Jacada Salary Business Survey

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

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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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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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%
7-10 years 16.92%
Over 10 years 65.38%
0% 20% 40% 60% 80% 100%
65 percent have over 10 years of

experience
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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
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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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
0 - $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.
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55 percent of the 128 responders received a bonus in 2012.
Did you receive a bonus in 2012?

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%
11-20 percent 21.31%
20-30 percent 8.20%
30-40 percent 3.28%
40-50 percent 0.00%
Over 50 percent 6.56%
0% 10% 20% 30% 40% 50% 60% 70%
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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?

Yes 63.78%
No - 32.28%
remained the same
No - 3.94%
decreased
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%
20 - 30 percent 4%
30 - 40 percent 1%
40 - 50 percent 1%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
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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 30.36%

service/cu...
Director of Customer 50.00%

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.
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69 percent of the 127 call center managers surveyed were concerned about their job stability.
How concerned are you about job stability?

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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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?

1 - 10 29.82%
11 - 50 32.46%
51 - 100 10.53%
Over 100 27.19%
0% 20% 40% 60% 80% 100%
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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?

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.
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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?

North America 61.90%
Europe 23.02%
Latin America 2.38%
Asia-Pacific 12.70%
0% 20% 40% 60% 80% 100%
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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

Communications 21.70%
Consumer Products 8.49%
Energy and Utilities 10.38%
Financial Services 21.70%
Healthcare 9.43%
High Tech 6.60%
Professional Services 7.55%
Public Sector and Education 4.72%
Retail 7.55%
Travel 1.89%
0% 20% 40% 60% 80% 100%
www.jacada.com 14
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?

10 - 50 million USD 24.32%
50 - 100 million USD 16.22%
100 million - 500 million USD 20.72%
500 million - 1 billion USD 12.61%
1 - 5 billion USD 26.13%
0% 20% 40% 60% 80% 100%
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74 percent of the 127 responders have over 100 employees dealing with customer service.
How many employees in your company deal with customer service?

10 - 50 18.11%
51 - 100 7.87%
Over 100 74.02%
0% 20% 40% 60% 80% 100%
74 percent of the 127 responders have

over 100 employees dealing with
customer service.
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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%
6 - 8 years 4.85%
8 - 10 years 11.65%
Over 10 years 7.77%
0% 20% 40% 60% 80% 100%
www.jacada.com 17
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 24.27%
Other (Relocation, family obligations, 18.45%

retirement, burn out)
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.
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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?
Company training sessions a... 90.68%
Computerized help library 67.80%
Client information database 69.49%
0% 20% 40% 60% 80% 100%
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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:

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.
www.jacada.com 20
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.
www.jacada.com 21
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
0 - 2 years 61.11%
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.
www.jacada.com 22
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 7.94%
Improve Customer
Satisfaction 11.11%
New / Improved
technoloies 50.79%
Standardizing
Systems 6.35%
Upgrades / Updates 23.81%
0% 10% 20% 30% 40% 50% 60%
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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%
www.jacada.com 24
Customer Service Experiences Survey
Conclusion
Jacada's salary survey provides a snapshot of satisfaction. Traditionally, call centers have
salary earnings among management-level depended on quantitative metrics to measure
positions in IT/Call Center/Customer Service. success (call duration, number of calls, etc.) but
these measurements are less relevant today
Survey results indicate that the potential for and company's need to look at technologies
salary advancement in management positions that can perform better at providing quality
is promising with 64 percent of call center customer interactions and higher customer
managers surveyed recording a salary increase satisfaction.
in 2011-2012, from which 85 percent reported a
10 percent increase. Call centers and customer service technologies
are in the midst of transformation. Emerging
The same cannot be said call center employees, technologies, changes in consumer behaviors
with managers noting that the majority of their and expectations, and competition present
employees are only with the company for up new challenges for managers. Companies
to 2 years and 54% cite low pay as the top need to be proactive in communicating with
reason for leaving. Lack of training is another their customers and this starts within the
factor with 91% of managers citing a company organization. Proper training for agents,
training program being the main resource embracing innovative technologies, taking
at their disposal. With the more rigorous qualitative measures - are all ways that
expectations of today's customers, this no companies can enhance their call center and
longer suffices and call centers need to invest ultimately provide the level of customer service
more in their agents. 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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Call Center Salary

Customer Service. Simplified. www.jacada.com

Key Findings from the salary survey:

How many years of experience do you have in IT/call center/customer

1-6 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

0% 20% 40% 60% 80% 100%

67 percent of IT/call center/customer

What is your yearly salary?

0 - $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

55 percent of the 128 responders received a bonus in 2012.

Did you receive a bonus in 2012?

0% 20% 40% 60% 80% 100%

11-20 percent 21.31%

20-30 percent 8.20%

30-40 percent 3.28%

40-50 percent 0.00%

Over 50 percent 6.56%

0% 10% 20% 30% 40% 50% 60% 70%

Did your salary increase between 2011 and 2012?

0% 20% 40% 60% 80% 100%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Of the 56 responders, 50 percent hold a Director title, 30 percent hold a VP title.

What position do you hold in your company?

VP/Head of Customer 30.36%

Director of Customer 50.00%

0% 20% 40% 60% 80% 100%

Of the 56 responders, 50 percent

How concerned are you about job stability?

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

How many employees do you manage?

Over 100 27.19%

0% 20% 40% 60% 80% 100%

What level of education do you have?

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

Where is the headquarters of your company located?

North America 61.90%

Latin America 2.38%

0% 20% 40% 60% 80% 100%

Industry of your company

Consumer Products 8.49%

Energy and Utilities 10.38%