Call Center Salary and Business. Survey. Customer Service. Simplified.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Call Center Salary and Business. Survey. Customer Service. Simplified. www.jacada.com"

Transcription

1 Call Center Salary and Business Survey Customer Service. Simplified.

2 Overview We are pleased to present the findings of a comprehensive salary survey of management-level positions in IT, call center, and customer service. The survey was undertaken by Jacada during the second half of 2013 and included 130 participants*. Sixty five percent of managers surveyed had over 10 years of experience. The survey examined a three-year window of salary ranges, including bonuses and raises, with the goal of providing a snapshot of current salary earnings and future expectations. Several prominent factors for salary earnings were looked at during the course of the survey including: Education, industry, company size, location, and number of employees managed. Other qualitative factors were also gauged such as job stability and job satisfaction. The impact of job training and the company's adoption of new technologies were also addressed in the survey. This survey also focused on the business side, addressing issues such as call center performance, agent training, employee attrition and implementation of new customer service technology. Key Findings from the salary survey: Managers: 67 percent are male. 65 percent have over 10 years of management experience. 47 percent earn an average annual salary of $50-$100k. 50 percent hold a Director position. 69 percent are concerned with job stability. 72 percent have a higher education degree. 61 percent work in companies that updated their call center technology in the last two years. Customer Service Employees: 43 percent work in the same company for less than two years. Low pay is the top reason for leaving the workplace. Company training session is the most popular resource employees have at their disposal to solve callers issues. 2

3 Companies: 62 percent are headquartered in North America. 44 percent are in the communication and financial service industries. 41 percent earn yearly revenues of million USD. 51 percent updated their call center technology to new and improved systems. *The survey included 130 participants, yet not all participants answered every question. The total number of responders to each question is indicated in the collected data graphs included in the survey. 3

4 Data Out of the 130 IT/Call Center/Customer Service/other managers surveyed, 65 percent have over 10 years of experience. How many years of experience do you have in IT/call center/customer service/other management? Answered: 130 Skipped: years 17.69% 7-10 years 16.92% Over 10 years 65.38% 0% 20% 40% 60% 80% 100% 65 percent have over 10 years of experience 4

5 Out of the 129 responders, 67 percent of IT/call center/customer service managers are male, 33 percent are female. Male responders earn an average salary of $84k while female responders earn an average salary of $78k. Gender Answered: 129 Skipped: 1 Male 66.67% Female 33.33% 0% 20% 40% 60% 80% 100% 67 percent of IT/call center/customer service managers are male, 33 percent are female. Male responders earn an average salary of $84k while female responders earn an average salary of $78k. 5

6 47 percent of the 118 responders earn a yearly salary of $50-$100k. 31 percent make under $50k and 22 percent make over $100k annually. Years of experience affect annual income. Those with 1-6 years of management service earn an average salary of $54k years have an average salary of $76k, and over 10 years have an average salary of $89k. What is your yearly salary? Answered: $25,000 USD 11.02% $26,000 - $50,000 USD 20.34% $51,000 - $75,000 USD 27.12% $76,000 - $100,000 USD 19.49% $101,000 - $125,000 USD 15.25% $126,000 - $150,000 USD 1.69% $151,000 - $175,000 USD 1.69% $176,000 - $200,000 USD 1.69% Over $200,000 USD 1.69% 0% 5% 10% 15% 20% 25% 30% 47 percent of the 118 responders earn a yearly salary of $50-$100k. 31 percent make under $50k and 22 percent make over $100k annually. 6

7 55 percent of the 128 responders received a bonus in Did you receive a bonus in 2012? Answered: 128 Skipped: 2 Yes 54.69% No 45.31% 0% 20% 40% 60% 80% 100% 61 percent of the 61 responders received up to a 10 percent bonus of their yearly salary, 21 percent received a bonus of percent, 12 percent received a bonus of percent, and 7 percent received a bonus of over 50 percent. If you received a bonus, what percentage of your yearly salary was it? Answered: 61 Up to 10 percent 60.66% percent 21.31% percent 8.20% percent 3.28% percent 0.00% Over 50 percent 6.56% 0% 10% 20% 30% 40% 50% 60% 70% 7

8 Of the 127 surveyees, 64 percent of call center managers received a salary increase between 2011 and Salary remained static for 32 percent of the responders, while 4 percent noted a decrease in salary. Did your salary increase between 2011 and 2012? Answered: 127 Skipped: 3 Yes 63.78% No - remained the same 32.28% No - decreased 3.94% 0% 20% 40% 60% 80% 100% From the 80 responders that reported a salary increase in 2012, 85 percent noted up to a 10 percent increase. If you received a salary increase between 2011 & 2012, by what percentage did your salary increase? Answered: 80 Up to 10 percent 85% percent 9% percent 4% percent 1% percent 1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 8

9 Of the 56 responders, 50 percent hold a Director title, 30 percent hold a VP title. What position do you hold in your company? Answered:56 Skipped: 75 VP/Head of Customer service/cu % Director of Customer service/cu % IT Director 1.79% CMO 1.79% Business Development 16.07% 0% 20% 40% 60% 80% 100% Of the 56 responders, 50 percent hold a director title, 30 percent hold a VP title. 9

10 69 percent of the 127 call center managers surveyed were concerned about their job stability. How concerned are you about job stability? Answered:127 Skipped: 4 Very concerned 30.71% Somewhat concerned 38.58% Not concerned 30.71% 0% 20% 40% 60% 80% 100% 69 percent of the 127 call center managers surveyed were concerned about their job stability. 10

11 Of the 114 responders, 27 percent of call center managers supervised over 100 employees, 62 percent managed between 1 and 50 employees. How many employees do you manage? Answered:114 Skipped: % % % Over % 0% 20% 40% 60% 80% 100% 11

12 72 percent of the 130 responders hold a higher education degree: 61 percent with a Bachelor s degree, 11 percent have a Master s degree. What level of education do you have? Answered:130 Skipped: 1 High school 28.46% Bachelor's degree 60.77% Master's degree 11.54% Doctoral degree 1.54% 0% 20% 40% 60% 80% 100% 72 percent hold a higher education degree: 61 percent with a Bachelor s degree, 11 percent have a Master s degree. 12

13 Of the 126 call center managers surveyed, 62 percent note North America as the headquarters of their company. Where is the headquarters of your company located? Answered:126 Skipped: 5 North America 61.90% Europe 23.02% Latin America 2.38% Asia-Pacific 12.70% 0% 20% 40% 60% 80% 100% 13

14 Out of the 106 responders, 22 percent work in the Communication industry, and 22 percent are in the Financial Services industry. Industry of your company Answered:106 Skipped: 25 Communications 21.70% Consumer Products Energy and Utilities 8.49% 10.38% Financial Services 21.70% Healthcare 9.43% High Tech 6.60% Professional Services 7.55% Public Sector and Education Retail Travel 4.72% 1.89% 7.55% 0% 20% 40% 60% 80% 100% 14

15 111 surveyees reported that 26 percent of companies have yearly revenues of 1-5 billion USD, 41 percent of companies have yearly revenues between million USD. What is your company's yearly revenue? Answered:111 Skipped: million USD 24.32% million USD 16.22% 100 million million USD 20.72% 500 million - 1 billion USD 12.61% 1-5 billion USD 26.13% 0% 20% 40% 60% 80% 100% 15

16 74 percent of the 127 responders have over 100 employees dealing with customer service. How many employees in your company deal with customer service? Answered:127 Skipped: % % Over % 0% 20% 40% 60% 80% 100% 74 percent of the 127 responders have over 100 employees dealing with customer service. 16

17 103 surveyees reported that 43 percent of call center employees are with the same company for less than 2 years, 19 percent stayed with the same company for over 8 years. How long on avarage is a call center/customer service employee with you? Answered: years 42.72% 2-4 years 22.33% 4-6 years 10.68% 6-8 years 4.85% 8-10 years 11.65% Over 10 years 7.77% 0% 20% 40% 60% 80% 100% 17

18 54 percent of the 103 responders noted low pay as the most common reason for employees leaving, 24 percent cited employees leaving to pursue better career opportunities. What are the top reasons employees leave the company? Answered:103 Low Pay 54.37% Pursue Better Career Opportunities Other (Relocation, family obligations, retirement, burn out) 18.45% 24.27% Termination 2.91% 0% 10% 20% 30% 40% 50% 60% 54 percent noted low pay as the most common reason for employees leaving, 24 percent cited employees leaving to pursue better career opportunities. 18

19 91 percent of the 118 responders noted that employees are provided with company training sessions to help solve caller s issues, 69 percent reported the availability of a client information database, and 68 percent cited a computerized help library. What resources do employees have at their disposal with which to solve caller's issues? Answered:118 Skipped: 13 Company training sessions a % Computerized help library 67.80% Client information database 69.49% 0% 20% 40% 60% 80% 100% 19

20 79 percent of the 125 responders noted that customer service projects are implemented in house while 21 percent outsource customer service projects. For most of your customer service projects, you: Answered:125 Skipped: 6 Outsource 20.80% Implement in house 79.20% 0% 20% 40% 60% 80% 100% 79 percent noted that customer service projects are implemented in house while 21 percent outsource customer service projects. 20

21 32 percent of the 85 responders noted that their organization rarely changes its customer service technology, 27 percent change every 2-5 years, 11 percent at least once a year, 11 percent as required, 15 percent every 5 to 10 years, and 5 percent never change it. How often does your organization change its customer service technology? Answered:85 As required 10.59% Atleast once a year 10.59% 2-5 years 27.06% 5-10 years 4.85% 15.29% Rarely 31.76% Never 4.71% 0% 10% 20% 30% 40% 32 percent noted that their organization rarely changes its customer service technology, 27 percent change every 2-5 years, 11 percent at least once a year. 21

22 61 percent of the 90 responders work at companies that updated their call center technology in the last 2 years, 26 percent of companies updated their technology between 2 and 5 years ago, 11 percent updated it over 5 years ago while 2 percent have never updated it. When was the last time you updated your call center technology? Answered: years 61.11% 2-5 years 25.56% 5-10 years 8.89% Over 10 years Never 2.22% 2.22% 0% 10% 20% 30% 40% 50% 60% 70% 61 percent work at companies that updated their call center technology in the last 2 years, 26 percent of companies updated their technology between 2 and 5 years ago. 22

23 51 percent of the 63 responders selected new/improved technology as the most common reason for updating call center technology. 24 percent performed upgrades/updates to existing technology while 11 percent updated to improve customer satisfaction. What was your reason for updating your call center technology? Answered: 63 Business Expansion Improve Customer Satisfaction New / Improved technoloies Standardizing Systems 7.94% 6.35% 11.11% 50.79% Upgrades / Updates 23.81% 0% 10% 20% 30% 40% 50% 60% 23

24 53 percent of the 49 responders were most satisfied with their employees and call center team, 20 percent with call center technology, and 16 percent with the level of customer satisfaction provided by the call center. What aspect of your call center are you the most satisfied with? Answered: 49 Competitive salary 6.12% Customer Satisfaction 16.33% Employees / Team 53.06% Flexibility 4.08% Technology 20.41% 0% 10% 20% 30% 40% 50% 60% 34 percent of the 47 responders noted increased customer satisfaction, 30 percent noted increased employee s job satisfaction, and 26 percent noted better service is provided. What practical impact does that have for the company? Answered: 47 Better service is provided 25.53% Increased employee / job satisfaction 29.79% Increased customer setisfaction 34.04% Increased revenues 10.64% 0% 10% 20% 30% 40% 24

25 Customer Service Experiences Survey Conclusion Jacada's salary survey provides a snapshot of salary earnings among management-level positions in IT/Call Center/Customer Service. Survey results indicate that the potential for salary advancement in management positions is promising with 64 percent of call center managers surveyed recording a salary increase in , from which 85 percent reported a 10 percent increase. The same cannot be said call center employees, with managers noting that the majority of their employees are only with the company for up to 2 years and 54% cite low pay as the top reason for leaving. Lack of training is another factor with 91% of managers citing a company training program being the main resource at their disposal. With the more rigorous expectations of today's customers, this no longer suffices and call centers need to invest more in their agents. satisfaction. Traditionally, call centers have depended on quantitative metrics to measure success (call duration, number of calls, etc.) but these measurements are less relevant today and company's need to look at technologies that can perform better at providing quality customer interactions and higher customer satisfaction. Call centers and customer service technologies are in the midst of transformation. Emerging technologies, changes in consumer behaviors and expectations, and competition present new challenges for managers. Companies need to be proactive in communicating with their customers and this starts within the organization. Proper training for agents, embracing innovative technologies, taking qualitative measures - are all ways that companies can enhance their call center and ultimately provide the level of customer service that consumers have come to expect. Also noteworthy, the business side of the survey asked managers about their company's customer service technology. 37 percent of managers responded that their organization rarely or never changes its technology. 61 percent replied that the call center updates its technology every 2 years. Only 11 percent of people surveyed mentioned that the reason for the update was to improve customer Jacada. All right reserved. 25

1. Overall, how satisfied are you working for The Company? Extremely Dissatisfied. Very Dissatisfied. Somewhat Dissatisfied.

1. Overall, how satisfied are you working for The Company? Extremely Dissatisfied. Very Dissatisfied. Somewhat Dissatisfied. Gathering information on employee satisfaction, this survey focuses on how employees feel about their job description, position within the company, relationships with colleagues and superiors, advancement

More information

2013 SAP SALARY SURVEY SUMMARY

2013 SAP SALARY SURVEY SUMMARY 2013 SAP SALARY SURVEY SUMMARY SURVEY RESULTS AND EXECUTIVE SUMMARY APRIL 2013 FOR QUESTIONS AND ADDITIONAL INFORMATION E-MAIL INFO@PANAYA.COM OR VISIT WWW.PANAYA.COM 0T0T0T0T0T0T0T0T0T0T0T0T0T 0T0T0T0T

More information

BPM Salary Survey. Examining the profile, skills. and compensation of. BPM professionals. around the. world. MEMBERS ONLY RESEARCH REPORT

BPM Salary Survey. Examining the profile, skills. and compensation of. BPM professionals. around the. world. MEMBERS ONLY RESEARCH REPORT MEMBERS ONLY RESEARCH REPORT 2015 BPM Salary Survey Examining the profile, skills and compensation of BPM professionals around the world. 2015 BPM Salary, Roles & Responsibilities Report Table of Contents

More information

UX Professionals Salary Survey

UX Professionals Salary Survey UX Professionals Salary Survey 1 Some Key Findings Salaries in the UX industry depend on many variables, such as the location and size of your company, the industry, your academic background and professional

More information

gender roles & equality IN AGRIBUSINESS 2015 SURVEY HIGHLIGHTS WWW.AGCAREERS.COM AGCAREERS@AGCAREERS.COM

gender roles & equality IN AGRIBUSINESS 2015 SURVEY HIGHLIGHTS WWW.AGCAREERS.COM AGCAREERS@AGCAREERS.COM gender roles & equality IN AGRIBUSINESS 2015 SURVEY HIGHLIGHTS WWW.AGCAREERS.COM AGCAREERS@AGCAREERS.COM About this survey demographics AgCareers.com conducted the Gender Roles & Equality in Agribusiness

More information

A9. What is the total number of employees worldwide including Denmark by headcount?

A9. What is the total number of employees worldwide including Denmark by headcount? SURVEY OF EMPLOYMENT PRACTICES OF MULTINATIONAL COMPANIES OPERATING IN DENMARK Home-based English version Please select a language: SECTION A: INTRODUCTION English... 1 Danish... 2 First page: EMPLOYMENT

More information

Employees Speak Up About Benefits Communications

Employees Speak Up About Benefits Communications Employees Speak Up About Benefits Communications Find out what employees want Featuring the Millennial point-of-view April 2014 Survey Report The Employee Handbook Is it useful? Not really. 30% of non-millennials

More information

UNC Leadership Survey 2012: Women in Business

UNC Leadership Survey 2012: Women in Business UNC Leadership Survey 2012: Women in Business Quantitative Report UNC Kenan-Flagler Business School Executive Development 2013 Table of Contents Introduction 3 How to Read This Report 4 Key Findings 5

More information

Summary of results from a clinical doctorate survey

Summary of results from a clinical doctorate survey Summary of results from a clinical doctorate survey Survey was conducted on-line using SurveyMonkey Survey was announced on February 23 via special AAPA e-news and link was posted on AAPA and PAEA web

More information

THE BURTCH WORKS STUDY

THE BURTCH WORKS STUDY THE BURTCH WORKS STUDY Salaries of Predictive Analytics Professionals LINDA BURTCH Managing Director SANDY MARMITT Partner & Executive Recruiter BURTCH WORKS EXECUTIVE RECRUITING SEPTEMBER 2015 THE BURTCH

More information

How Do I know If I Need RCx HOW TO CHOOSE A MANAGED SERVICES PROVIDER. www.netsolus.com

How Do I know If I Need RCx HOW TO CHOOSE A MANAGED SERVICES PROVIDER. www.netsolus.com How Do I know If I Need RCx HOW TO CHOOSE A MANAGED SERVICES PROVIDER www.netsolus.com Shifting your IT operations to a managed services provider (MSP) offers a multitude of benefits. Collaborating with

More information

ONLINE STUDENT NEEDS, PREFERENCES AND EXPECTATIONS

ONLINE STUDENT NEEDS, PREFERENCES AND EXPECTATIONS BEST COLLEGES 2015 ONLINE LEARNING SURVEY: ONLINE STUDENT NEEDS, PREFERENCES AND EXPECTATIONS EMAIL US: research@bestcolleges.com Online Student Needs, Preferences and Expectations Online learning is still

More information

Dell Global Technology Adoption Index Overview

Dell Global Technology Adoption Index Overview Dell Global Technology Adoption Index Overview Dell prioritizes developing a deep understanding of our customers specific technology needs to provide the best possible solutions to unleash their organizations

More information

Hitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud. March 27, 2015. Better

Hitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud. March 27, 2015. Better Hitachi Consulting Growing to $1 Billion Organization Leveraging the Power of the Oracle Cloud March 27, 2015 Better Chris Buri Chris Buri is the Vice President and CIO of Hitachi Consulting and joined

More information

Bethpage Business Banking Group Long Island Small Business Survey

Bethpage Business Banking Group Long Island Small Business Survey Bethpage Business Banking Group Long Island Small Business Survey Report Prepared by STONY BROOK UNIVERSITY CENTER FOR SURVEY RESEARCH December [1] INTRODUCTION Bethpage Federal Credit Union, New York

More information

Bethpage Federal Credit Union. Long Island Small Business Survey

Bethpage Federal Credit Union. Long Island Small Business Survey Bethpage Federal Credit Union Long Island Small Business Survey Report Prepared by STONY BROOK UNIVERSITY CENTER FOR SURVEY RESEARCH December 2012 [1] INTRODUCTION Bethpage Federal Credit Union, New York

More information

2014 State of the Enterprise SURVEY

2014 State of the Enterprise SURVEY Enterprise Innovation from Core to Edge 2014 State of the Enterprise SURVEY Exclusive Research from Computerworld IT s Balancing Act As companies solidify their investments in emerging technologies such

More information

Results of the staff survey on gender awareness and capacity development for gender mainstreaming at ICRAF

Results of the staff survey on gender awareness and capacity development for gender mainstreaming at ICRAF Why do men and women at ICRAF differ in their views about gender, their perceived relevance of gender, capacity to implement gender analysis, and their views towards gender in the organization? Results

More information

COPIER CAREERS SALES MANAGER SALARY SURVEY

COPIER CAREERS SALES MANAGER SALARY SURVEY 2013 COPIER CAREERS SALES MANAGER SALARY SURVEY 1 Over the past year and a half, as the economy has recovered from its recession and returned to growth mode, a major shift has taken place in the copier

More information

The Operations Management

The Operations Management The Operations Management Employment Outlook Second Quarter 2010 APICS The Association for Operations Management The University of North Carolina Wilmington APICS The Association for Operations Management

More information

Security Management in Humanitarian Agencies

Security Management in Humanitarian Agencies 1 Security Management in Humanitarian Agencies Rising attacks on humanitarian aid workers and increased targeting of aid agencies have led many humanitarian agencies to rethink and reorganize management

More information

CEO Survey 2013 Hungary. respondents

CEO Survey 2013 Hungary. respondents Hungary 2013 250 respondents Hungary 2013 250 respondents More than half of the CEOs see the future optimistically Stanton Chase specialized for searching and selecting top managers surveyed 1000 CEOs

More information

Pension Settlements Through Terminated Vested Lump Sum Windows

Pension Settlements Through Terminated Vested Lump Sum Windows Pension Settlements Through Terminated Vested Lump Sum Windows Insights into Plan Sponsor Experience February 2013 Retirement port 2013 Aon plc Document Title Sub-Title of Report Document Date Summary

More information

CIMA SALARY SURVEY 2013. Republic of Ireland

CIMA SALARY SURVEY 2013. Republic of Ireland CIMA SALARY SURVEY 2013 Republic of Ireland 1 Foreword CIMA s members and students are looking forward to rapid career progression and salary rises well above the national average - despite the continuing

More information

Minnesota Registered Nurse Workforce Survey

Minnesota Registered Nurse Workforce Survey Minnesota Registered Nurse Workforce Survey Survey Instructions Using a pen or pencil, please clearly indicate your response to each question by completely filling in the appropriate square (example: )

More information

Select the occupation that best represents the job you were laid off:

Select the occupation that best represents the job you were laid off: Page 1 Last date or expected last date of work: Select the occupation that best represents the job you were laid off: a. Architecture and Engineering Occupations b. Arts, Design, Entertainment, Sports

More information

2015 TALENT MANAGEMENT COMPENSATION REPORT

2015 TALENT MANAGEMENT COMPENSATION REPORT 2015 TALENT MANAGEMENT COMPENSATION REPORT New Talent Management Network Second place is good too, right? We don t think so either. Our clients want to win. They know that only the highest performing,

More information

Employee Engagement Surveys Get Results

Employee Engagement Surveys Get Results Employee Engagement Surveys Get Results Federation of Tax Administrators Award for Management and Organizational Initiative in State Tax Administration Submitted by: Wisconsin Department of Revenue January

More information

CHAPTER 5 MARKET RESEARCH

CHAPTER 5 MARKET RESEARCH CHAPTER 5 MARKET RESEARCH Travel and Tourism: New Lanark Case Study (Int 1 AH) 59 Travel and Tourism: New Lanark Case Study (Int 1 AH) 60 5. MARKET RESEARCH 5.1 REASONS FOR CARRYING OUT MARKET RESEARCH

More information

Questionnaire Survey Report on the University Gender Equality Action Plan

Questionnaire Survey Report on the University Gender Equality Action Plan Questionnaire Survey Report on the University Gender Equality Action Plan June 2010 University of Tsukuba Office of Gender Equality Introduction This survey report summarizes the responses of 2,004 members

More information

HIMSS Nursing Informatics

HIMSS Nursing Informatics February 19, 2011 2011 HIMSS Nursing Informatics supported by the HIMSS Nursing Informatics Community Workforce Survey www.himss.org/ni 1. Executive Summary 2011 Nursing Informatics Workforce Survey The

More information

Viewpoints from Leading Healthcare Chief Information Officers

Viewpoints from Leading Healthcare Chief Information Officers Viewpoints from Leading Healthcare Chief Information Officers Facts, Priorities, Salaries and Advice to Future CIOs April 2009 4 CityPlace Drive Suite 300 Saint Louis, Missouri 63141 800-209-8143 Fax 314-726-0026

More information

2012-13 Graduate Follow-Up Survey Summary of Statewide Results

2012-13 Graduate Follow-Up Survey Summary of Statewide Results 2012-13 Graduate Follow-Up Survey Summary of Statewide Results Sonia Ninon August 2014 IR #14016 0 P a g e Table of Contents Executive Summary... 2 Three Key Points... 3 Areas for Follow-Up Research...

More information

Case study. Research showcasing leading practice at the Commonwealth Bank GENDER P Y EQUITY

Case study. Research showcasing leading practice at the Commonwealth Bank GENDER P Y EQUITY Case study Research showcasing leading practice at the Commonwealth Bank GENDER P Y EQUITY Contents Foreword 2 Executive Summary In brief Context and history Step 1: Awareness Step 2: The business case

More information

Data-to-Go Series GMAC. B-School Follow Up: Class of 2013. About the Data. Key Findings

Data-to-Go Series GMAC. B-School Follow Up: Class of 2013. About the Data. Key Findings B-School Follow Up: Class of 2013 Results from the September 2013 alumni poll show the class of 2013 MBA and other specialized business master s alumni remain successful in finding employment opportunities

More information

UPS 2009 Pain in the Healthcare (Supply) Chain Survey

UPS 2009 Pain in the Healthcare (Supply) Chain Survey UPS 2009 Pain in the Healthcare (Supply) Chain Survey Overview UPS, a leading provider of healthcare logistics and transportation services, has launched its second annual Pain in the (Supply) Chain survey

More information

IBM Certification White Paper. The value of IT Certification

IBM Certification White Paper. The value of IT Certification IBM Certification White Paper The value of IT Certification Contents 1 Overview of IT Certification 2 Value to Organization 5 Value to Individual 7 Value to Solution Provider 9 Summary 10 Recommendations

More information

Report on the Status of Nursing Education Programs in Pennsylvania

Report on the Status of Nursing Education Programs in Pennsylvania Report on the Status of Nursing Education Programs in Pennsylvania DATA FROM NURSING EDUCATION PROGRAM ANNUAL REPORTS, 2009 Nursing Education Programs in Pennsylvania 1 July 2010 VOLUME 8 JULY 2010 TABLE

More information

LIFE BEYOND THE SQUARE

LIFE BEYOND THE SQUARE LIFE BEYOND THE SQUARE CLASS OF 2013 Table of Contents 3 4 4 4 4 5 5 5 6 6 7 8 9 9 10 10 13 14 EXECUTIVE SUMMARY INTRODUCTION OVERVIEW Methodology Knowledge Rate Missing Values/Rounding Demographics CAREER

More information

Talent 2020: Surveying the talent paradox from the employee perspective The view from the Health Care sector

Talent 2020: Surveying the talent paradox from the employee perspective The view from the Health Care sector Talent 2020: Surveying the talent paradox from the employee perspective The view from the Health Care sector Deloitte Consulting s September 2012 Talent 2020: Surveying the talent paradox from the employee

More information

2012 Results: IT Service Management Salary Survey

2012 Results: IT Service Management Salary Survey 2012 Results: IT Service Management Salary Survey Table of Contents 2 Introduction & Highlights 4 Who Took the Survey 9 Salary Information 17 Other Interesting Info 18 About the Contributors 2013 ITSM

More information

Retaliation: The Cost to Your Company and Its Employees

Retaliation: The Cost to Your Company and Its Employees Retaliation: The Cost to Your Company and Its Employees This report is published by the Ethics Resource Center (ERC). All content contained in this report is for informational purposes only. The Ethics

More information

Case for Management and Leadership Program Assessment

Case for Management and Leadership Program Assessment Version 1.2 The Blue Sky Software Consulting Firm Case for Management and Leadership Program Assessment The Blue Sky is a fifteen-year old software-consulting firm. It was founded by Max Blue, who was

More information

SPONSORED BY GRANT THORNTON. Financial executive compensation survey 2013

SPONSORED BY GRANT THORNTON. Financial executive compensation survey 2013 SPONSORED BY GRANT THORNTON Financial executive compensation survey 2013 Contents 1 Executive summary 3 Survey participant information 4 Overall survey findings 6 Public and private company comparisons

More information

Corporate Health & Wellness Research. 2 nd April 2015

Corporate Health & Wellness Research. 2 nd April 2015 Corporate Health & Wellness Research 2 nd April 2015 Methodology 2 WHO? 53 Irish HR Leaders WHEN? 27 th February 26 th March 2015 WHERE? Republic of Ireland HOW? Online Quantitative Survey SUMMARY Key

More information

Q1 What is the primary area of construction specialization for your company

Q1 What is the primary area of construction specialization for your company College of DuPage Construction Management Employer Survey 214 Q1 What is the primary area of construction specialization for your company Answered: 1 Skipped: Single Family Residential... Multi-Family

More information

Budget Proposal Narrative Division: College of Humanities and Social Sciences, Department of Communication Sciences and Disorders

Budget Proposal Narrative Division: College of Humanities and Social Sciences, Department of Communication Sciences and Disorders Budget Proposal Narrative Division: College of Humanities and Social Sciences, Department of Communication Sciences and Disorders Audiology Clinical Doctorate Statement of Purpose: (What is the problem

More information

Montana State Government's Pay Audit

Montana State Government's Pay Audit Montana State Government Leading by Example Montana State Government's Pay Audit Executive Summary, Report and 2014 Contents Introduction... 3 Pay Audit Overview... 3 Agency Distribution... 3 Figure 1...

More information

Appendix 10: Improving the customer experience

Appendix 10: Improving the customer experience Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure

More information

B2B Spend Management Survey Brought to you by MasterCard International and Ariba

B2B Spend Management Survey Brought to you by MasterCard International and Ariba B2B Spend Management Survey Brought to you by MasterCard International and Ariba About MasterCard MasterCard International provides payment solutions via member financial institutions that enable organizations

More information

HOW CANDIDATE EXPERIENCE IS TRANSFORMING HR TECHNOLOGY

HOW CANDIDATE EXPERIENCE IS TRANSFORMING HR TECHNOLOGY HOW CANDIDATE EXPERIENCE IS TRANSFORMING HR TECHNOLOGY 2014 CareerBuilder 2014 CareerBuilder TABLE OF CONTENTS Page Methodology / Objectives 3 Executive Summary 5 Detailed Findings Human Resource Metrics

More information

'Strategic Data Center Management: Transforming Fear into Opportunity' A CoreNet Global and Johnson Controls Survey Research Project

'Strategic Data Center Management: Transforming Fear into Opportunity' A CoreNet Global and Johnson Controls Survey Research Project 'Strategic Data Center Management: Transforming Fear into Opportunity' A CoreNet Global and Johnson Controls Survey Research Project Presenters John Richard, Director Global Critical Environments Eric

More information

2014 Only Influencers Email Marketing Salary Guide

2014 Only Influencers Email Marketing Salary Guide 2014 Only Influencers Email Marketing Salary Guide by Bill McCloskey, Only Influencers EMAIL MARKETING SALARIES (ALL)... 2 EMAIL MARKETING SALARIES BROKEN OUT BY SEX... 3 (ALL RESULTS MALE ONLY)... 3 (ALL

More information

Transforming Field Team Productivity in the Retail Market

Transforming Field Team Productivity in the Retail Market Transforming Field Team Productivity in the Retail Market We Work Where You Work The first step in transforming the productivity of any retail field team is to establish what success looks like, and ensure

More information

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies The Cross Channel Customer Experience Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies March 21 Executive Summary Snapshot of Key Findings by the Numbers: 9 44 29 Percent of

More information

UNDERGRADUATE HEALTH SCIENCES ENRICHMENT PROGRAM PROGRAM DATES: JUNE 12, 2015 JULY 24, 2015

UNDERGRADUATE HEALTH SCIENCES ENRICHMENT PROGRAM PROGRAM DATES: JUNE 12, 2015 JULY 24, 2015 UNDERGRADUATE HEALTH SCIENCES ENRICHMENT PROGRAM PROGRAM DATES: JUNE 12, 2015 JULY 24, 2015 APPLICATION DEADLINE: 5:00PM, FRIDAY, APRIL 10, 2015 The Undergraduate Health Science Enrichment Program (UHSEP)

More information

Preparing the Engineer of 2020 Community and Two-Year College Survey PERSONAL INFORMATION

Preparing the Engineer of 2020 Community and Two-Year College Survey PERSONAL INFORMATION Preparing the Engineer of 2020 Community and Two-Year College Survey 1. How likely is it that you will transfer to a four-year college or university and enroll in a bachelor's degree program in engineering?

More information

Call Center Cost Control Strategies

Call Center Cost Control Strategies Call Center Cost Control Strategies Summary Results September 2013 Program Overview Gatepoint Research invited selected call/contact center and customer service executives from a wide range of industries

More information

SERVICE MANAGER SALARY SURVEY

SERVICE MANAGER SALARY SURVEY 2011 SERVICE MANAGER SALARY SURVEY For service managers, 2011 has been a year of stress and frustration or many copier professionals, the past few years have been a time of mounting stress and frustration.

More information

The NNOHA Survey Of Health Center Dental Salaries: Trends And Analysis

The NNOHA Survey Of Health Center Dental Salaries: Trends And Analysis The NNOHA Survey Of Health Center Dental Salaries: Trends And Analysis Wayne W. Cottam DMD, MS Associate Dean for Community Partnerships, Arizona School of Dentistry & Oral Health, AT Still University

More information

San Diego State University Consent to Act as a Research Subject

San Diego State University Consent to Act as a Research Subject San Diego State University Consent to Act as a Research Subject You are being asked to participate in a research study. Before you give your consent to be a part of the study, carefully read the following

More information

Astronomy Bachelor s. Employed 43% Unemployed 6% Graduate Study

Astronomy Bachelor s. Employed 43% Unemployed 6% Graduate Study www.aip.org/statistics One Physics Ellipse College Park, MD 20740 301.209.3070 stats@aip.org April 2015 Astronomy Degree Recipients Initial Employment Results from the follow-up survey of degree recipients,

More information

Consulting Performance, Rewards & Talent. Making Employee Engagement Happen: Best Practices from Best Employers

Consulting Performance, Rewards & Talent. Making Employee Engagement Happen: Best Practices from Best Employers Consulting Performance, Rewards & Talent Making Employee Engagement Happen: Best Practices from Best Employers The Challenge Companies across the globe are taking the initiative to administer and manage

More information

CIMA SALARY SURVEY 2013. United Kingdom

CIMA SALARY SURVEY 2013. United Kingdom CIMA SALARY SURVEY 2013 United Kingdom 1 Foreword CIMA s members and students are looking forward to rapid career progression and salary rises well above the national average - despite the continuing economic

More information

Valuing a Target Using Net Promoter Score (NPS)

Valuing a Target Using Net Promoter Score (NPS) Valuing a Target Using Net Promoter Score (NPS) By Lumeric Consulting LLC March 2011 Contents Net Promoter Score Overview of Net Promoter Score (NPS) 2-4 NPS case example commercial due diligence 6-11

More information

Appendix B. National Survey of Public School Teachers

Appendix B. National Survey of Public School Teachers Appendix B. National Survey of Public School Teachers This survey is based on a national random sample of 1,010 K 12 public school teachers. It was conducted by mail and online in fall 2007. The margin

More information

2012 SURVEY OF REGISTERED NURSES AMN HEALTHCARE, INC., 2012 JOB SATISFACTION, CAREER PATTERNS AND TRAJECTORIES

2012 SURVEY OF REGISTERED NURSES AMN HEALTHCARE, INC., 2012 JOB SATISFACTION, CAREER PATTERNS AND TRAJECTORIES We ve earned The Joint Commission s Gold Seal of Approval 2012 SURVEY OF REGISTERED NURSES AMN HEALTHCARE, INC., 2012 12400 High Bluff Drive, San Diego, CA 92130 JOB SATISFACTION, CAREER PATTERNS AND TRAJECTORIES

More information

Compensation Survey Physician Executives in Information Technology February 2015

Compensation Survey Physician Executives in Information Technology February 2015 Compensation Survey Physician Executives in Information Technology February 2015 The Association of Medical Directors of Information Systems (AMDIS) and Witt/Kieffer recently teamed to conduct a compensation

More information

2014 Service Availability Benchmark Survey. Published by

2014 Service Availability Benchmark Survey. Published by 2014 Service Availability Benchmark Survey Published by Executive Summary This benchmark survey presents service availability metrics that allow IT infrastructure, business continuity, and disaster recovery

More information

Worst of the Worst Franchises

Worst of the Worst Franchises FranchiseBusinessREVIEWTM Sharing the franchise experience Worst of the Worst Franchises 2007 Franchisee Satisfaction Study 2007 Franchise Business Review. All Rights Reserved. www.franchisebusinessreview.com

More information

Postgraduate Studies MBA Medical Devices & Healthcare Management" General information for the interview

Postgraduate Studies MBA Medical Devices & Healthcare Management General information for the interview Postgraduate Studies MBA Medical Devices & Healthcare Management" General information for the interview Filled out by applicant and submitted together with application form First name Last name Date of

More information

Benchmark Study on HR Management Systems 2010. Banking sector SHORT REPORT. April 2011. Tax, People Services

Benchmark Study on HR Management Systems 2010. Banking sector SHORT REPORT. April 2011. Tax, People Services Benchmark Study on HR Management Systems 2010 SHORT REPORT Tax, People Services 2011 KPMG Limited, a company incorporated under the Companies (Guernsey) Law, as amended in 2008, a subsidiary of KPMG Europe

More information

2006 07 A Study Conducted by SIIA, Macrovision, SoftSummit, SVPMA and Study Conducted by SIIA, Macrovision, SoftSummit and CELUG CELUG

2006 07 A Study Conducted by SIIA, Macrovision, SoftSummit, SVPMA and Study Conducted by SIIA, Macrovision, SoftSummit and CELUG CELUG 2006 07 A Study Conducted by SIIA, Macrovision, SoftSummit, SVPMA and Study Conducted by SIIA, Macrovision, SoftSummit and CELUG CELUG KEY TRENDS IN SOFTWARE PRICING AND LICENSING SUMMARY OF FINDINGS Subscription:

More information

Finance and Insurance Workforce Summit. Linda Leadbitter, VP HR Aon Americas March 15, 2007

Finance and Insurance Workforce Summit. Linda Leadbitter, VP HR Aon Americas March 15, 2007 Finance and Insurance Workforce Summit Linda Leadbitter, VP HR Aon Americas March 15, 2007 0 Aon Corp Overview Headquartered in Chicago, IL 500 offices in more than 120 countries 46,000 employees $9.0

More information

Work Smarter, Not Harder

Work Smarter, Not Harder Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best

More information

How Outsourcing Significantly Reduces Accounts Receivables, Improves Collections and Decreases Denied Claims...All Within 30 Days

How Outsourcing Significantly Reduces Accounts Receivables, Improves Collections and Decreases Denied Claims...All Within 30 Days How Outsourcing Significantly Reduces Accounts Receivables, Improves Collections and Decreases Denied Claims...All Within 30 Days Page 1 The fast-paced healthcare industry is becoming competitive and organizations

More information

One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy

One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy One Size Doesn t Fit All: How a Segmentation Approach Can Help Guide CE Product Strategy Presenters Joe Bates Director of Research Gina Woodall Vice President More than 2,100 members Top 20 Trade Association

More information

1. To begin, which of the following skill sets do you think are most important for recent college graduates to possess?

1. To begin, which of the following skill sets do you think are most important for recent college graduates to possess? NORTHEASTERN UNIVERSITY PREPARING GRADUATES FOR GLOBAL SUCCESS TOPLINES REPORT National Public Opinion Poll of American Adults 18+ (N=1,000) National Sample Conducted August 16 28, 2013 via Landline and

More information

2015 Workforce Survey Final Report. Prepared by Dr Sharon Hetherington Industry Development Officer Exercise & Sports Science Australia

2015 Workforce Survey Final Report. Prepared by Dr Sharon Hetherington Industry Development Officer Exercise & Sports Science Australia 2015 Workforce Survey Final Report Prepared by Dr Sharon Hetherington Industry Development Officer Exercise & Sports Science Australia Contents Executive Summary... 4 1. Overview... 6 1.1 Introduction...

More information

Application for Financial Aid Master of International Law and Economics (MILE) Programme at the World Trade Institute (WTI)

Application for Financial Aid Master of International Law and Economics (MILE) Programme at the World Trade Institute (WTI) WTI, University of Bern Hallerstrasse 6 CH-3012 Bern, Switzerland T +41 31 631 32 70 F +41 31 631 36 30 www.wti.org inquire@wti.org Application for Financial Aid Master of International Law and Economics

More information

Mountain West Addiction (Substance Abuse) Counselor Workforce Survey

Mountain West Addiction (Substance Abuse) Counselor Workforce Survey Unifying science, education and services to transform lives. Mountain West Addiction (Substance Abuse) Counselor Workforce Survey Section 1 1. Gender Male Female Other 2. Age 18-20 21-25 26-30 31-35 36-40

More information

AVAIL VAPOR RESPONDS TO REQUEST FROM FEDERAL DRUG ADMINISTRATION TO PROVIDE FEEDBACK FROM E-CIGARETTE USERS

AVAIL VAPOR RESPONDS TO REQUEST FROM FEDERAL DRUG ADMINISTRATION TO PROVIDE FEEDBACK FROM E-CIGARETTE USERS AVAIL VAPOR RESPONDS TO REQUEST FROM FEDERAL DRUG ADMINISTRATION TO PROVIDE FEEDBACK FROM E-CIGARETTE USERS Q2 What is your age? Answered: 8,509 Skipped: 18 18-20 21-29 30-39 40-49 50-59 60 or older 18-20

More information

Cost Reduction & Engagement Survey

Cost Reduction & Engagement Survey Survey Highlights Cost Reduction & Engagement Survey 2009 About the Survey In early April, Hewitt Associates surveyed HR executives at 518 U.S.-based companies (representing over $4 trillion in annual

More information

SAP: Investing in Your People is Investing in the Workforce of the Future

SAP: Investing in Your People is Investing in the Workforce of the Future 2015 SAP SE or an SAP affiliate company. All rights reserved. SAP: Investing in Your People is Investing in the Workforce of the Future People are very important at SAP SE. So when one of the world s largest

More information

Demand for Linux Expertise Drives Hiring Priorities for 2014

Demand for Linux Expertise Drives Hiring Priorities for 2014 Demand for Linux Expertise Drives Hiring Priorities for 2014 February 2014 www.linuxfoundation.org www.dice.com Executive Summary It s a good time to be a technology professional: The technology unemployment

More information

Report 015 Retention. Life Working Series 2015

Report 015 Retention. Life Working Series 2015 Report 015 Retention Life Working Series 2015 1 1. Introduction Understanding the length of time employees remain with a company and the drivers of retention. The latest report in our Life Working series

More information

How Accelerated Nursing Students Learn

How Accelerated Nursing Students Learn How Accelerated Nursing Students Learn A Comparative Case Study of the Facilitators, Barriers, Learning Strategies, Challenges and Obstacles of students in an Accelerated Nursing Program Background and

More information

Accenture Risk Management. Industry Report. Life Sciences

Accenture Risk Management. Industry Report. Life Sciences Accenture Risk Management Industry Report Life Sciences Risk management as a source of competitive advantage and high performance in the life sciences industry Risk management that enables long-term competitive

More information

The Challenges to Success for Project/Programme Management Offices

The Challenges to Success for Project/Programme Management Offices The Challenges to Success for Project/Programme Management Offices An ESI International Study +44 (0)20 7017 7100 www.esi-intl.co.uk Key Findings Project/Programme Management Offices (PMO) contribute to

More information

AAT and Robert Half 2013 SALARY AND CAREER SURVEY

AAT and Robert Half 2013 SALARY AND CAREER SURVEY AAT and Robert Half 2013 SALARY AND CAREER SURVEY Contents 3 Welcome from AAT and expert opinion from Robert Half 4 Average basic salary for each level of AAT membership 5 Salary for each level of AAT

More information

Pay equity for small business Worked examples: Two fictional case studies. 25 March 2015

Pay equity for small business Worked examples: Two fictional case studies. 25 March 2015 Pay equity for small business Worked examples: Two fictional case studies 25 March 2015 Worked example 1 European Quality Footwear Pty Ltd Note: the following worked example is fictitious and has been

More information

Conducted by Gallup SCOTT JASCHIK & DOUG LEDERMAN

Conducted by Gallup SCOTT JASCHIK & DOUG LEDERMAN The 2014 Inside Higher Ed Survey of College & University Human Resources Officers Conducted by Gallup SCOTT JASCHIK & DOUG LEDERMAN EDITORS, INSIDE HIGHER ED 1 INSIDE HIGHER ED The 2014 Inside Higher Ed

More information

Supply Chain Opportunities

Supply Chain Opportunities Supply Chain Opportunities Supporting the business world is a challenge. True solutions require much more than the push of a button which is why at Office Depot, we depend on each other. We lean on our

More information

Statistical Profile of New Brunswick s Publicly Funded Universities

Statistical Profile of New Brunswick s Publicly Funded Universities Statistical Profile of New Brunswick s Publicly Funded Universities Academic Year 2010 2011 Statistical Profile of New Brunswick s Publicly Funded Universities Academic Year 2010 2011 Province of New Brunswick

More information

The Vienna PhD School of Informatics Design, Implementation and Experiences

The Vienna PhD School of Informatics Design, Implementation and Experiences The Vienna PhD School of Informatics Design, Implementation and Experiences María del Carmen Calatrava Moreno, Hannes Werthner Vienna University of Technology Vienna, Austria mc.calatrava.moreno@ec.tuwien.ac.at

More information

Standard 1: The student will describe the importance of earning an income and explain how to manage personal income using a budget.

Standard 1: The student will describe the importance of earning an income and explain how to manage personal income using a budget. STUDENT MODULE 1.1 EARNING AN INCOME PAGE 1 Standard 1: The student will describe the importance of earning an income and explain how to manage personal income using a budget. Jobs vs. Careers Felicia

More information

Stop the HIT Coalition National Small Business Owner Survey Interview Schedule

Stop the HIT Coalition National Small Business Owner Survey Interview Schedule Stop the HIT Coalition National Small Business Owner Survey Interview Schedule Project: 15492 N=251 Small Business Owners; Margin of Error: +6.2% A. Do you own or operate a business? 100% Yes B. And is

More information

IMA 2012. Middle East. SALARY SURVEY By Raef Lawson, CMA, CPA, CFA

IMA 2012. Middle East. SALARY SURVEY By Raef Lawson, CMA, CPA, CFA COMPENSATION IMA 2012 Middle East SALARY SURVEY By Raef Lawson, CMA, CPA, CFA 5 0 S T R AT E G I C F I N A N C E I N o v e m b e r 2 0 1 2 Two years ago, IMA conducted the first salary survey of its members

More information

Southside Virginia Community College Graduate Follow-Up Update Class of 2014

Southside Virginia Community College Graduate Follow-Up Update Class of 2014 Southside Virginia Community College Graduate Follow-Up Update Class of 2014 By Anne T. Yancey Office of Institutional Research July 9, 2015 METHOD Southside Virginia Community College conducts a one-year

More information