US Contact Center and Customer Service Policy Survey

Align your policy strategy with market best-practices

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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 - May

    Data effective: April 1

    Results publish: August

    2021 Results Available

    • 501 organizations
    • USD 600 – 1,800
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    Sample report

    • Product Details
    • Pricing / Buy Now
    • Sample Report
    • Participating Companies
    • 2022 Survey Participation

    Product Details

    Survey Statistics

    • # Organizations: 501

    Based on data from the 2021 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
    2021 US Contact Center & Customer Service Policy Survey USD 600 USD 1,800
    2021 US Contact Center & Customer Service Compensation Survey USD 1,600 USD 4,525

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    US Contact Center and Customer Service Policy Survey

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    Additional buying options are available. Call us to learn how you can 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.
    • 2021 results are now available for both the Compensation Survey and the Policy Survey.

    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.

    2022 Survey Participation

    2022 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, 2022
    • Participation closes May 6, 2022

    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
    • Secure a significant discount on survey results

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

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    • RegionUS
    • Sub TitleAlign your policy strategy with market best-practices
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