US Contact Center and Customer Service Compensation Survey

Strategically enhance your compensation strategy and customer experience

Buy now
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 1,700 organizations for over 309 positions. Analyze the data by business, consumer, and customer focus to help reshape your talent strategy.

Access valuable pay data regarding call center salaries, 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


2021 Results Available

  • 309 positions published
  • USD 1,600 – 4,545
Buy now!

Download product snapshot

Sample report

Position list

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

Product Details

Survey Statistics

  • # Positions Surveyed: 582
  • # Positions Published: 309
  • # Organizations: 1,788
  • # Incumbents: 941,614
  • # Contact centers represented: 1,608

Based on data from the 2021 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.

Pricing

Product Participants Non-Participants
2021 US Contact Center & Customer Service Compensation Survey USD 1,600 USD 4,545
2021 US Contact Center & Customer Service Policy Survey USD 600 USD 1,800

Buy Now

US Contact Center and Customer Service Compensation Survey

ATTENTION!
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.

OR

If you need assistance, please contact customer service.

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.
  • 2021 results are now available both for the Compensation Survey and the Policy survey.

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 call center benchmarking survey.

Sample Report

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

2021 Participation

2021 survey participation is now closed. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. Survey participation is open to all organizations and is not required to purchase results.

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.

To learn more about how you can become a participant, please contact us.

Related Articles

Crowdsourced Data: Full Disclosure or Half-Truths? image

How to attract and retain hourly talent

With hourly workers, small changes can make all the difference in whether they will take a job and whether they will stay. Here are the 3 areas that employers need to consider to make sure their hiring and retention efforts are not in vein.

Read article
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • RegionUS
  • Sub TitleStrategically enhance your compensation strategy and customer experience
  • Short DescriptionEnhance your compensation strategy and customer experience.

You may also be interested in: