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. To learn more, visit our website - http://www.jacada.com/?pk_campaign=Content_Gen&pk_kwd=slideshare

1. Call Center Salary
and Business
Survey
Customer Service. Simplified.
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2. Call Center Salary and Business Survey
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.
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3. Call Center Salary and Business Survey
Companies:
• 62 percent are headquartered in North America.
• 44 percent are in the communication and financial service industries.
• 41 percent earn yearly revenues of 10-100 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.
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4. Call Center Salary and Business Survey
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: 0
1-6 years
17.69%
16.92%
7-10 years
65.38%
Over 10 years
0%
20%
40%
60%
80%
100%
65 percent have over 10 years of
experience
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5. Call Center Salary and Business Survey
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.
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6. Call Center Salary and Business Survey
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. 7-10 years have an average salary of $76k, and over 10 years have an average salary of $89k.
What is your yearly salary?
Answered: 118
11.02%
0 - $25,000 USD
20.34%
$26,000 - $50,000 USD
$51,000 - $75,000 USD
27.12%
$76,000 - $100,000 USD
19.49%
15.25%
$101,000 - $125,000 USD
$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.
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7. Call Center Salary and Business Survey
55 percent of the 128 responders received a bonus in 2012.
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 10-20 percent, 12 percent received a bonus of 20-50 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%
21.31%
11-20 percent
20-30 percent
8.20%
30-40 percent
3.28%
40-50 percent
0.00%
6.56%
Over 50 percent
0%
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10%
20%
30%
40%
50%
60%
70%
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8. Call Center Salary and Business Survey
Of the 127 surveyees, 64 percent of call center managers received a salary increase between 2011 and
2012. 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%
10 - 20 percent
9%
4%
20 - 30 percent
30 - 40 percent
1%
40 - 50 percent
1%
0%
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10%
20%
30%
40%
50%
60%
70%
80%
90%
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9. Call Center Salary and Business Survey
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...
30.36%
Director of Customer
service/cu...
50.00%
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.
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10. Call Center Salary and Business Survey
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.
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11. Call Center Salary and Business Survey
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: 17
1 - 10
29.82%
11 - 50
32.46%
10.53%
51 - 100
27.19%
Over 100
0%
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20%
40%
60%
80%
100%
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12. Call Center Salary and Business Survey
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%
11.54%
Master's degree
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.
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13. Call Center Salary and Business Survey
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%
2.38%
Latin America
12.70%
Asia-Pacific
0%
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20%
40%
60%
80%
100%
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14. Call Center Salary and Business Survey
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
21.70%
Communications
8.49%
Consumer Products
10.38%
Energy and Utilities
Financial Services
21.70%
Healthcare
9.43%
High Tech
6.60%
Professional Services
7.55%
Public Sector and Education
4.72%
Retail
Travel
7.55%
1.89%
0%
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20%
40%
60%
80%
100%
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15. Call Center Salary and Business Survey
111 surveyees reported that 26 percent of companies have yearly revenues of 1-5 billion USD, 41 percent of
companies have yearly revenues between 10-100 million USD.
What is your company's yearly revenue?
Answered:111 Skipped: 20
24.32%
10 - 50 million USD
50 - 100 million USD
16.22%
100 million - 500 million USD
20.72%
500 million - 1 billion USD
12.61%
26.13%
1 - 5 billion USD
0%
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20%
40%
60%
80%
100%
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16. Call Center Salary and Business Survey
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: 4
10 - 50
18.11%
51 - 100
7.87%
74.02%
Over 100
0%
20%
40%
60%
80%
100%
74 percent of the 127 responders have
over 100 employees dealing with
customer service.
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17. Call Center Salary and Business Survey
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:103
0 - 2 years
42.72%
2 - 4 years
22.33%
4 - 6 years
10.68%
4.85%
6 - 8 years
11.65%
8 - 10 years
Over 10 years
7.77%
0%
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20%
40%
60%
80%
100%
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18. Call Center Salary and Business Survey
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
54.37%
Low Pay
24.27%
Pursue Better Career Opportunities
Other (Relocation, family obligations,
retirement, burn out)
18.45%
2.91%
Termination
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.
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19. Call Center Salary and Business Survey
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...
90.68%
Computerized help library
67.80%
Client information database
69.49%
0%
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20%
40%
60%
80%
100%
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20. Call Center Salary and Business Survey
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.
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21. Call Center Salary and Business Survey
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
15.29%
4.85%
31.76%
Rarely
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.
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22. Call Center Salary and Business Survey
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: 90
61.11%
0 - 2 years
2 - 5 years
25.56%
5 - 10 years
8.89%
Over 10 years
2.22%
Never
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.
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23. Call Center Salary and Business Survey
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
7.94%
Business Expansion
Improve Customer
Satisfaction
11.11%
New / Improved
technoloies
50.79%
Standardizing
Systems
6.35%
23.81%
Upgrades / Updates
0%
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10%
20%
30%
40%
50%
60%
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24. Call Center Salary and Business Survey
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
6.12%
Competitive salary
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
25.53%
Better service is provided
29.79%
Increased employee / job satisfaction
Increased customer setisfaction
34.04%
10.64%
Increased revenues
0%
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10%
20%
30%
40%
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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 2011-2012, 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
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