US Contact Center & Customer Service Policy Survey

Align your policy strategy with the market

compre agora! participe agora!
US Contact Center image

Juggling talent management in the contact center and customer service world is no easy task. As an HR professional the short- and long-term success of your company relies on a fine-tuned approach to making the client happy. Having policies in place that support and promote this approach to customer service from your employees is key.

Understand key policy elements, such as flexible scheduling, career development, and talent management impacts with the US Contact Center & Customer Service Policy Survey. Account for new components of the customer service world like social media agents. Benchmark your talent strategy across key components, such as:

  • Non-cash Recognition Programs
  • Language Premiums
  • Work-at-Home practices
  • Shift Differentials
  • Sales Agent Contests
  • Variable Pay Practices (sales and non-sales agents)
Is your policy strategy aligned with the market?

Participation Open: February – April

Results Publish: August


2019 Results Available

  • 31 organizations
  • USD 550 – 1,500
Buy now!

Sample report

  • Overview
  • Detalhe do produto
  • 2020 Survey participation
  • Preços / compre agora
  • Survey Schedule
  • Sample Report
  • Participating Companies

Overview

Take support for your workforce initiatives within a contact center and customer service settings to a deeper level. This policy data is designed to work in combination with the US Contact Center & Customer Service Compensation Survey, which addresses key questions regarding base pay and pay ranges for your contact center and customer service employees.

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

Salary Survey Methodology

Mercer surveys are designed using the most accurate and up-to-date market data practices. Data is collected from HR professionals at participating organizations and then analyzed for validity, thoroughness, and market representation based on the organization’s size, structure, geographic region, or a combination of these factors. A minimum number of incumbents, organizations, and distinct organizations are required in order to report each data element. If minimums are not met, the market data is suppressed, ensuring you the highest level of data confidentiality.

View Sample Report

Detalhe do produto

Survey Statistics

  • # Organizations: 31

Based on data from the 2019 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

2020 Survey participation

Data de envio da ferramenta

questionário de remuneração
Questionnaire and DVF FAQ
Job Matching Tool

To participate in a survey, simply download, complete, and submit the compensation questionnaire provided above. You can rest assured that the importance of your data security is not taken lightly at Mercer, so we take the utmost precautions to protect it.

2020 survey participation is now open!

Survey participation is open to all organizations with matching jobs. The act of submitting data to a survey is known as survey participation and your company is then viewed as a participant. Please submit your completed questionnaire before the deadline to participate in the 2020 survey.

Although organizations are not required to participate in the survey in order to purchase results, participants enjoy these key benefits:

  • Discounted survey results
  • Exclusive invitations to attend webcasts and meetings in which Mercer consultants review survey results and field questions related directly to your organization
  • Inclusion in survey results allows you to easily determine your market position using customized reports that compare your data to that of your peers

2020 Survey schedule

  • Participation opens: February 3
  • Participation closes: April 24
  • Results available: August

Participation Webcasts

Attend a participation webcast to better understand the submission process and the survey data that is collected.

US Events & Webcasts

2020 Pricing

Participant
2020 US Contact Center & Customer Service Policy Survey — USD 575
2020 US Contact Center & Customer Service Compensation Survey — USD 1,525

Non-participant
2020 US Contact Center & Customer Service Policy Survey — USD 1,725
2020 US Contact Center & Customer Service Compensation Survey — USD 4,325

Preços

Product Participants Non-Participants
2019 US Contact Center & Customer Service Policy Survey USD 550 USD 1,500
2019 US Contact Center & Customer Service Compensation Survey USD 1,450 USD 4,125

compre agora

US Contact Center & Customer Service Policy Survey


ATENÇÃO!
Nosso carrinho de compras não permite múltiplas finalizações.

Por favor, preencha seus dados de pagamento em outra moeda antes de adicionar um produto de uma moeda diferente ao seu carrinho de compras.

OR

Se precisar de atendimento,por favor contatar o atendimento ao cliente.

*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.
  • 2019 compensation results now available. 2019 policy results will be available for purchase upon survey release (late September).

Survey Schedule

 

  • Participation opens: February 3
  • Participation closes: April 24
  • Results available: 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
  • Booking.com 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.
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • RegionUS
  • Sub TitleAlign your policy strategy with the market
  • isCOLQOLNO