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Customer Service Center

This benchmark serves the exchange of expertise among the participants. It is combined with a compensation study of the sector-relevant functions, which is currently conducted every 2 years.

The participants are mostly companies with in-house customer service centers, coming, for example, from the trade, finance, telecommunications/IT, and other service sectors.

The benchmark primarily focuses on the key positions of customer service centers, such as:

  • Agents (e.g. complaint and demand management, sales,
    technical support)
  • Workforce management
  • Training
  • Project/process management
  • Data mining/business intelligence

You will receive function-based evaluations of income levels and structures as well as extended benefits of specialists/clerks, experts/professionals, and team leaders/managers at different career levels.

This benchmark will take place again in 2024.

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