US Contact Center and Customer Service Compensation Survey

Rewarding those who serve as the face of your company

Product Highlights

Position Families

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

Position 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 Pay
  • Base Salary Increase Budgets
  • Contest
  • 6+ Language Premiums
  • FLSA Status
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • Social Media Agents
  • Starting Pay Rates
  • Turnover and Absenteeism
  • Variable Pay - Non-sales Agents
  • Variable Pay Plans
  • Variable Pay - Sales Agents
  • Work-at-home and Virtual Agents
  • Years in Organization
  • Years in Position

Customer Focus

  • Business
  • Consumer

Primary Market Served

  • Diversified/Service Bureau
  • Finance/Banking
  • Insurance
  • Technology/High-tech Products
  • Travel & Hospitality
  • Freight/Shipping
  • Healthcare
  • Retail/Consumer Products
  • Telecommunications
  • Utilities

Geographic Area

  • Metropolitan Area
  • Regional
  • National

Organization Size

  • Assets
  • Net Revenue
  • Operating Expenses/Budget
  • Gross Premiums
  • Net Sales Revenue
  • Total Employment - Full Time Equivalents (FTE's)

Career Stream

  • Executive
  • Professional
  • Management
  • Para-Professional
SINGLELEVELMULTISELECTION

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  • IsOrderingSetYes
  • Ordering TypeWIN
  • Enable ParticipationYes
  • Participation Start Date03/04/2024
  • Participation End Date05/07/2024
  • RegionUS
  • Sub TitleRewarding those who serve as the face of your company
  • Short DescriptionSalary benchmark data to reward those who serve as the face of your company
  • CounterPart_SKUSKU_7383
  • Product Survey HeadingContact Center and Customer Service Compensation Survey - US
  • Enable WidgetsYes
  • widget1Publish Date ~ August 2024
  • widget2Positions Published ~ 331
  • widget3Organizations ~ 2,196
  • widget4Observations ~ 1,020,774
  • Enable Home Page DisplayDo Not Show
PARTICIPATION CLOSED

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Product Highlights

Position Families

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

Position 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 Pay
  • Base Salary Increase Budgets
  • Contest
  • 6+ Language Premiums
  • FLSA Status
  • Long-term Incentive Eligibility and Grants
  • Non-cash Recognition
  • Organization Data
  • Shift Differentials
  • Short-term Incentive Eligibility and Amounts
  • Social Media Agents
  • Starting Pay Rates
  • Turnover and Absenteeism
  • Variable Pay - Non-sales Agents
  • Variable Pay Plans
  • Variable Pay - Sales Agents
  • Work-at-home and Virtual Agents
  • Years in Organization
  • Years in Position

Customer Focus

  • Business
  • Consumer

Primary Market Served

  • Diversified/Service Bureau
  • Finance/Banking
  • Insurance
  • Technology/High-tech Products
  • Travel & Hospitality
  • Freight/Shipping
  • Healthcare
  • Retail/Consumer Products
  • Telecommunications
  • Utilities

Geographic Area

  • Metropolitan Area
  • Regional
  • National

Organization Size

  • Assets
  • Net Revenue
  • Operating Expenses/Budget
  • Gross Premiums
  • Net Sales Revenue
  • Total Employment - Full Time Equivalents (FTE's)

Career Stream

  • Executive
  • Professional
  • Management
  • Para-Professional

Product Details

In an increasingly digital world, listening with empathy has never been more crucial. As contact centers continue to evolve, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the call centers salary data and policy insights you need to attract and retain employees for these essential positions within your organization?

The US Contact Center and Customer Service Compensation Survey equips you with salary benchmarking data collected from more than 2,100 organizations for 331 positions. Now featuring key policy elements too, such as flexible scheduling, shift differentials, and career development, you can more easily see the full picture. Analyze the data by business, consumer, and customer focus to help reshape your talent strategy.

Access valuable pay and incentives data regarding call center and customer service representative salaries, across four unique position families:

  • Customer service and contact center operations
  • Finance
  • Quality management
  • Sales, marketing, and product management

View the participating companies in this call centers salary 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

In an increasingly digital world, listening with empathy has never been more crucial. As contact centers continue to evolve, staffing your teams with the right people and the proper skill sets is of utmost importance to deliver an empathetic and impactful customer experience. Do you have the call centers salary data and policy insights you need to attract and retain employees for these essential positions within your organization?

The US Contact Center and Customer Service Compensation Survey equips you with salary benchmarking data collected from more than 2,100 organizations for 331 positions. Now featuring key policy elements too, such as flexible scheduling, shift differentials, and career development, you can more easily see the full picture. Analyze the data by business, consumer, and customer focus to help reshape your talent strategy.

Access valuable pay and incentives data regarding call center and customer service representative salaries, across four unique position families:

  • Customer service and contact center operations
  • Finance
  • Quality management
  • Sales, marketing, and product management

View the participating companies in this call centers salary 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
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PARTICIPATION CLOSED

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: 05/07/2024

Participation Window

Opens: 03/04/2024

Closes: 05/07/2024

Learn more about participation

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