2018 Call Centre Survey

Remuneration and Benefits


We would like to invite all organisations in the BPO environment and Captive Call Centre environment to participate in our 2018 Call Centre Survey.

Current, valid survey results are an invaluable tool when making important remuneration decisions during the course of the year.

Equal Pay legislation

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.


  • Agent I
  • Agent II
  • Agent III
  • Supervisor / Team Leader
  • Business Improvement Manager
  • Call Centre Manager I / Account Manager
  • Call Centre Manager lI / Account Manager
  • Call Centre Manager lII
  • Call Centre Executive (Director) / General Manager
  • Customer Support / Helpdesk Technician
  • General Clerk
  • Human Resources Officer / Administrator
  • Human Resources Consultant
  • Human Resources Manager
  • IT Manager
  • MIS Analyst
  • Network Technician
  • Quality Controller (Processes)
  • Quality Assurance Team Leader
  • Quality Assurance Manager
  • Recruiter
  • Scheduler / Resource Planner
  • Senior Training Officer / Course Developer
  • Senior Training Officer / Course Developer
  • Workforce Manager
  • Senior Workforce Manager
  • Training Officer / Course Facilitator

  • Aegis BPO Holdings SA Pty Ltd
  • EXL Services South Africa
  • Merchants SA (Pty) Ltd
  • Webhelp
  • WNS Global Services SA (Pty) Ltd

Survey content:

  • Salary benchmarks per role
  • Benefits practices, including:
    • Categories of staff
    • Agent to Supervisor Ratio
    • Labour turnover
    • Average tenure
    • Shifts
    • Short-term incentives
    • Recognition schemes
    • Performance management
    • Leave
    • Annual increases


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 report is:

R 11 100.00

excl. VAT


For more information, please contact:

Head Office: 
Johannesburg & Gauteng

Afika Hangana
Sales Executive


Cape Town, Western Cape & Northern Cape

Reone Kerr
General Manager, Western and Northern Cape region

Cape Town

Port Elizabeth & Eastern Cape
Durban & Kwazulu Natal

Penny Petrou
General Manager, Eastern Cape & KZN

Port Elizabeth