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CallForce CCMG Salary Survey 2014

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Contact Centre Management Group
Contact Centre Management Group

CCMG After Forever Conference Day 1 - CallForce CCMG Salary Survey 2014

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SALARY SURVEY 2014 A STUDY OF SALARIES IN THE CONTACT CENTRE INDUSTRY IN SOUTH AFRICA BENCHMARK MOTIVATE RETAIN PRESENTED BY BERTUS DU PLESSIS TARYN FIVAZ ENDORSED BY PRODUCED AND SPONSORED 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 RESPONDENTS METHODOLOGY & VALIDITY May-June 2014 SALARY SURVEY 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 SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
AGENTS SALARIES NATIONAL SALARY SURVEY RESULTS SALES AND COLLECTIONS AGENTS ARE PAID THE LOWEST SALARIES BUT BOTH QUALIFY FOR INCENTIVES, WHICH INCREASES THE TOTAL SALARY PACKAGE. SALARY SURVEY 2014 AGENTS
AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
AGENTS SALARIES COMMISSION & 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 SALARIES ANNUAL INCREASES The majority of permanent agents receive an average salary increase, yet the majority of temporary staff do not SALARY SURVEY 2014 AGENTS
AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
CONTACT CENTRE MANAGEMENT SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 MANAGEMENT
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 STAFF SALARIES RESPONDENT PROFILE 135 Responses Gauteng 63% KZN 11% WCP 26% SALARY SURVEY 2014 SUPPORT STAFF
SUPPORT STAFF SALARIES SALARY SURVEY 2014 SUPPORT STAFF RESPONDENT PROFILE
SUPPORT STAFF SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 SUPPORT STAFF
SUPPORT STAFF MANAGEMENT SALARIES NATIONAL SALARY SURVEY RESULTS Trend is to pay a higher salary for Human Resources Management in smaller contact centres SALARY SURVEY 2014 MANAGEMENT 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 2014 Survey enhancements Perm. & Temp salary gaps across all functions and regions Commission & Incentives SALARY SURVEY 2014 Annual Increases Support Function Salary detail ? ? ?

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CallForce CCMG Salary Survey 2014

  • 1. SALARY SURVEY 2014 A STUDY OF SALARIES IN THE CONTACT CENTRE INDUSTRY IN SOUTH AFRICA BENCHMARK MOTIVATE RETAIN PRESENTED BY BERTUS DU PLESSIS TARYN FIVAZ ENDORSED BY PRODUCED AND SPONSORED BY
  • 3. AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
  • 4. PROFILE OF RESPONDENTS METHODOLOGY & VALIDITY May-June 2014 SALARY SURVEY 2014 NEW IN 2014 TEMP. Salaries Incentives Comm. Annual Increases
  • 5. PROFILE OF RESPONDENTS SALARY SURVEY 2014 148 Responses 7% S.A. Contact Centres 21,5% Agents within S.A. Top 5 Industries
  • 6. PROFILE OF RESPONDENTS SALARY SURVEY 2014
  • 7. PROFILE OF RESPONDENTS SALARY SURVEY 2014
  • 8. AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
  • 9. AGENTS SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
  • 10. AGENTS SALARIES NATIONAL SALARY SURVEY RESULTS SALES AND COLLECTIONS AGENTS ARE PAID THE LOWEST SALARIES BUT BOTH QUALIFY FOR INCENTIVES, WHICH INCREASES THE TOTAL SALARY PACKAGE. SALARY SURVEY 2014 AGENTS
  • 11. AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
  • 12. AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
  • 13. AGENTS SALARIES REGIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 AGENTS
  • 14. AGENTS SALARIES COMMISSION & 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
  • 15. AGENTS SALARIES ANNUAL INCREASES The majority of permanent agents receive an average salary increase, yet the majority of temporary staff do not SALARY SURVEY 2014 AGENTS
  • 16. AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
  • 17. CONTACT CENTRE MANAGEMENT SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 MANAGEMENT
  • 18. CONTACT CENTRE MANAGEMENT SALARIES - REGIONAL OVERVIEW SALARY SURVEY 2014 MANAGEMENT
  • 19. AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
  • 20. SUPPORT STAFF SALARIES RESPONDENT PROFILE 135 Responses Gauteng 63% KZN 11% WCP 26% SALARY SURVEY 2014 SUPPORT STAFF
  • 21. SUPPORT STAFF SALARIES SALARY SURVEY 2014 SUPPORT STAFF RESPONDENT PROFILE
  • 22. SUPPORT STAFF SALARIES NATIONAL SALARY SURVEY RESULTS SALARY SURVEY 2014 SUPPORT STAFF
  • 23. SUPPORT STAFF MANAGEMENT SALARIES NATIONAL SALARY SURVEY RESULTS Trend is to pay a higher salary for Human Resources Management in smaller contact centres SALARY SURVEY 2014 MANAGEMENT contact centres in KwaZulu-Natal that are paying well above the other provincial medians
  • 24. AGENDA SALARY SURVEY 2014 Profile of Respondents Agent Salaries Contact Centre Management Salaries Support Staff & Support Staff Management Salaries Conclusion Questions & Discussion
  • 25. CONCLUSION 2014 Survey enhancements Perm. & Temp salary gaps across all functions and regions Commission & Incentives SALARY SURVEY 2014 Annual Increases Support Function Salary detail ? ? ?