US Contact Center and Customer Service Compensation Survey

Rewarding those who serve as the face of your company

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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 call centers 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 2,000 organizations for 317 positions. Analyze the data by business, consumer, and customer focus to help reshape your talent strategy.

Access valuable pay and incentives data regarding call center and customer service representative 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 employees necessary to deliver a more impactful customer experience?

Participation open: March – April

Data effective : April 1

Results publish: August

2023 Results Available

  • 317 positions published
  • USD 1,900 – 5,700
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Sample report

Position list

  • Product Details
  • Pricing / Buy Now
  • Participating Companies
  • Position List & Sample Report
  • Related Articles
  • 2023 Survey Participation

Product Details

Survey Statistics

  • # Positions Surveyed: 571
  • # Positions Published: 317
  • # Organizations: 2,072
  • # Incumbents: 983,123

Based on data from the 2023 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)

Career Streams Analyzed

  • Executive
  • Management
  • Professional
  • Para-Professional

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. 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. Your survey purchase includes access for three (3) Mercer WIN® users. If you need additional users, they can be added during checkout.


Product Participants Non-Participants
2023 US Contact Center & Customer Service Compensation Survey USD 1,900 USD 5,700

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US Contact Center and Customer Service Compensation Survey

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Please note:

  • Survey purchase includes access for three (3) users. 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.
  • 2023 results are now available for purchase and will be delivered upon survey release in mid August.

Participating Companies

View the participating companies in this call centers salary 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.

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2023 Survey Participation

2023 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.

Key Dates:

  • Participation opens March 1, 2023
  • Participation closes May 4, 2023

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
  • Receive invitations to exclusive participant-only events

Product Participant Non-Participant
2023 US Contact Center and Customer Service Compensation Survey USD 1,900 USD 5,700

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

  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationYes
  • Participation Start Date03/01/2023
  • Participation End Date05/04/2023
  • RegionUS
  • Sub TitleRewarding those who serve as the face of your company
  • Short DescriptionSalary benchmark data to reward those who serve as the face of your company.
  • CounterPart_SKUSKU_7383
  • Product Survey HeadingContact Center and Customer Service Compensation Survey - US

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