Deciding salaries for customer service executives

How do companies decide on pay package for their customer service executives?

Customer Service is typically measured using Service Levels. Organizations establish the desired service levels that they wish to operate at and then capacitize for that.

Compensation of Service Executives is dependent on several factors (external and internal) other than service levels. Some of the important Service Metrics for monitoring service levels are:
  • Response Time
  • Wait Time
  • Handling Time
  • Complaints and Repeat Complaints
  • Rework
  • Customer Satisfaction on Service
  • Channel wise effectiveness
  • Service Costs
  • etc.,

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