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2004 Salary & Benchmarking Report Available


(New York, NY, December 7, 2004) -- Base salaries
for customer service employees at all levels
increased in 2004, according to the Customer
Service Newsletter’s just-released report, Salary,
Incentives and Benchmarking Survey Results: 2004.

The survey, conducted online from August 2003 to
July 2004, looks at customer service salaries,
bonuses and incentives, and at key performance
indicators such as wait time, first-call resolution,
call abandonment and occupation rates.

In addition to an increase in base salaries at all
levels, important compensation highlights include:

-- The average base salary for a senior Customer
Service Rep (CSR) increased 4.8 percent over the
previous year to $33,757.

-- Customer service supervisors garnered the
biggest salary gains. Their $40,690 average base
salary represented a 5.7 percent increase over the
previous year’s salary.

-- Customer service reps earned an average of
$29,136 in base pay, representing a 4.6 percent

-- Entry-level customer service reps earned an
average of $24,363, a 3.2 percent increase over the
previous year.

-- The rate of growth also increased for most
customer service job categories, according to the
numbers provided by this year’s participants. The
positions of vice president of customer service,
customer service director, and entry level CSR were
the exceptions, however, showing no increased
growth rate.

The complete report is available for $39.95 from
the publisher, the Customer Service Group, at its
or by phoning 1-800-232-4317.

About the Customer Service Group
For more than 20 years, the Customer Service
Group has helped customer service, call center and
help desk managers increase productivity, improve
service quality and boost customer satisfaction,
loyalty and retention. The Customer Service Group
publishes Customer Service Newsletter and The
Customer Communicator.


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