SURVEY: 2021 Call Centre Remuneration and Benefits Survey

CLOSING DATE: Monday, 21 June 2021

We invite all organisations in the BPO and Captive Call Centre environment to participate in our 2021 Call Centre Remuneration & Benefits 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.

The 2020 Call Centre survey sample included the following organisations:

  • ABSA
  • AVBOB Mutual Assurance Society
  • EXL
  • Momentum Metropolitan
  • WNS SA
  • Woolworths Financial Services

  • Agent II *

  • Agent III
  • Inbound / Out Bound Agent – FAIS Accredited
  • Retention Agent
  • Scheduler / Resource Planner
  • Inbound Agent III
  • Quality Controller (Processes)
  • Recruiter
  • Supervisor / Team Leader
  • Quality Assurance Team Leader
  • Call Centre Manager I / Account Manager
  • Call Centre Manager lI / Account Manager
  • Call Centre Manager lII

  • 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.

Cost (excluding VAT) to participate and receive a comprehensive report:

R12 100. 00

Fill in this form and we will send you a customised link to participate in the online survey

(NB: Please note that we cannot use gmail/mweb/etc email addresses)
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For any queries,
please email the contact
in your region.


Gauteng (Head Office)


Thami Ngwenya
Client Executive


Cape Town:
Western Cape &
Northern Cape


Leanne Visser
Regional Manager, Western
& Northern Cape region


Port Elizabeth:
Eastern Cape &


Penny Petrou
General Manager,
Eastern Cape & KZN