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2014
SALARY
SURVEYA STUDY OF SALARIES IN THE
CONTACT CENTRE INDUSTRY IN
SOUTH AFRICA
BENCHMARK MOTIVATE RETAIN
PRESENTED BY
BERTUS DU PLESSIS
TARYN FIVAZ
PRODUCED AND SPONSORED BYENDORSED BY
SALARY SURVEY 2014
AGENDA
SALARY SURVEY 2014
Profile of Respondents
Agent Salaries
Contact Centre Management Salaries
Support Staff & Support Staff Management Salaries
Conclusion
Questions & Discussion
PROFILE OF RESPONDENTSMETHODOLOGY & VALIDITY
SALARY SURVEY 2014
May-June
2014
NEW IN
2014
TEMP.
Salaries
Incentives
Comm.
Annual
Increases
PROFILE OF RESPONDENTS
SALARY SURVEY 2014
148
Responses
7% S.A.
Contact
Centres
21,5%
Agents
within
S.A.
Top 5 Industries
PROFILE OF RESPONDENTS
SALARY SURVEY 2014
PROFILE OF RESPONDENTS
SALARY SURVEY 2014
AGENDA
SALARY SURVEY 2014
Profile of Respondents
Agent Salaries
Contact Centre Management Salaries
Support Staff & Support Staff Management Salaries
Conclusion
Questions & Discussion
AGENTS SALARIESNATIONAL SALARY SURVEY RESULTS
SALARY SURVEY 2014 AGENTS
AGENTS SALARIESNATIONAL SALARY SURVEY RESULTS
SALARY SURVEY 2014 AGENTS
SALES AND COLLECTIONS
AGENTS ARE PAID THE LOWEST SALARIES BUT BOTH QUALIFY FOR INCENTIVES, WHICH INCREASES THE TOTAL SALARY PACKAGE.
AGENTS SALARIESREGIONAL SALARY SURVEY RESULTS
SALARY SURVEY 2014 AGENTS
AGENTS SALARIESREGIONAL SALARY SURVEY RESULTS
SALARY SURVEY 2014 AGENTS
AGENTS SALARIESREGIONAL SALARY SURVEY RESULTS
SALARY SURVEY 2014 AGENTS
AGENTS SALARIESCOMMISSION & INCENTIVES
SALARY SURVEY 2014 AGENTS
Sales Outbound
Collections
Service
22%-45%
Others
63%-75%
Sales In.
29%
Temps
Sales In.
200%
more
Service
& IT
R1500
200%
500%
TENURE
AGENTS SALARIESANNUAL INCREASES
SALARY SURVEY 2014 AGENTS
The majority of permanent agents receive an average salary increase, yetthe majority of temporary staff do not
AGENDA
SALARY SURVEY 2014
Profile of Respondents
Agent Salaries
Contact Centre Management Salaries
Support Staff & Support Staff Management Salaries
Conclusion
Questions & Discussion
CONTACT CENTREMANAGEMENT SALARIES
SALARY SURVEY 2014 MANAGEMENT
NATIONAL SALARY SURVEY RESULTS
CONTACT CENTRE MANAGEMENT SALARIES - REGIONAL OVERVIEW
SALARY SURVEY 2014 MANAGEMENT
AGENDA
SALARY SURVEY 2014
Profile of Respondents
Agent Salaries
Contact Centre Management Salaries
Support Staff & Support Staff Management Salaries
Conclusion
Questions & Discussion
SUPPORT STAFFSALARIES
RESPONDENT PROFILE
SALARY SURVEY 2014 SUPPORT STAFF
135
Responses
Gauteng
63%
KZN
11%
WCP
26%
SUPPORT STAFF SALARIES
SALARY SURVEY 2014 SUPPORT STAFF
RESPONDENT PROFILE
SUPPORT STAFF SALARIES
SALARY SURVEY 2014 SUPPORT STAFF
NATIONAL SALARY SURVEY RESULTS
SUPPORT STAFF MANAGEMENTSALARIES
SALARY SURVEY 2014 MANAGEMENT
NATIONAL SALARY SURVEY RESULTS
Trend
is to pay a
higher salary for
Human Resources
Management in
smaller contact
centres
contact
centres in
KwaZulu-Natal
that are paying
well above the
other provincial
medians
AGENDA
SALARY SURVEY 2014
Profile of Respondents
Agent Salaries
Contact Centre Management Salaries
Support Staff & Support Staff Management Salaries
Conclusion
Questions & Discussion
CONCLUSION
SALARY SURVEY 2014
2014 Survey enhancements
Perm. & Temp salary gaps across all
functions and regions
Commission & Incentives
Annual Increases
Support Function Salary detail
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