2020 Call Centre Survey

Closing Date: Friday 14th February 2020

We would like to invite all organisations in the BPO environment and Captive Call Centre environment to participate in our 2020 Call Centre Survey.

Current, valid survey results are an invaluable tool when making important remuneration decisions during the course of the year. Very importantly, the survey results can assist in ensuring that your organisation is in a position to comply with the legislation tabled in the Employment Equity Act, “Equal Pay for Work of Equal Value” which came into effect on 1 August 2014.

  • AVBOB Mutual Assurance Society
  • CCI
  • First National Bank
  • OUTsurance
  • Webhelp
  • Wesbank
  • WNS SA
  • Agent I
  • Agent II
  • Agent III
  • Business Improvement Manager
  • Call Centre Manager I / Account Manager
  • Call Centre Manager lI / Account Manager
  • Call Centre Manager lII / Account Manager
  • Dialler Administrator / Lead Generator
  • Inbound Agent – FAIS Accredited
  • Inbound Agent III
  • Online Sales Agent
  • Outbound Agent – FAIS Accredited
  • Outbound Agent III
  • Quality Assurance Coach
  • Quality Assurance Team Leader
  • Quality Controller (Processes)
  • Recruiter
  • Retention Agent
  • Scheduler / Resource Planner
  • Senior Consultant / Legal Associate
  • Supervisor / Team Leader


  • Salary benchmarks by role
  • 13th cheque practice
  • Absenteeism
  • Agent training
  • Entry level salaries
  • FAIS compliance
  • Increases
  • Leave entitlements
  • Performance management
  • Performance related incentives
  • Remuneration policy and benefits
  • Skills retention
  • Staffing information
  • Succession and career development



confidentiality promise

Our business rests on commitment to confidentiality of data. Thus under no circumstances would any individual information or any company-specific information be disclosed to any other participant. Our business depends on our commitment to this promise.



The cost to participate and receive a comprehensive report is (excluding VAT):

R 11 650.00


Contact Us

  • Fill in the form below and we will send you a completely secure individual link to complete the on-line survey.

If you would like any further information, please contact:

Head Office:
Johannesburg & Gauteng

Afika Hangana
Client Executive

+27 11 447 0306


Cape Town, Western Cape & Northern Cape

Reone Kerr
General Manager, Western and Northern Cape region

+27 83 452 6948