US Contact Center and Customer Service Policy Survey

Align your policy strategy with market best-practices

Product Highlights

Position Families

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

Positions Sub-Families

  • Business Process/Service Quality
  • Credit & Collections
  • Customer Service
  • Remote/Telesales & Account Management
  • Sales Training
  • Contact Center Operations & Training
  • Customer Relationship Management, Issue Resolution, &Account Activation
  • Customer Service & Contact Center Operations Leadership
  • Sales Operations/Administration
  • 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
  • Market Served
  • Geographic Region/Location
  • Organization Size
SINGLELEVELMULTISELECTION
Please select your participation status
Total
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.

Individuals or companies using Mercer data for consulting services or commercial purposes are subject to different rates.

Please contact us if you have any questions.

  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationNo
  • Participation Start Date03/04/2024
  • Participation End Date04/26/2024
  • RegionUS
  • Sub TitleAlign your policy strategy with market best-practices
  • Short DescriptionExplore key contact center policy elements including language premiums, shift differentials, work-at-home practices, and more.
  • Enable WidgetsYes
  • widget1Publish Date ~ August 2023
  • widget2Organizations ~ 694
  • widget3Topics Covered ~ 13
PARTICIPATION CLOSED

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

Product Highlights

Position Families

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

Positions Sub-Families

  • Business Process/Service Quality
  • Credit & Collections
  • Customer Service
  • Remote/Telesales & Account Management
  • Sales Training
  • Contact Center Operations & Training
  • Customer Relationship Management, Issue Resolution, &Account Activation
  • Customer Service & Contact Center Operations Leadership
  • Sales Operations/Administration
  • 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
  • Market Served
  • Geographic Region/Location
  • Organization Size

Product Details

Sales promotion image

Managing contact center and customer service talent as an HR professional is no simple task. With everything going on in today's world, having policies in place that support and promote your approach to customer satisfaction is key to the success of your organization.

The US Contact Center and Customer Service Policy Survey allows you to better understand key policy elements, such as flexible scheduling, career development, talent management, and even emerging trends in the contact center and customer service world.

Benchmark your talent strategy across key components, including:

  • Language premiums
  • Non-cash recognition programs
  • Sales agent contests
  • Shift differentials
  • Variable pay practices (sales and non-sales agents)
  • Work-at-home practices

View the participating companies in this survey.

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. Additional users can be added during checkout.

With Mercer WIN, simplify your compensation data analysis while also maximizing your reporting capabilities. In just a few clicks, Mercer WIN allows you to:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle
Sales promotion image

Managing contact center and customer service talent as an HR professional is no simple task. With everything going on in today's world, having policies in place that support and promote your approach to customer satisfaction is key to the success of your organization.

The US Contact Center and Customer Service Policy Survey allows you to better understand key policy elements, such as flexible scheduling, career development, talent management, and even emerging trends in the contact center and customer service world.

Benchmark your talent strategy across key components, including:

  • Language premiums
  • Non-cash recognition programs
  • Sales agent contests
  • Shift differentials
  • Variable pay practices (sales and non-sales agents)
  • Work-at-home practices

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. Additional users can be added during checkout.

With Mercer WIN, simplify your compensation data analysis while also maximizing your reporting capabilities. In just a few clicks, Mercer WIN allows you to:

  • Benchmark compensation for traditional jobs and hybrid jobs
  • Compare your compensation strategy to a specific set of peers or competitors
  • Set metrics exactly as you want them
  • Benchmark off cycle
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?

Additional buying options are available

Learn how you can qualify for additional discounts.

PARTICIPATION CLOSED

Save on this product by participating

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.

Participation Window

Opens: 03/04/2024

Closes: 04/26/2024

Frequently Asked Questions

You may also be interested in