Online ordering test – multi-variant

Align your policy strategy with market best-practices

Product Highlights

US
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

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

stestsetsetsetse
  • # Organizations: 31

Based on data from the 2019 US Contact Center & Customer Service Policy Survey.

 

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

  • 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
  • Customer focus
  • Geographic region/location
  • Market served
  • Organization size
MULTILEVELMULTISELECTION
2
Total
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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.
  • 2019 results now available. 
  • IsOrderingSetYes
  • Ordering TypeSingleLevelMultiSelection
  • Enable ParticipationNo
  • Sub TitleAlign your policy strategy with market best-practices
  • RegionUS
  • isCOLQOLNO
  • Enable WidgetsNo
  • Enable Home Page DisplayDo Not Show
PARTICIPATION CLOSED

Find out how you can save by becoming a participant in this survey.
Learn More

Product Highlights

US
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

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

stestsetsetsetse
  • # Organizations: 31

Based on data from the 2019 US Contact Center & Customer Service Policy Survey.

 

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

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

Product Details

Managing contact center and customer service talent as an HR professional is no simple task. 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: February – April

Results Publish: August

2020 Results Available

  • 31 organizations
  • USD 575 – 1,725
Buy now!

Sample report

  • 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.

Managing contact center and customer service talent as an HR professional is no simple task. 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: February – April

Results Publish: August

2020 Results Available

  • 31 organizations
  • USD 575 – 1,725
Buy now!

Sample report

  • 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.
Yes

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PARTICIPATION CLOSED

Save on this product by participating

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.

Learn more about participation

Frequently Asked Questions