US Contact Center and Customer Service Policy Survey

Align your policy strategy with market best-practices

Buy now
US Contact Center image

72 Hour Flash Sale. Get 20% off the non-participant price when you order by November 30. Use code 20SAVE at checkout.

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
Is your policy strategy aligned with the market?

Participation open: March – April

Data effective: April 1

Results publish: August

2023 Results Available

  • 694 organizations
  • USD 700 – 2,100
Buy now!

Sample report

  • Product Details
  • Pricing / Buy Now
  • Sample Report
  • Participating Companies
  • 2023 Survey Participation

Product Details

Survey Statistics

  • # Organizations: 694

Based on data from the 2023 US Contact Center & Customer Service Policy Survey.

Data Collected

  • 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

Data Analyzed

  • Customer focus
  • Geographic region/location
  • Market served
  • Organization size

Position Families Analyzed

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

Position 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 compensation data? Check out the US Contact Center and Customer Service Compensation Survey to equip you with the benchmarking data that you need.

Survey results are delivered in a published PDF format in Mercer WIN®.


Product Participants Non-Participants
2023 US Contact Center & Customer Service Policy Survey USD 700 USD 2,100

Buy Now

US Contact Center and Customer Service Policy Survey

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.


If you need assistance, please contact customer service.


Additional buying options are available. Call us to learn how you can qualify for additional discounts.

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 mid August.

Sample Report

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

Participating Companies

View the participating companies in this survey.

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?

  • Identify adjustments needed to reflect the new shape of work
  • Align to employees’ shifting wants and needs
  • Discover opportunities to address inequities within your workforce

Product Participant Non-Participant
2023 US Contact Center and Customer Service Policy Survey USD 700 USD 2,100

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

  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • Enable ParticipationYes
  • Participation Start Date03/01/2023
  • Participation End Date05/04/2023
  • Sub TitleAlign your policy strategy with market best-practices
  • RegionUS
  • Short DescriptionExplore key contact center policy elements including language premiums, shift differentials, work-at-home practices, and more.
  • CounterPart_SKUSKU_1058-CA
  • Product Survey HeadingContact Center and Customer Service Policy Survey - US

You may also be interested in: