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Customer Service Department Salary and Benchmarking Survey Results: 2011

Customer Service Department Salary and Benchmarking Survey Results: 2011

8-1/2" x 11", 12 pages, $49.95

Table of Contents

 

Customer Service Department Salary and Benchmarking Survey Results: 2011 provides the practical industry data you need to manage the customer contact center. The report includes data on customer service salaries and incentives, frequency and type of customer contact, and key performance indicators such as wait time, length of call, first-call resolution, call abandonment, and occupation rates.

It’s the data you need to develop your annual budgets and to set your department’s performance targets.

The data was gathered online in July 2010 and December 2010 and was carefully analyzed and organized to be of the most value to customer service department managers.

Each section of the report includes both descriptive text and a series of charts to help you find the numbers you need quickly and easily.

Table of Contents

  1. Base salaries and bonuses for customer service employees including Vice President of Customer Service, Customer Service Director, Customer Service Manager, Supervisor, Senior CSR, CSR, Entry-level CSR, Data Entry Clerk, and Technical Support Rep.
  2. Incentive plans including the percentage of companies offering year-end bonuses, performance-based incentives, and non-cash performance rewards for managers and frontline reps.
  3. Recognition and reward programs including the percentage of companies offering time off, merchandise awards, cash, travel, and other recognition and reward programs for managers and frontline reps.
  4. Performance indicators including data on frequency and type of customer contact, average call length, average time in queue, average time on hold, maximum number of rings, first-call resolution, call abandonment, and occupation rates.

Your Guarantee of Satisfaction

Customer Service Department Salary and Benchmarking Survey Results: 2011 is guaranteed. We want you to use this valuable resource and put its data to work in your department. Then, if you are not 100% satisfied, you may return your report within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.

 

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