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 |
Citibank |
CITIC KaWah Bank |
Dao Heng Insurance |
DHL |
Dragon Airlines |
HKTDC |
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HSBC Insurance |
Manulife |
PCCW Limited |
Reuters |
SmarTone Mobile |
Sony |
Towngas |
Virgin Atlantic Airways |
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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) |
Supervisory |
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.
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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