US Contact Center and Customer Service Compensation Survey

Strategically enhance your compensation strategy and customer experience

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Contact center and customer service professionals are often the frontline of communication for your organization. Staffing your teams with the right people with the right skill sets is of utmost importance to deliver a delightful customer experience.

The US Contact Center and Customer Service Compensation Survey equips you with benchmarking data collected from more than 1,300 organizations for over 320 positions across four unique position families to help you reshape your compensation strategy.

Analyze the data by:

  • Business, consumer, customer focus
  • Geographic location
  • Market served
  • Organization size
  • Is your compensation strategy helping you deliver a winning customer experience?

    Participation Open: February – April

    Results Publish: August

    2020 Results Available

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

    Position list

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

    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.


    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

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    US Contact Center and Customer Service Compensation Survey

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    If you need assistance, please contact customer service.

    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 Opens: February 3
    • Participation Deadline: April 24
    • Date Effective: March 1
    • Report Available: 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.

    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.
    • 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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