Customer service Contact Center Salary
       and HR Policy Survey for Hong Kong

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Best in Class (BIC)
Chairman's Introduction
Overview & Benefits
2012 Best in Class Winners
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Press Release

CRM Benchmarking
Contact Center
Service Portal
Customer Service Center
Corporate Client Servicing Center
Contact Center Salary and HR Policy Survey

Global Certification

Customer Service
Quality Standard (CSQS)

APCSC Summit

CRE Awards


To register for this project, please click here

Benefit & Overview

With increasing deployment of Contact Center operations in Hong Kong and China, many companies are keen to recruit and attract Contact Center professionals who are capable of delivering high quality customer service and generating sales through both inbound and outbound telephone services. As the economy is picking up, major business sectors are aggressively hiring high caliber candidates with substantial increases in base salary and other incentives and commission schemes. Therefore, most Contact Centers are also experiencing high staff turnover rate. The cost of high staff turnover not only increases costs in recruitment, training and productivety, but also seriously affects customer satisfaction, retention, loyalty and staff morale.

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation Strategy Benchmarking Program to provide human resources intelligence for Contact Centers in the region. The objective is to reduce staff turnover rate and to elevate the customer service quality in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

After analyzing the salary data, the sales commission and performance pay, a comprehensive report will be provided for you to compare your own pay structure, get a competitive compensation policy, attract, motivate and retain your employees.

Selection of leading companies covered since inauguration

Cathay Pacific Airways

Cathay Pacific Holidays


CITIC KaWah Bank

Dao Heng Insurance


Dragon Airlines


HSBC Insurance


PCCW Limited


SmarTone Mobile



Virgin Atlantic Airways


Industries covered
Airlines, Banking & Finance, Insurance, Telecommunications, Government, Outsourcing Service Provider, Utilities, Transportation, Service Centers.

1. Contact Centre Salary Benchmarking Positions for both Permanent and Contract:

Senior Management

Head, Customer Service/ Business Unit(GMC50)

Senior Manager, Customer Service (SMC50)

Middle Management

Telesales Manager (TSM40)

Customer Service Manager/CRM Manager(CSM40)


Telesales Supervisor (TSS30)

Customer Service Supervisor (CSS30)

Technical Support Supervisor (TCS30)

Quality Assurance Officer (QAO30)

Experienced Frontline

Inbound Telesales Representative (ITR20)

Outbound Telesales Representative (OTR20)

Customer Service Representative (CSR20)

Technical Support Representative (TSR20)

Junior Frontline

Inbound Telesales Representative (ITR10)

Outbound Telesales Representative (OTR10)

Customer Service Representative (CSR10)

Technical Support Representative (TSR10)



       2. Contact Center Human Resources Policy in Hong Kong - Permanent versus Contract 


      I:   Contact Center Working Schedule and Holidays.

     II:   Contact Center Industry and Size.

    III:   Contact Center Staff Turnover and Salary Increase

    IV:   Contact Center Allowances & Overtime Pay.

     V:   Sales and Performance Incentive Scheme.

    VI:   Staff Retention Program

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