size

  • Assets
  • Gross Premiums
  • Net Revenue
  • Net Sales Revenue
  • Operating Expenses/Budget
  • Total Employment - Full Time Equivalents (FTE's)

Position Families Analyzed

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

Positions 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 policy data? Check out the US Contact Center and Customer Service Policy Survey to further optimize your workforce strategy.

This survey is powered by Mercer Job Library. Learn more or view Mercer Job Library FAQs for more details. Survey results are delivered in Mercer WIN® , giving you access to the data through a variety of customizable parameters.

2021 Survey Participation

Data Submission Tools

Participate Online
Job Matching Booklet

Survey participation is open to all organizations with matching jobs. To participate, click the ‘participate now’ link above and follow the steps provided. Rest assured that the importance of your data security is not taken lightly at Mercer, so we take the utmost precautions to protect it.

What's new in 2021

Data for this survey will be collected through Mercer Data Connector, an innovative online platform created to simplify the participation process with easy data importing, real-time data validation, and more.

Why should you participate?

  • Align your pay to the market.
  • Maximize your budget by making informed decisions to ensure you are not overpaying or underpaying.
  • Identify “hot jobs” and areas of focus for your company.
  • Secure a significant discount on survey results.
  • Receive invitations to exclusive participant-only events.

2021 survey schedule

  • Participation opens: March 1
  • Participation closes: May 14
  • Results available: August

Note: we will not extend participation past the close date. Please contact us to learn more about our participation services to ensure you meet the deadline.


Participation Webinar

Attend a participation webinar or watch a recording to better understand the submission process and the survey data that is collected.

US Webinars & Events

2021 survey pricing

Product Participant Non-Participant
US Contact Center and Customer Service Compensation Survey USD $1,600 USD $4,545

Pricing

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

Buy Now

US Contact Center and Customer Service Compensation Survey

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Participants in both the compensation and policy surveys may purchase the policy survey at a discount. Purchase the compensation survey for USD 1,525 and get the Policy survey for USD 475 – a $100 savings. If you participated in the compensation survey but not the policy survey, you may purchase the policy survey for an additional USD 575.

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.
  • 2020 results are now available for purchase and will be delivered upon survey release (mid-August).

Survey Schedule

  • Participation open: March 1
  • Participation deadline: May 14
  • Date Effective: March 1
  • Results publish: August

Participating Companies

View the participating companies in this survey.

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 TypeSingleLevelMultiSelection
  • RegionUS
  • Sub TitleStrategically enhance your compensation strategy and customer experience
  • Short DescriptionEnhance your compensation strategy and customer experience.

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