Call Center Salary and Business Survey

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