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

    Results publish: August

    2020 Results Available

    • 31 organizations
    • USD 575 – 1,725
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    Sample report

    • Product Details
    • Pricing / Buy Now
    • Survey Schedule
    • Sample Report
    • Participating Companies
    • 2021 Survey Participation

    Product Details

    Survey Statistics

    • # Organizations: 31

    Based on data from the 2020 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
    2020 US Contact Center & Customer Service Policy Survey USD 575 USD 1,725
    2020 US Contact Center & Customer Service Compensation Survey USD 1,525 USD 4,325

    Buy Now

    US Contact Center and Customer Service Policy Survey

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    *Those that participate in both the US Contact Center & Customer Service Compensation Survey and US Contact Center & Customer Service Policy surveys, will receive a discount on the Policy Survey.

    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 now available. 

    Survey Schedule

    • Participation open: March 1
    • Participation deadline: May 14
    • Results publish: August

    Sample Report

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

    Participating Companies

    • AAA Western & Central NY
    • American Family Insurance
    • Automobile Club of Southern California
    • Customer Service Center (USA), Inc.
    • BP
    • California Casualty Management Company
    • Coca-Cola Business Services North America
    • Delta Dental Plan of Michigan, Inc.
    • DISH Network Corp.
    • Farmers Insurance Group
    • Henry Ford Health System
    • Huntington Bancshares, Inc.
    • Hyatt Hotels Corporation - Hyatt Hotels & Resorts Worldwide Reservation Center
    • L Brands, Inc. - Victoria's Secret
    • Liberty Mutual Group
    • Lincoln National Corporation
    • Marriott International, Inc.
    • MetLife, Inc.
    • Nautilus, Inc.
    • Navy Federal Credit Union
    • Pethealth Inc.
    • Qurate Retail Group
    • Resurgent Capital Services
    • Sabre Corporation
    • Southern California Edison
    • The Capital Group Companies, Inc.
    • The Walt Disney Company - Disney Parks, Experiences & Products
    • United Continental Holdings, Inc.
    • Volkswagen Credit, Inc.
    • Walgreens Boots Alliance, Inc. - Walgreen Co.
    • Xcel Energy, Inc.

    2021 Survey Participation

    2021 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.

    Why should you participate?

    • Align your pay policies to the market.
    • Maximize your budget by making informed decisions to ensure you are not overpaying or underpaying.
    • 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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