Mauritius 2008 - ictexport.govmu.org

Mauritius

2008

PUBLIC REPORT

(Full report only available

to participants)

ICT - BPO Sector Salary Survey

Highlights

A SALARY SURVEY COMMISSIONED BY

Conducted by

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reproduced accurately and not used in a misleading context. This document is intended for information purposes only, and is not intended for trading purposes. For further enquiries, please contact:

Chambre de Commerce et d’Industrie France Maurice (CCIFM)

[email protected]

[email protected]

Outsourcing and Telecommunications

Association Mauritius (OTAM)

[email protected]

CAPFOR Ile Maurice

[email protected]

Note: The permission to copy this material does not extend to any material that is identified as being the copyright of a third party.

2008 Mauritius ICT - BPO Salary Survey Highlights

1. Background .................................................................... 1

1.1 Introduction ......................................................................................................... 1

1.2 Acknowledgement .............................................................................................. 1

2. Overview of Survey Participants .................................... 2

2.1 List of participating organisations .................................................................... 2

2.2 Distribution of participants by sector .............................................................. 3

2.3 Distribution of participants by annual turnover ............................................ 3

2.4 Distribution of participants by number of employees .................................. 4

2.5 Distribution of participants by percentage of foreign nationals .................. 4

2.6 Distribution of participants by type of company ........................................... 5

3. Overview of Survey Job Positions and Incumbent

Profiles .................................................................................. 6

3.1 Introduction ......................................................................................................... 6

3.2 Distribution of jobs by main category .............................................................. 8

3.3 Median age and distribution of jobs by gender ............................................. 8

3.4 Distribution of jobs by academic level ............................................................. 9

3.5 Gender and academic level ............................................................................... 9

4. Highlights for key job positions ..................................... 10

4.1 Introduction ....................................................................................................... 10

4.2 Developer / Développeur ............................................................................... 10

4.3 Technical Team Lead / Chef de Projet Technique ....................................... 11

4.4 Technician / Technicien ................................................................................... 11

Contents


4.5 Infrastructure Engineer / Ingénieur (Réseau / Exploitation) .................... 12

4.6 Teleagent / Téléconseiller ............................................................................... 12

4.7 Data Entry Operator / Opérateur de saisie .................................................. 13

4.8 BPO Officer / Technicien BPO ........................................................................ 13

4.9 Senior BPO Supervisor / Chef de Plateau .................................................... 14

4.10 Summary chart ............................................................................................... 14

5. Overview of the Employment Practices Section .......... 15

5.1 Introduction ....................................................................................................... 15

5.2 Examples ............................................................................................................ 15

APPENDICES

Appendix 1 – Definition of terms / Définition des termes


1

1. Background

1.1 Introduction

The 2008 Mauritius ICT – BPO salary survey was commissioned by CCIFM (Chambre de Commerce et d’Industrie France Maurice) and OTAM (Outsourcing and

Telecommunications Association of Mauritius). The ICT - BPO sector in Mauritius is relatively young and this is the first comprehensive salary survey conducted for this sector.

The objectives of this survey were:

• to collect remuneration data to assess current salary levels so that organisations can attract and retain best talents, and so as to facilitate their decision making for remuneration policy revision and salary adjustments

• to help new investors in the setting up of ICT – BPO businesses in Mauritius by providing relevant information about the labour market

• to provide to employees and potential employees with guidelines for their salary expectations

• to assist institutions (BOI, NCB, Mission Économique Française, etc …) in promoting Mauritius as a business destination.

The survey was conducted by CAPFOR, represented by Frédéric Romann, in close collaboration with CCIFM and OTAM and with the support of the 25 participants. Data have been analysed for 28 job positions classified in 12 job families and 2,637 incumbents.

Each participant received a 159 pages detailed report and a salary benchmarking tool. While the full report and the benchmarking tool are only available to participants, CCIFM and OTAM have decided to publish this report which provides highlights from the salary survey.

1.2 Acknowledgement

We would like to thank each and every participating company for their time and cooperation in providing the necessary data and information for the survey. The access they have provided to their data and the transparency they have shown concerning their practices has enabled the publishing of the participant report to provide meaningful and valuable insights into the labour market of the ICT – BPO Sector.

A special thank to the President of CCIFM Mr. Patrice Despax and the President of OTAM Mr. Vidia Mooneegan for having given their utmost help and support to make a success of this salary survey.

Our thanks also go to Mr. Simon Ah Chin Kow, delegated by CCIFM on this project and to the staff of CCIFM.


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2. Overview of Survey Participants

2.1 List of participating organisations

The following 25 organisations took part in the survey:

1. Accenture Mauritius

2. Apollo Solutions

3. BIPIO

4. Business & Decision Mauritius

5. Call Services (Mauritius Telecom)

6. Ceridian (Mauritius)

7. Client Center Alliance (Mauritius)

8. DCDM Consulting

9. DCL

10. Enterprise Information System

11. Euro CRM

12. Expand Technology

13. FRCI

14. Harel Mallac Outsourcing

15. Hydra BPO Services (Taylor Smith Co. Ltd)

16. Infomil (Mauritius)

17. Keyrus (Mauritius)

18. Linkbynet Indian Ocean

19. Linkeo

20. Maureva

21. New Edge Solutions

22. Orange Business Services

23. Outremer Telecom

24. Proximity BBDO Indian Ocean

25. TNT Document Services


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2.2 Distribution of participants by sector

Participants operate in different sectors and some are in more than one single sector. 52% of participants provide services as IT Service Providers, 32% as BPO (other than Call Centre) and 20% as Call Centres. The breakdown is shown in the graph below.

2.3 Distribution of participants by annual turnover

A majority of participants have an annual turnover comprised between Rs 10 M and Rs 100 M. The breakdown is shown in the graph below.


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2.4 Distribution of participants by number of employees

The size of the participants range from small with less than 50 employees to medium with a number of employees comprised between 50 and 199 and large with more than 200 employees. The breakdown is shown in the graph below.

2.5 Distribution of participants by percentage of foreign nationals

As shown in the graph below a majority of 87% participants employ no foreign nationals or up to 5% of total employees. No more than 32% of employees are foreign nationals.


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2.6 Distribution of participants by type of company

Participants are equally distributed between local and international companies as it is shown in the graph below.


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3. Overview of Survey Job Positions and Incumbent

Profiles

3.1 Introduction

Remuneration data have been analysed for 28 job positions classified in 12 job families. Job profiles were developed and validated by a workgroup composed of delegates from the participating companies, representing the different activities of the sector. These job profiles, which included various characteristics such as job role, competencies, education, experience and reporting line, were provided to the participants for job matching purpose. A list of the survey job positions is given in the two tables hereafter in English and French.

Survey Job Positions

1. Developer 14. BPO Officer

1.1. Developer Level 1 15. BPO Supervisor

1.2 Developer Level 2 16. Senior BPO Supervisor

1.3 Developer Level 3 17. BPO Manager

2. Technical Team lead 18. Managing Director / General Manager

3. Web developer 19. HR Manager

4. Technician 20. HR Officer

5. Team Lead Technician 21. Finance / Administration Manager

6. Infrastructure Engineer 22. Accounting Officer

7. Expert 23. Administrative Assistant

8. Project Manager 24. Messenger / Driver

9. IT Unit / IT Department Manager 25. Sales / Account / Marketing Manager

10. Chief Information Officer 26. Sales Representative

11. Teleagent 27. Quality Assurance Engineer

12. Team Lead 28. Quality Assurance Officer

13. Data Entry Operator


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A French version of the survey job positions is given below:

Nom des fonctions de l'enquête

1. Développeur 14. Technicien BPO

1.1. Développeur Niveau 1 15. Chef d'Équipe BPO

1.2 Développeur Niveau 2 16. Chef de Plateau ou Plateforme

1.3 Développeur Niveau 3 17. Manager BPO

2. Chef de Projet Technique 18. Directeur Général

3. Développeur Web 19. Responsable des Ressources Humaines

4. Technicien 20. Chargé des Ressources Humaines

5. Administrateur / Responsable Cellule 21. Responsable Financier / Administratif

6. Ingénieur (Réseau / Exploitation) 22. Assistant Comptable

7. Expert 23. Assistant Administratif

8. Chef de Projet 24. Planton / Chauffeur

9. Responsable d'une entité informatique 25. Responsable des Ventes / Responsable Clientèle

10. Directeur des Systèmes d'Information 26. Attaché Commercial

11. Téléconseiller 27. Responsable Qualité

12. Superviseur 28. Technicien Qualité

13. Opérateur de Saisie BPO

In the participant report a detailed analysis of remuneration data in tabular and graphical form is presented for each job position. The remuneration components are grouped by category as follows:

• Base Salary: annual basic salary including 13th month and any additional fixed bonuses.

• Guaranteed cash : annual basic salary plus guaranteed cash compensation provided to incumbents (e.g. transport allowance)

• Total Cash : guaranteed cash figure as above, plus elements of non-guaranteed and variable pay (e.g. performance bonus)

• Total remuneration: an estimate of the sum of total cash plus the cash value of benefits (e.g. company car).

Remuneration data are presented at the 10th Percentile, 25th Percentile, Median, Mean, 75th Percentile, 90th Percentile (Refer to Appendix 1 for definitions). As far as possible, the complete spread is shown in terms of percentiles. When insufficient data is available partial results are provided in order to maintain confidentiality of data.

In addition the number of organisations and incumbents are presented and an incumbent profile including gender, age, experience, qualification is also provided for each position.


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3.2 Distribution of jobs by main category

2,637 incumbents have been classified in 28 survey job positions. A distribution of jobs by main category is shown in the graph below.

3.3 Median age and distribution of jobs by gender

The median age of the workforce is 26 and 54% of the workforce consists of female workers as shown in the graph below. However the percentage of female workers is as high as 88% for data entry operators and 69% for call centre agents. The median ages for these positions are respectively 25 and 22.


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3.4 Distribution of jobs by academic level

25% of the workforce are HSC holders and 27% are SC holders or below. The remaining workforce either holds a diploma or a degree. Only 3% have a post graduate degree. The breakdown is given in the graph below.

It must be noted that 44% of call centre agents holds a SC or below and 54% holds a HSC while 28% call centre supervisors holds a SC and 71% holds a HSC. It indicates that a HSC holder is more likely to be promoted as supervisor.

3.5 Gender and academic level

The graph below shows that in most cases the higher the academic level the higher the proportion of male employees.


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4. Highlights for key job positions

4.1 Introduction

Highlights are given for the following positions:

1. Developer / Développeur 2. Technical Team Lead / Chef de Projet Technique 3. Technician / Technicien 4. Infrastructure Engineer / Ingénieur (Réseau / Exploitation) 5. Teleagent / Téléconseiller 6. Data Entry Operator / Opérateur de Saisie 7. BPO Officer / Technicien BPO 8. Senior BPO Supervisor / Chef de Plateau

The following notations are used:

• P10: 10% of incumbents are paid below and 90% of incumbents are paid above this salary • P25: 25% of incumbents are paid below and 75% of incumbents are paid above this salary • Median: 50% of incumbents are paid below and 50% of incumbents are paid above this salary

4.2 Developer / Développeur

Job title Developer / Développeur

Job family Software development

Job profile Reporting to the Technical Team Lead, the

developer is responsible for the designing,

implementing, testing and maintenance of IT

applications.

No of organisations 15

No of incumbents 504

Annual Remuneration Data (Rs) P10 Median

Base Salary (including 13th month

and any additional fixed bonuses)

208,000 265,200

Total Remuneration Estimate 268,468 346,749


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4.3 Technical Team Lead / Chef de Projet Technique

Job title Technical Team Lead / Chef de Projet Technique

Job family Software development

Job profile Reporting to the Project Manager, the Technical

Team Lead ensures that IT applications are

delivered as per requirements.

Responsibilities include: team management,

analysis, design, technical specifications,

implementation, documentation, delivery.






352,820 455,000


4.4 Technician / Technicien

Job title Technician / Technicien

Job family IT Infrastructure / Réseau - exploitation

Job profile Reporting to the Team Lead Technician, the

Technician ensures the proper functioning of

Information Systems and Networks through day-

to-day monitoring, diagnostic, installation,

maintenance, repairs and support.






130,000 234,000



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4.5 Infrastructure Engineer / Ingénieur (Réseau / Exploitation)

Job title Infrastructure Engineer / Ingénieur (Réseau /

Exploitation)

Job family IT Infrastructure / Réseau - Exploitation

Job profile Responsible for the design, implementation, and

administration of Information Systems and

Networks, according to clients' requirements, while

ensuring the security of the system.


No of incumbents 37




229,237 338,000


4.6 Teleagent / Téléconseiller

Job title Teleagent / Téléconseiller

Job family Call centre / Centre d’appel

Job profile Responsible for inbound and / or outbound calls.

Provides customers with information and / or

handle customer requests.

Updates the existing databases and follow up

customer calls where necessary.






88,400 98,800



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4.7 Data Entry Operator / Opérateur de saisie

Job title Data Entry Operator / Opérateur de saisie

Job family BPO / Externalisation des Processus Métiers

Job profile Enters data from source documents into IT

applications, following a specific format.

Compares data entered with source documents,

controls and corrects data.

May compile, sort and verify accuracy of data to be

entered.






75,400 84,565


4.8 BPO Officer / Technicien BPO

Job title BPO Officer / Technicien BPO


Job profile Responsible for the handling of a value-added

business process (e.g. payroll, revenue accounting),

according to standard operating procedures

required by the process.






164,450 207,480



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4.9 Senior BPO Supervisor / Chef de Plateau

Job title Senior BPO Supervisor / Chef de plateau


Job profile Manages and supervises several BPO operations

teams.

Ensures that production objectives are achieved

with the right level of quality, while meeting the

deadlines.


No of incumbents 37




260,000 351,000


4.10 Summary chart

In the summary chart below are the monthly basic salaries at first quartile (P25) : 25% of the incumbents are paid less than these salaries.


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5. Overview of the Employment Practices Section

5.1 Introduction

In the participant report comprehensive information are provided on the employment practices of the participants. 18 employment practice areas have been studied covering more than 170 dimensions. A breakdown of the employment practice areas is shown below:

1. Working Patterns 2. Annual Leaves 3. Sick Leaves 4. Other Leaves 5. Base-pay policies 6. Guaranteed Bonus 7. Short Term Incentives and Recognition 8. Long-term incentives 9. Car Benefits 10. Health Care, Disability and Death Benefits 11. Retirement Benefits 12. Overseas Travel Benefits / Passage Benefits 13. Loan benefits 14. Other Benefits 15. Recruitment 16. Labour turnover 17. Learning, training and development 18. Reward strategy and evaluation

5.2 Examples

A few examples extracted from the participant report are given hereafter.

What is the number of standard working hours in a working week?


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By category of staff, what criteria does your company use to manage individual base-pay

progression?

What do you think were the reasons for recruitment difficulties?


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What is the average number of training days per employee and per year?


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APPENDIX 1

Definition of terms

Définition des termes


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Statistical terms definition

• P10 is the 10th Percentile, meaning that 90% of the data is above this point, and 10% is

below.

• P25 is the 25th Percentile or first quartile, meaning that 75% of the data is above this

point, and 25% is below.

• P50 is the Median or second quartile, meaning that 50% the data is above this point, and

50% is below.

• P75 is the 75th Percentile or third quartile, meaning that 25% of the data is above this

point, and 75% is below.

• P90 is the 90th Percentile, meaning that 10% of the data is above this point, and 90% is

below.

• Average is the sum of the data divided by the number of occurrences.

Définitions des termes statistiques

Un décile est chacune des 9 valeurs qui divisent un jeu de données, triées selon une relation d'ordre, en 10 parts égales.

Un quartile est chacune des 3 valeurs qui divisent les données triées en 4 parts égales, de sorte que chaque partie représente 1/4 de l'échantillon de population.

• P10 ou premier décile sépare le jeu de données entre les 10 % inférieurs et le reste des

données.

• P25 ou premier quartile : c'est la limite inférieure qui sépare les 25% des salariés avec les

rémunérations les plus basses des 75% des salariés avec des rémunérations qui lui sont

supérieures.

• P50 ou médiane ou second quartile : elle correspond à la valeur pour laquelle la moitié

des observations lui sont supérieures, l'autre moitié inférieure et partage donc les

salariés en deux groupes de taille égale. Par comparaison avec la moyenne arithmétique,

la médiane permet de réduire l'effet des valeurs extrêmes, en particulier des salaires

élevés, raison pour laquelle elle lui est préférée. Par conséquent, la médiane est

l'indicateur de référence pour situer le niveau général des salaires.

• P75 ou troisième quartile : c'est la limite supérieure qui sépare les 25% des salariés avec

les rémunérations les plus élevées des 75% des salaries avec des rémunérations qui lui

sont inférieure.

• P90 ou neuvième décile sépare les 90 % inférieurs des données des 10 % supérieurs.

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