The Quest Salary Survey & Staffing Trends 2014/15 Salary Survey & Staffing Trends 2014/15 ... 3.4...

The Quest Salary Survey & Staffing Trends 2014/15

First published October 2014

Publisher: Quest Staffing Solutions (Pty) Ltd

Executive Sponsor:Kay Vittee (MBA, B.Com)Chief Executive Officer, Quest Staffing Solutions (Pty) Ltd

Editors: KC Makhubele (MBA, B.Com)Quest Staffing Solutions (Pty) Ltd;Andy Quinan, Database Solutions

Research Analyst:Fungai Chigwendere (Msc Mgt Research, B.Com)Quest Staffing Solutions (Pty) Ltd

Research Analysis & Statistics: Analogue Marketing Information Services

Design & Production:June15 Brand Movement

Copyright: All rights are reserved by Quest Staffing Solutions (Pty) Ltd. No part of this publication may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of the copyright owner.

Copyright © text, data, tables and graphs: Quest Staffing Solutions (Pty) LtdCopyright © published edition: Quest Staffing Solutions (Pty) Ltd

Quest Salary Survey & Staffing Trends 2014/15 ©

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Contents

FOREWORD 3

INTRODUCTION 4

EXECUTIVE SUMMARY 5

Key findings 5

Section i: General survey 5

Section ii: Contact centre survey 5

Section iii: Recruitment services uptake 6

Section iv: Staffing trends 2014/2015 6

METHODOLOGY 7

REPORT & ANALYSIS OF FINDINGS 10

SECTION I 10-61

1 WHITE COLLAR SURVEY RESULTS 10

1.1 Profile of respondents 10

1.2 Primary White Collar Positions 12

1.2.1 National 12

1.2.2 Gauteng 17

1.2.3 Western Cape 20

1.2.4 KwaZulu-Natal 22

1.2.5 Other Provinces 24

1.2.6 Analysis of Median Salary by province 25

1.2.7 Construction & Engineering: Permanent Salaries (general) 28

1.2.8 Education & Business/Professional Services (general) 30

1.2.9 Financial Services (general) 32

1.2.10 Industrial/Manufacturing (general) 36

1.2.11 Information Technology & Telecommunications (general) 39

1.2.12 Logistics & Distribution (general) 41

1.2.13 Travel, Media & Entertainment (general) 43

1.3 Industry-Specific White Collar Positions 45

1.3.1 Financial Services 45

1.3.2 Construction & Engineering 46

1.3.3 Industrial/Manufacturing 47

1.3.4 Logistics & Distribution 47

1.3.5 Information Technology & Telecommunications 47

1.4 Provincial Median Salaries Comparison 48

1.4.1 Permanent 0 – 5 years experience 48

1.4.2 Permanent 5 or more years experience 50

1.5 Size of company median salaries comparison (permanent) 53

1.5.1 1 to 50 employees (National) 53



1.5.4 500+ employees (National) 58

1.6 Size of company median salaries comparison (temporary

salaries & commission) 60

1.6.1 500+ employees 60


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Contents

SECTION II 62-81

2 CONTACT CENTRE SALARY SURVEY RESULTS 62-81

2.1 Profile of respondents 63

2.2 Contact Centre Agent Salaries 65

2.2.1 National 65

2.2.2 Gauteng 67

2.2.3 Western Cape 68

2.2.4 KwaZulu-Natal 69

2.2.5 Financial Services 70

2.2.6 BPO Outsourcing 72

2.3 Contact Centre Supervisor/Manager Salaries 74

2.3.1 National 74

2.3.2 Gauteng 75


2.4 Contact Centre Support Staff Salaries 76

2.4.1 National 76

2.4.2 Gauteng 78

2.4.3 Western Cape, KwaZulu-Natal 79


SECTION III 82-86

3 AN OUTLOOK ON SERVICES OFFERED BY

RECRUITMENT AGENCIES 82-86

3.1 Outsourced Staffing Services 83

3.2 Permanent Placement Services 83

3.3 Field Service 83

3.4 Recruitment Process Outsourcing Service 83

3.5 Managed Service Providers (MSPs) Service 83

SECTION IV 87-93

4 QUEST’S PICK OF THE KEY STAFFING AND

RECRUITMENT TRENDS FOR 2014/15 87-93

4.1 Employer Trends 88

4.2 Employee Trends 91

SECTION V 94-96

5 ABOUT QUEST 94-96

5.1 ABOUT QUEST 95

5.2 Quest Services Offering 9699


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Whether you are a business owner starting or expanding your

business or a job seeker searching for the ideal company to work

for, in order to make good business, financial or career decisions,

there is critical information that you need to know.

For example, wouldn’t it be useful to know the average salary

for a specific position within a particular industry, by area? by

province? differentiating between levels of experience and

temporary or permanent employment?

How about the financial and employment opportunities in each

province?

The aim of the research presented in this report is to provide these

kinds of benchmarks.

The report which follows outlines the research results of white

collar salary levels across South Africa.

The research was conducted via an online questionnaire, which

was designed to be quick and easy for respondents to complete.

Data collected included high, low and median salary levels across

a wide range of common job functions. Survey respondents were

also given the opportunity to give additional comments. This

allowed for further insights and trends to be identified such as

factors influencing recruitment and job-seeker motivation to join

a company.

The intention of this report is to present the results in an easy-to-

read format for all stakeholders, business owners and managers,

recruiters and job seekers.

We hope that you find this report of tremendous value.

Kay Vittee, Chief Executive Officer

Quest Staffing Solutions (Pty) Ltd

FOREWORDBy Kay Vittee

Kay Vittee, Chief Executive Officer Quest Staffing Solutions (Pty) Ltd


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There are a number of syndicated and subscription-based salary

research services that offer accurate salary information, at a price.

Quest has produced a white collar salary survey which covers 38

key job functions employed by the greater majority of companies,

as well as a number of additional industry-specific job functions.

The objective of this survey is to set industry benchmarks, in an

easily accessible format. This allows South African businesses

of all sizes the opportunity to compare salaries across several

experience levels and all nine provinces, at no cost to themselves.

When the survey was launched in June 2014, Quest received

an enthusiastic response from business as a whole. The volume

of responses received for the general industry survey (section I)

was high with valid responses from 418 companies representing

all nine provinces and major industry sectors. For the contact

centre survey (section II), valid responses were received from 150

companies. The majority of these responses were from Gauteng,

Western Cape and KwaZulu-Natal. A unique aspect of Quest’s

contact centre salary survey is that the data reveals the salary

differences between permanent and temporary staff employed

directly by the company and through agencies.

A detailed analysis of the respondents is provided in section

I for the general industry survey and section II for the contact

centre survey. The survey report was designed as a quick and easy

reference tool for high, low and median salary levels across a wide

range of common job functions, with additional comments and

insights added where necessary.

The report consists of tables depicting the median salary level for

each job function as well as the minimum (less the lowest 10%

of responses received) and maximum (less the highest 10% of

responses received) salary levels. We chose not to include data

where the response level (“n” = number in the tables) was less

than five and as a result the reader will observe gaps in these

instances - as the data was insufficiently validated. Despite

this strict validation discipline, we managed to maintain a very

comprehensive set of result tables - covering the entire industry

spectrum and each of the major provinces: Gauteng, KwaZulu-

Natal and Western Cape. The data on the six remaining provinces

was merged to form a category “Other Provinces”.

We hope that the report will prove useful to recruiters and

management as the data included provides a valid and easily

accessible reference tool to benchmark white collar salary levels

across the country.

INTRODUCTION

“The data on the six remaining provinces was merged to form a category “Other Provinces”.


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KEY FINDINGSSection I: General industry survey

• Use of temporary versus permanent staff:

- 64.4% of respondent companies employ temporary/contract

staff in addition to their permanent staff.

- The highest paid temporary staff are in the industrial and

manufacturing industry. This industry pays substantially higher

salaries for every temporary job function, when compared to

the national median salaries for temporary staff. For example,

Bookkeepers are paid 38.8% more and Admin/Office Managers

30.8% more.

• Median Salary differences by experience level & province:

Salaries of employees with less than five years experience in

Gauteng are 7.3% higher than the national median level. This is

in contrast with salaries in KwaZulu-Natal which are 15.6% lower

than the national median, Western Cape salaries which are 5%

lower and the salaries of the Other Provinces which are 13.9%

lower. These are quite sizable variances. For further analysis of the

differences in provincial salary levels please see page 25.

• Industry-specific positions (highlights)

Financial sector: Temporary staff are paid 37% less than their

permanent counterparts with less than five years experience.

Construction & Engineering: The salaries of all job functions

included under the Construction & Engineering industry increase

substantially when staff have five or more years experience. In

fact, in almost every case, the salaries are more than double those

of their counterparts with less than five years experience.

Information Technology & Telecommunications: Engineers,

analysts and quantity surveyors (as a group) earn the highest

salaries in comparison to all other positions reviewed in the survey

once they have five or more years experience.

• Payment of Commission: Key Account Managers are the

highest commission earners, earning commission equivalent

to 55.3% of their salaries, whereas Sales Managers and Sales

Representatives earn commission equivalent to 18.6% and

34.8% of their salaries respectively.

Section II: Contact centre survey

• General overview of salaries: Salary levels in the industry have

remained the same since 2013 for most job categories - when the

results of this survey are compared with other comparable surveys

completed 12 months earlier. However, there are job categories

in which salaries have increased, either because of skills shortages

or an increase in demand as trends change. The categories that

EXECUTIVE SUMMARY


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“ Quest has identified 22 staffing trends that it believes will continue

to pick up in 2014/15”

stand out are Inbound Sales Agents, Trainers, Quality Assessors

and WFM specialists – salaries for these positions have increased

by between 20% and 30% when compared to last year.

• Use of temporary staff: Close to 50% of all contact centres

with 10 or more employees use temporary staff employed by an

agency.

• Agent Salaries:

- In the Collections sector of the industry, significantly higher

salaries are paid to temporary agents employed by agencies. In

the case of Collections agents with less than one year’s experience

for example, the difference can be up to 80% more.

- Provincial salaries are closely aligned to national salaries, except

for KwaZulu-Natal Customer Service Inbound salaries which are

lower than both the national median and Western Cape salaries

by up to 40%.

- In the Financial Services Industry, temporary agents employed by

a company are marginally better paid than agents supplied by an

agency. The exception is with Outbound Customer Service agents

who have less than one year’s experience. In this case, temporary

agents employed by a company are paid 28.6% more.

- The IT Helpdesk category is the only agent category where BPO

pays higher salaries than Financial Services. This is because BPO

Outsourcers probably take on more complex work than is found

at Financial Services Helpdesks.

• Supervisor/Manager Salaries: BPO Outsource Supervisor and

Manager salaries are slightly lower than or equal to the national

median. However, the salaries of Gauteng Managers are higher

than the national median. In the case of Gauteng Managers with

less than five years experience, their salaries are up to +47.6%

higher at R27, 000.

• Support Staff Salaries:

- Gauteng salaries are usually equal to or are higher than national

and Western Cape salaries. For example, QA salaries for those

with more than five years experience are 10% higher in Gauteng

at R19, 000.

- BPO Outsource permanent Support Staff salaries are significantly

lower than the national median of R17, 000. The highest variance

in this regard lies in the salaries of WFM specialists. For example,

salaries of WFM specialists with less than five years experience are

35.3% lower than the national median salary.

Section III: Recruitment services uptake

• There will be an increased uptake of the recruitment services

surveyed in the research, namely: Outsourced Staffing Services

(OSS); Permanent Placement Services; Field Service; Recruitment

Process Outsourcing Service (RPO); and Managed Service Providers

(MSPs) Service. RPO in particular shows an increase (+14.5%) in

uptake nationally while OSS also shows a significant increase

(+17.2%) in uptake.

Section IV: Staffing trends 2014/2015

• Quest has identified 22 staffing trends that it believes will

continue to pick up in 2014/15. These include the ‘bring your

own device’ (BYOD) practice and Statement of Work (SOW).

We have also identified 10 employee trends relating to common

attributes candidates look for in a new employer.


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Section I & Section III: General White Collar Survey & Uptake of

recruitment services

The research took place during the months of June and July 2014.

A web-based questionnaire was developed and an internet and

email campaign was employed to generate responses. The primary

sample was drawn from the Interactive Direct business database

which is made up of 277, 000 executives and white collar staff,

all with opt-in email addresses. The database represents 47, 000

businesses with 10 or more employees. The email campaign,

aimed at 46, 000 CEO’s, HR and Finance Managers, was launched

in June and closed mid-July. The survey campaign was then

supplemented with advertising on the most prominent human

resources websites and email newsletters.

Based on ongoing database research over the past 10 years,

Interactive Direct estimates that there are between 70, 000 and

80, 000 businesses with 10 or more white collar staff operating

actively in South Africa. Although there are more than 4.2 million

companies and close corporations (CCs) registered with the

Companies and Intellectual Property Commission (CIPC) - 1.4

million of them coded as trading - the reality is that there are

only approximately 600, 000 active business entities, of which a

much smaller number of approximately 70, 000 employ the bulk

of white collar workers in South Africa.

Validity:

418 fully completed questionnaires were received, which we

consider to be a more than sufficient sample to create a valid

picture of salary levels in the country. The established research

industry norm for a valid response, which achieves a 95%

confidence level in the sample, is 0.5% of the population – i.e.

150 responses from the 30, 000 plus companies contacted.

Achieving over 400 responses, which is a 1.4% response rate,

safely exceeds the response norm.

Section II: Contact Centre Survey

The contact centre survey was an option offered at the end of the

main white collar survey questionnaire which took place during

the months of June and July 2014. A web-based questionnaire

was developed and an internet and email campaign was used to

generate responses. 10% of the main questionnaire respondents

completed the contact centre section. The campaign was

supplemented with advertising on the most prominent human

resources websites and in their email newsletters as well as by

emailing to the Rod Jones Contact Centre Consulting database

of 5, 000 contact centre executives. The balance of the responses

therefore came from contact centre management who were

reached through an extensive email campaign aimed specifically

at the industry. It was particularly gratifying to see that 22% of the

responses came from the BPO Outsourcing sector of the industry.

This is a vital growth sector with great potential for increasing

youth employment.

Validity:

150 fully completed questionnaires were received. We consider

this sample to be more than sufficient to create a valid picture

of salary levels in the country as the accepted number of call

centres in the country with 10 or more agents is between 2, 000

and 2, 500. If you use the higher number of contact centres as

the population, the response level is 6%. This is well above the

research industry norm of 0.5%. The contact centre industry

body, the CCMG, has a verified total of just over 2, 000 contact

centres on their database.

METHODOLOGY


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1 WHITE COLLAR SURVEY RESULTS

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1.1 PROFILE OF RESPONDENTS

Fig. 1 (below) shows the spread of responses received across the provinces.

Fig. 1 Response distribution by provinces

Fig. 2 (below) shows the number of respondent companies divided into sectors based on their number of employees. It also shows the

use of temporary versus permanent staff by company size.

Fig 2. Response distribution by number of staff and temporary versus permanent employment

Highlights

• This survey conclusively illustrates that there is extensive use of temporary and contract employees across all South African industries

and companies of all sizes.

• It is interesting to note that 5.3% of respondent companies only employed temporary/contract staff and no permanent staff at all,

apart from top management. The results indicate that the majority of these companies belong to the 1–10 employee sector.

• The hiring of temporary staff is spread across sectors of all sizes. It is, however, particularly prevalent in companies belonging to the

1–10 and 10–50 employee sectors.

• 64.4% of respondent companies employ temporary or contract staff in addition to their permanent staff.

SECTION I

Rest of the Provinces: Mpumalanga, North West, Northern Cape, Limpopo

Region Percentage Response

Gauteng 56%

Western Cape 23%

KZN 10%

Eastern Cape 5%

Free State 2%

Rest of the Provinces 4%

218

236

96

16

41

Eastern Cape

Free State

Gauteng

KwaZulu-Natal

Rest of Provinces

Western Cape

0

20

40

60

80

100

120

140

160

0 1-10 10-50 50-100 100-200 200-300 300-400 400-500 500+

14

3510

1818

96

106

149

38

35

16

35

42

160

98

22

PermanentTemporary


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Respondent companies by industry sector

Fig. 3 Respondent companies by industry sector

Fig. 3 (above) and Table. 3 (below) show the breakdown of responses by major industrial sectors. The results show a fair spread across

all the sectors and allowed us to provide comprehensive tables which show salary levels across the six largest sectors as well as industry-

specific salary levels for the five largest sectors.

Provinces 0 1-10 10-50 50-100 100-200 200-300 300-400 400-500 500+ Total Percentage

Eastern Cape 8 8 3 1 1 21 5,0%

Free State 4 1 2 1 8 1,9%

Gauteng 22 38 90 24 22 8 2 2 28 236 56,5%

KwaZulu Natal 8 20 7 3 1 2 41 9,8%

Rest of Provinces 7 4 2 3 16 3,8%

Western Cape 33 36 8 7 5 2 1 4 96 23,0%

Grand Total 22 98 159 42 35 16 5 3 38 418

5,3% 23,4% 38,3% 10,0% 8,4% 3,8% 1,2% 0,7% 9,1% 100%

Provinces 0 1-10 10-50 50-100 100-200 200-300 300-400 400-500 500+ Total Percentage

Eastern Cape 10 7 2 1 1 21 5,0%

Free State 3 3 1 1 8 1,9%

Gauteng 68 50 65 13 15 8 4 3 10 236 56,5%

KwaZulu Natal 15 14 8 2 1 1 41 9,8%

Rest of Provinces 8 2 2 1 3 16 3,8%

Western Cape 45 29 18 1 1 1 1 96 23,0%

Grand Total 149 105 96 18 18 10 5 3 14 418

35,6% 25,4% 23,0% 4,3% 4,3% 2,4% 1,2% 0,7% 3,3% 100%

WHITE COLLAR SURVEY RESULTSSECTION I

Table.1 & Table. 2 (below) show the breakdown of responses by province and by size, based on the number of employees entered as answers to questions 2.1 and 2.2 of the survey.

Table. 1 Number of respondent companies who have permanent staff

Rest of the Provinces: Mpumalanga, North West, Northern Cape, Limpopo

Table. 2 Number of respondent companies who have temporary staff

Travel, Media & Entertainment

Retail

Logistics & Distribution

IT & Telecomms

Industrial / Manufacturing

Healthcare & Pharmaceuticals

Government / Municipal

FMCG

Financial Services

Education & Business/Prof Services

Construction & Engineering

BPO Outsourcing

02 04 06 08 0 100

6

43

81

54

20

12

16

81

34

25

14

32


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The response data was analysed and verified by Analogue Marketing Information Services, who have supplied analytical services to the

research industry for the past 20 years. Commentary has been provided by the Quest analysis and editorial team.

In the results tables which follow in the latter part of this section, the salary data for the three most economically active provinces

(Gauteng, KwaZulu-Natal and the Western Cape) are shown in separate tables while data from the remaining six provinces (North

West, Eastern Cape, Northern Cape, Mpumalanga, Limpopo & Free State) are consolidated to achieve a more statistically valid result.

Industry Sectors 0 1-10 10-50 50-100 100-200 200-300 300-400 400-500 500+ Total Percentage

BPO Outsourcing 1 4 1 6 1,4%

Construction & Engineering 1 12 19 3 3 1 2 2 43 10,3%

Education/Business/Prof Services 1 25 38 7 3 2 1 3 80 19,3%

Financial Services 8 7 17 7 5 1 2 7 54 12,9%

FMCG 8 1 2 4 2 3 20 4,8%

Government / Municipal 1 4 1 2 4 12 2,9%

Healthcare & Pharmaceuticals 7 2 1 3 3 16 3,8%

Industrial / Manufacturing 2 19 28 10 9 4 1 8 81 19,3%

IT & Telecoms 7 17 3 4 1 2 34 8,1%

Logistics & Distribution 4 10 2 3 4 2 25 6,0%

Retail 5 3 2 1 1 2 14 3,3%

Travel, Media & Entertainment 2 9 15 3 1 1 2 33 7,6%

Grand Total 22 98 159 42 35 16 5 3 38 418

5,3% 23,4% 38,2% 10,0% 8,4% 3,8% 1,2% 0,7% 9,1% 100%


Table. 3 Number of respondents by industry sector and size of company (number of employees)


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1.2 PRIMARY WHITE COLLAR POSITIONS1.2.1 National

Table. 4 - National: Permanent Salaries

Permanent with 0 - 5 years experience Permanent with 5 or more years experience

Job Description n Median Min (10%) Max (90%) n Median Min (10%) Max (90%)

FINANCE

Accounts Clerk 75 11 000 5 000 19 000 87 13 000 7 000 23 000

Bookkeeper 102 16 000 7 000 27 000 132 19 000 13 000 32 500

Bookkeeper: Balance Sheet 47 15 000 7 000 27 000 62 20 000 11 000 32 500

Chartered Accountant 61 42 500 17 000 72 500 79 52 500 21 000 97 500

Credit Controller 63 13 000 7 000 27 000 98 17 000 11 000 32 500

Creditors Clerk 77 11 000 7 000 21 000 93 13 000 7 000 25 000

Debtors Clerk 73 11 000 5 000 17 000 101 13 000 7 000 21 000

Financial Manager 105 29 000 11 000 57 500 199 42 500 21 000 77 500

Payroll Administrator 73 13 000 7 000 25 000 105 17 000 9 000 29 000

HUMAN RESOURCES

HR Assistant 75 11 000 5 000 25 000 75 17 000 7 000 27 000

HR Manager 80 26 000 11 000 45 000 137 32 500 19 000 62 500

Trainer 52 17 000 5 000 29 000 55 21 000 9 000 42 500

Training Manager 46 26 000 7 000 52 500 65 32 500 13 000 57 500

MARKETING & SALES

Brand Manager 25 27 000 5 000 52 500 33 37 500 11 000 67 500

CSR/Enquiries Clerk 27 11 000 3 000 32 500 30 12 000 6 000 28 750

Key Accounts Manager 37 23 000 11 000 57 500 69 32 500 17 000 77 500

Marketing Manager 52 29 000 11 000 62 500 97 37 500 17 000 67 500

Marketing Support Staff 51 11 000 3 000 25 000 57 15 000 7 000 29 000

PR/Communications Mgr. 35 25 000 7 000 47 500 36 32 500 11 000 52 500

Sales Manager 55 27 000 9 000 57 500 115 42 500 19 000 72 500

Sales Representative 77 15 000 5 000 32 500 112 19 000 9 000 37 500

Telesales Representative 37 9 000 3 000 19 000 55 13 000 5 000 21 000

IT & SUPPORT

Data Capturer 46 9 000 5 000 19 000 56 9 000 5 000 21 000

Database Administrator 34 14 000 5 000 29 000 46 17 000 7 000 32 500

Infrastructure Manager 25 27 000 7 000 57 500 41 37 500 13 000 77 500

IT Manager 45 29 000 9 000 57 500 94 32 500 17 000 62 500

IT Support 59 13 000 5 000 25 000 69 17 000 11 000 29 000

Network Administrator 37 15 000 5 000 32 500 41 19 000 9 000 32 500

OTHER

Admin/Office Manager 74 13 000 5 000 32 500 107 19 000 9 000 42 500

Branch Manager 48 28 000 7 000 67 500 72 35 000 13 000 62 500

Business Analyst 38 23 000 9 000 52 500 44 32 500 15 000 57 500

Cleaner/Tea Lady 113 3 000 3 000 7 000 161 5 000 3 000 9 000

Clerical Assistant 67 7 000 3 000 15 000 69 11 000 5 000 17 000

Driver 88 7 000 3 000 11 000 120 7 000 5 000 13 000

Executive Secretary / PA 74 15 000 7 000 29 000 121 17 000 11 000 32 500

Procurement Manager 45 29 000 11 000 52 500 81 32 500 11 000 57 500

Receptionist 134 7 000 5 000 15 000 152 9 000 7 000 17 000

Typist 30 7 000 3 000 19 000 28 10 000 5 000 19 000



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Highlights:

• There is a significant variance in the median salaries of

Financial Managers and Chartered Accountants with less than

five years experience, with Chartered Accountants being paid

46% more than Financial Managers. Chartered Accountants

with more than five years experience are paid 23% more than

their counterparts who have less experience. Financial Managers

with more than five years experience are paid 46% more than

their less experienced counterparts.

• Salaries of Sales, Brand and Marketing Managers increase

at a much higher rate when they have more than five years

experience, compared with the salaries of their lower ranked

marketing colleagues - see Fig. 4 (below). Sales Managers are

particularly well paid after five years in the position, with an

increase of 57%. Brand Managers’ median salaries increased

by 38.8% and Marketing Managers by 29.3% after five years

experience. The salaries of temporary staff are included in the

chart for comparison purposes and are closely aligned with the

salaries of staff with less than five years experience (see Table. 5

for temporary salaries and further commentary).

• The median salary of the highest paid job function with less than

five years experience, that of a Chartered Accountant, is 14.2

times higher than the lowest paid salary, that of a Cleaner/Tea

Lady. This variance highlights the significant difference in salaries

between manual workers and highly trained management in

South Africa.

Fig. 4 MARKETING: Permanent vs Temporary median salaries (National)


0 20 000 40 000 60 000

CSR/Enqiuries Clerk

Marketing Support Staff

Telesales Representative

Sales Representative

Key Accounts Manager

Sales Manager

PR/Communications Manager

Brand Manager

Marketing Manager

Temporary or contract staff

Permanent with > 5 years experience

Permanent with < 5 years experience


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1.2 Primary White Collar PositionsTable 5 - National: Temporary Salaries & Commission

Temporary or contract staff via recruiter Average Monthly Commission - Perm & Temp


FINANCE

Accounts Clerk 21 15 000 7 000 25 000 8 7 000 3 000 15 000

Bookkeeper 30 18 000 4 000 28 000 12 5 000 3 000 29 000


Chartered Accountant 24 35 000 3 000 57 500


Creditors Clerk 25 11 000 7 000 27 000 9 5 000 3 000 29 000

Debtors Clerk 22 11 000 7 000 17 000 10 7 000 4 000 24 750

Financial Manager 29 32 500 3 000 47 500


HUMAN RESOURCES

HR Assistant 20 14 000 5 000 22 000

HR Manager 23 25 000 9 000 42 500

Trainer 22 17 000 5 000 32 500

Training Manager 18 26 000 5 000 42 500

MARKETING & SALES

Brand Manager 12 28 000 11 000 57 500



Marketing Manager 16 28 000 11 000 57 500

Marketing Support Staff 29 9 000 3 000 32 500

PR/Communications Mgr. 15 29 000 7 000 77 500

Sales Manager 16 29 000 7 000 67 500 32 16 000 5 000 57 500



IT & SUPPORT

Data Capturer 34 7 000 5 000 17 000 6 8 000 3 000 52 500


Infrastructure Manager 13 27 000 5 000 47 500

IT Manager 17 27 000 5 000 57 500

IT Support 29 17 000 5 000 27 000


OTHER


Branch Manager 11 27 000 7 000 42 500 14 7 000 3 000 13 000

Business Analyst 21 23 000 13 000 37 500

Cleaner/Tea Lady 36 5 000 3 000 7 000

Clerical Assistant 38 9 000 5 000 15 000

Driver 23 7 000 3 000 15 000 11 5 000 3 000 9 000

Executive Secretary / PA 25 15 000 7 000 27 000


Receptionist 41 7 000 5 000 15 000

Typist 16 7 000 5 000 19 000 6 7 000 3 000 13 000

WHITE COLLAR SURVEY RESULTS1.2 Primary White Collar Positions | SECTION I


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Highlights:

• Fig. 5 (below) compares the national median salaries of permanent staff with less than five years experience and temporary staff

against the salaries of staff with more than five years experience - expressed as percentages of the latter category and split by job

group. This allows us to compare the categories equally without being affected by the salary totals and the number of job types in

each job group.

Fig. 5 Salary comparison of permanent and temporary staff by job group (National)

• The chart shows that the salaries of temporary staff and permanent staff with less than five years experience are very closely aligned.

This confirms that temporary workers are generally paid the same as permanent staff with less than five years experience, despite the

fact that they may have more experience.

• There are a small number of job types for which temporary workers are paid more than permanent staff with less than five years

experience - i.e. Financial Managers are paid 12% more and Key Accounts Managers are paid 17% more. Temporary Admin/Office

Managers are paid much higher salaries, 150% more than their counterparts with less than five years experience and 71% more than

the more experienced permanent managers.


Finance

Human Resources

Marketing

IT & Telecoms

Administration

0% 20% 40% 60% 80% 100% 120%

Administration IT & Telecoms MarketingHuman

ResourcesFinance

Permanent with > 5 years experience

100% 100% 100% 100% 100%

Permanent with < 5 years experience

78% 81% 73,30% 77,70% 78%

Temporary or contract staff

91% 82% 77% 80% 81%


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• There are a number of gaps in the commission columns due to the low number of responses received for many job types, who are

unlikely to be commission earners. The most likely job types to receive commission, such as Sales Managers and Sales Representatives,

received the highest number of responses and are paid the highest commission. See Fig. 6 (below) for a comparison of salaries and

commission received in the Marketing job group.

• The very high commissions in the Maximum column of the Commission section need not be regarded as relevant as the “n”

numbers are very low.


Fig. 6 Marketing staff salary and commission comparison < 5 years experience

Sales ManagerKey Accounts

ManagersSales Representative

TelesalesRepresentative

CSR/Enquiries

Under 5 years R 27 000 R 23 000 R 15 000 R 9 000 R 11 000

Temporary R 29 000 R 27 000 R 15 000 R 15 000 R 7 000

Commission R 16 000 R 9 000 R 9 000 R 5 000 R 7 000

R 0

R 5 000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

Med

ian

Sal

arie

s


| 17

TM



FINANCE

Accounts Clerk 39 11 000 5 000 21 000 50 13 000 7 000 27 000

Bookkeeper 63 17 000 11 000 29 000 82 22 000 15 000 32 500




Creditors Clerk 45 13 000 7 000 21 000 50 15 000 9 000 26 000

Debtors Clerk 46 11 000 5 000 21 000 53 15 000 7 000 23 000



HUMAN RESOURCES

HR Assistant 40 11 000 7 000 25 000 46 17 000 9 000 27 000

HR Manager 48 32 500 13 000 47 500 82 37 500 19 000 67 500

Trainer 33 17 000 11 000 29 000 40 21 000 9 000 42 500


MARKETING & SALES

Brand Manager 16 25 000 7 000 92 500 24 32 500 11 000 67 500






Sales Manager 36 29 750 13 000 57 500 75 42 500 19 000 77 500



IT & SUPPORT

Data Capturer 27 9 000 5 000 19 000 37 11 000 5 000 23 000



IT Manager 23 32 500 11 000 57 500 57 37 500 17 000 77 500

IT Support 33 15 000 7 000 27 000 42 19 000 13 000 29 000


OTHER


Branch Manager 29 27 000 9 000 87 500 44 35 000 13 000 67 500


Cleaner/Tea Lady 60 3 000 3 000 7 000 94 5 000 3 000 9 000


Driver 51 7 000 3 000 11 000 77 7 000 5 000 15 000



Receptionist 74 9 000 5 000 15 000 87 9 000 7 000 17 000

Typist 17 9 000 5 000 19 000 17 11 000 7 000 19 000

1.2.2 GautengTable 6 - Gauteng: Permanent Salaries



| 18

TM

Highlights:

• The salaries of employees with less than five years experience

in Gauteng are 7.3% higher than the national median level and

the salaries of employees with more than five years experience are

6.4% higher than the national median level. These are significant

differences and illustrates the aggressive stance of Gauteng

businesses and national head offices in the province who are

willing to pay higher salaries to attract the best possible talent.

• After each provincial permanent salary table we have included

a chart to illustrate the different salary levels of a particular senior

management position across the provinces. Here we highlight the

salaries of Financial Managers:

• The salaries of Financial Managers in each province follow

common national patterns across experience levels. It is, however,

notable that the salaries of permanent managers with above and

below five years experience are at the same level in KwaZulu-

Natal. This indicates that you appear to hit a glass ceiling at five

years in the position of a Financial Manager in that province.

Fig. 7 Provincial salary differences: Financial Manager - Median Salaries


R 0

R 5 000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

Med

ian

Sal

arie

s

National Gauteng W Cape KZN Other

Perm < 5 years R 29 000 R 32 500 R 27 000 R 37 500 R 17 000

Perm > 5 years R 42 500 R 47 500 R 42 500 R 37 500 R 37 000

Temporary R 32 500 R 32 500

R 40 000

R 45 000

R 50 000


| 19

TM



FINANCE

Accounts Clerk 14 17 000 11 000 29 000 5 9 000 3 000 15 000

Bookkeeper 20 19 000 7 000 30 750 6 5 000 3 000 29 000

Bookkeeper: Balance Sheet 17 19 000 7 000 27 000



Creditors Clerk 19 15 000 7 000 32 500 6 5 000 3 000 29 000

Debtors Clerk 16 12 000 7 000 25 000 8 7 000 3 000 32 500



HUMAN RESOURCES

HR Assistant 11 15 000 9 000 21 000

HR Manager 17 25 000 9 000 42 500

Trainer 14 17 000 9 000 29 000


MARKETING & SALES

Brand Manager 8 27 000 11 000 92 500






Sales Manager 8 27 000 7 000 97 500 24 13 000 5 000 57 500



IT & SUPPORT

Data Capturer 30 7 000 5 000 17 000 4



IT Manager 10 28 000 6 000 67 500

IT Support 22 18 000 7 000 25 000


OTHER


Branch Manager 8 23 000 7 000 97 500 9 9 000 3 000 15 000


Cleaner/Tea Lady 26 4 000 3 000 7 000


Driver 16 6 000 3 000 17 000 9 5 000 3 000 9 000



Receptionist 34 7 000 5 000 17 000

Typist 11 9 000 5 000 19 000

Primary White Collar Positions

Table. 7 Gauteng: Temporary Salaries & Commission



| 20

TM

Highlights:

• Executive Secretary/PA salaries in Gauteng are higher than the national median, by 13% for PA’s with less than five years experience and by 23.5% for their counterparts

with more than five years experience. Temporary PA’s earn far less in Gauteng, 15% less than permanent PA’s with less than five years experience in that province.

1.2.3 Western Cape

Table. 8 - Western Cape: Permanent Salaries



FINANCE

Accounts Clerk 18 11 000 5 000 21 000 18 13 000 5 000 23 000

Bookkeeper 18 12 000 9 000 25 000 29 17 000 13 000 29 000




Creditors Clerk 14 11 000 7 000 17 000 20 11 000 7 000 25 000

Debtors Clerk 13 11 000 7 000 17 000 27 13 000 7 000 27 000



HUMAN RESOURCES

HR Assistant 14 13 000 5 000 29 000 14 15 000 9 000 21 000

HR Manager 11 21 000 11 000 37 500 26 28 000 13 000 57 500

Trainer 9 19 000 3 000 47 500 6 19 000 9 000 42 500


MARKETING & SALES

Brand Manager 2 4

CSR/Enquiries Clerk 4 3





Sales Manager 8 26 000 9 000 47 500 18 42 500 21 000 57 500



IT & SUPPORT

Data Capturer 8 8 000 5 000 17 000 7 7 000 5 000 11 000


Infrastructure Manager 2 7 42 500 13 000 92 500

IT Manager 11 25 000 13 000 52 500 22 32 500 25 000 57 500

IT Support 14 10 000 5 000 15 000 18 17 000 11 000 25 000

Network Administrator 8 15 000 7 000 47 500 4

OTHER


Branch Manager 8 26 750 5 000 87 500 15 32 500 15 000 57 500


Cleaner/Tea Lady 22 3 000 3 000 5 000 40 5 000 3 000 7 000


Driver 15 7 000 3 000 11 000 20 7 000 5 000 13 000



Receptionist 34 7 000 5 000 17 000

Typist 11 9 000 5 000 19 000



| 21

TM

Highlights:

• The salaries of employees with less than five years experience in Western Cape are 5% lower than the national median level and the

salaries of employees with more than five years experience are 3.4% lower than the national median level.

• After each provincial permanent salary table we have included a chart which shows the different salary levels of a particular senior

management position across the provinces. Here we highlight the salaries of HR Managers:

• HR Managers in the Other Provinces, with more than five years experience, are paid significantly higher salaries than the national

median, by a margin of 30.8%.

Fig. 8 Provincial salary differences: Human Resources Manager - Median Salaries


R 0

R 5 000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

Med

ian

Sal

arie

s


Perm < 5 years R 26 000 R 32 500 R 21 000 R 17 000 R 30 250

Perm > 5 years R 32 500 R 37 500 R 28 000 R 27 000 R 42 500


R 40 000

R 45 000


| 22

TM



FINANCE

Accounts Clerk 14 17 000 11 000 29 000 5 9 000 3 000 15 000

Bookkeeper 20 19 000 7 000 30 750 6 5 000 3 000 29 000

Bookkeeper: Balance Sheet 17 19 000 7 000 27 000



Creditors Clerk 19 15 000 7 000 32 500 6 5 000 3 000 29 000

Debtors Clerk 16 12 000 7 000 25 000 8 7 000 3 000 32 500



HUMAN RESOURCES

HR Assistant 11 15 000 9 000 21 000

HR Manager 17 25 000 9 000 42 500

Trainer 14 17 000 9 000 29 000


MARKETING & SALES

Brand Manager 8 27 000 11 000 92 500






Sales Manager 8 27 000 7 000 97 500 24 13 000 5 000 57 500



IT & SUPPORT

Data Capturer 30 7 000 5 000 17 000 4



IT Manager 10 28 000 6 000 67 500

IT Support 22 18 000 7 000 25 000


OTHER


Branch Manager 8 23 000 7 000 97 500 9 9 000 3 000 15 000


Cleaner/Tea Lady 26 4 000 3 000 7 000


Driver 16 6 000 3 000 17 000 9 5 000 3 000 9 000



Receptionist 34 7 000 5 000 17 000

Typist 11 9 000 5 000 19 000

1.2.4 KwaZulu-Natal

Table. 9 – KwaZulu-Natal: Permanent Salaries



| 23

TM

Highlights:

• The salaries of employees with less than five years experience in KwaZulu-Natal are 15.6% lower than the national median level while

the salaries of employees with more than five years experience are 21% lower than the national median level.


management position across the provinces. Here we highlight the salaries of Marketing Managers:

• Marketing Managers with five or more years experience are paid substantially more in Gauteng and the Other Provinces, above the

national median by 13.3% and 20% respectively.

Fig. 9 Provincial salary differences: Marketing Manager - Median Salaries


R 0

R 5 0000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

Med

ian

Sal

arie

s


Perm < 5 years R 29 000 R 29 000 R 26 750 R 29 000 R 31 250

Perm > 5 years R 37 500 R 42 500 R 37 500 R 28 750 R 45 000


R 40 000

R 45 000

R 50 000


| 24

TM



FINANCE

Accounts Clerk 8 7 000 3 000 17 000 6 10 000 3 000 21 000

Bookkeeper 10 8 000 3 000 25 000 8 18 000 11 000 32 500

Bookkeeper: Balance Sheet 5 11 000 3 000 25 000 4


Credit Controller 4 7 13 000 7 000 37 500

Creditors Clerk 7 9 000 3 000 17 000 8 11 000 7 000 21 000

Debtors Clerk 5 9 000 3 000 17 000 8 11 000 5 000 21 000



HUMAN RESOURCES

HR Assistant 14 10 000 5 000 23 000 9 11 000 7 000 32 500

HR Manager 10 30 250 4 000 50 000 11 42 500 21 000 52 500

Trainer 8 8 000 3 000 37 500 5 32 500 7 000 37 500


MARKETING & SALES

Brand Manager 5 42 500 3 000 52 500 3


Key Accounts Manager 3 2


Marketing Support Staff 8 5 000 3 000 37 500 3

PR/Communications Mgr. 6 33 250 3 000 47 500 4

Sales Manager 8 14 000 3 000 47 500 10 35 000 17 000 77 500

Sales Representative 4 5 25 000 9 000 42 500

Telesales Representative 2 3

IT & SUPPORT

Data Capturer 7 9 000 3 000 27 000 6 12 000 3 000 37 500


Infrastructure Manager 4 3

IT Manager 6 35 750 3 000 52 500 9 32 500 15 000 62 500

IT Support 6 13 000 3 000 42 500 5 23 000 7 000 52 500

Network Administrator 4 3

OTHER


Branch Manager 6 25 750 3 000 52 500 6 45 000 17 000 67 500

Business Analyst 4 5 25 000 15 000 57 500

Cleaner/Tea Lady 17 3 000 3 000 5 000 11 3 000 3 000 7 000


Driver 12 5 000 3 000 9 000 9 7 000 5 000 19 000



Receptionist 13 5 000 3 000 15 000 12 10 000 3 000 17 000

Typist 5 3 000 3 000 23 000 3

1.2.5 Other Provinces

Table. 10 – Other Provinces: Permanent Salaries



| 25

TM

Highlights:

• The salaries of employees with less than five years experience in the Other Provinces are 13.9% lower than the national median level

and the salaries of employees with more than five years experience are 4.9% higher than the national median level.


management position across the provinces. Here we highlight the salaries of Admin/Office Managers:

• As noted in the commentary on the national permanent Salary tables, temporary Admin Managers in the Gauteng are paid far higher

salaries than their counterparts nationally.

Fig. 10 Provincial salary differences: Admin Manager - Median Salaries

1.2.6 Analysis of Median Salary by Province

• It is interesting to note that the salaries of employees with less than five years experience in Gauteng are 7.3% higher than the

national median level. This is in contrast to salaries in KwaZulu-Natal which are 15.6% lower than the national median, Western Cape

salaries which are 5% lower and the salaries of the Other Provinces which are 13.9% lower. These are quite sizable variances. Fig. 11a

(below) provides a visual illustration of these variances.

Fig. 11a - Provincial salary differentials: <5 years experience

National Median Salaries

7.3% Gauteng

5% Western Cape

15.6 % KwaZulu Natal 13.9 % *Other Provinces

* Other Provinces: Mpumalanga, North West, Northern Cape, Free State, Eastern Cape, Limpopo


R 0

R 5 0000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

Med

ian

Sal

arie

s


Perm < 5 years R 13 000 R 13 000 R 18 000 R 9 000 R 9 000

Perm > 5 years R 19 000 R 21 000 R 17 000 R 14 000 R 18 000



| 26

TM

• Salaries of employees with more than five years experience in Gauteng are also 6.4% higher than the national median level, while

salaries in KwaZulu-Natal are 21% lower than the national median, Western Cape salaries 3.4% lower and the salaries of Other

Provinces 4.9% higher. KwaZulu-Natal is, again, the lowest paying province by a wide margin while the salaries of more experienced

staff in the other eight provinces are relatively competitive.

Fig. 11b Provincial salary differentials: >5 years experience

* Other Provinces: Mpumalanga, North West, Northern Cape, Free State, Eastern Cape, Limpopo

Fig. 12a & Fig. 12b (below) illustrate the total salaries of permanent employees in each province as reflected in the national tables

which are included in the results section of the report. Totalling the median salaries allows for an easy comparison of salary levels in

each province.

To put these findings into perspective, we refer to Fig. 13 (below) which was published by Statistics South Africa in 2013 and shows the

growth of Gauteng’s contribution to the national economy over the period: 1997 to 2012. Gauteng contributes approximately 35%

to the economic output of South Africa. The concentration of businesses head offices in Gauteng and the number of staff required

to run them also makes the province the most dominant in the white collar environment by far. This was further emphasised in the

survey responses received from Gauteng which made up more than half (56.5%) of the total responses received in the general survey.

It also reveals a corresponding decline of contributions by other provinces, particularly the Free State and KwaZulu-Natal. The remaining

provinces showed no growth at all, except for Limpopo. These shifts in the contribution of provinces to the economy have probably

continued at the same rate in 2013/14, which accounts for the difference in salaries between the provinces whose economies are

growing and those who are in decline or showing stagnant growth.


National Median

6.4% Gauteng

3.4% Western Cape

21 % KwaZulu-Natal

4.9 % *Other Provinces

Fig. 12a Totals of median salaries of permanent employees with less than 5 years experience in 38 primary job functions

Fig. 12b Totals of median salaries of permanent employees with more than 5 years experience in 38 primary job functions

National Gauteng KZN W/Cape Other Prov

R 0

R 200 000

R 400 000

R 600 000

R 800 000R 664 500 R 713 250

R 561 000R 631 500

R 572 750

National Gauteng KZN W/Cape Other Prov

R 0

R 200 000

R 400 000

R 600 000

R 800 000R 861 500 R 917 000

R 685 250

R 832 000R 903 750R 1 000 000


| 27

TMWHITE COLLAR SURVEY RESULTSSECTION I

Fig. 13 Provincial Contributions to the South African Economy 1997, 2007, 2012

0

5

10

15

20

25

30

35

40

Western Cape Eastern Cape Northen Cape Free State KZN North West Gauteng Mpumalanga Limpopo

1997 14,4 8,2 2,1 5,9 16,7 6,2 33,7 6,9 5,8

2007 14,5 7,5 2,3 5,4 16,1 6,5 34 6,9 6,8

2012 14 7,5 2,2 5,2 15,8 6,4 34,7 7,1 7,1

Source: Regional Economic Growth by Gerhard BouwerStatistics South Africa (www.statssa.gov.za/articles)


| 28

TM



FINANCE

Accounts Clerk 5 13 000 3 000 25 000 8 12 000 7 000 15 000

Bookkeeper 7 13 000 3 000 57 500 11 23 000 9 000 37 500

Bookkeeper: Balance Sheet 4 4

Chartered Accountant 4 4


Creditors Clerk 5 13 000 3 000 57 500 10 13 000 7 000 21 000

Debtors Clerk 4 7 15 000 5 000 21 000



HUMAN RESOURCES

HR Assistant 5 7 000 3 000 25 000 8 15 000 3 000 27 000

HR Manager 6 14 000 3 000 32 500 13 32 500 11 000 77 500

Trainer 4 4

Training Manager 1 6 37 500 5 000 57 500

MARKETING & SALES

Brand Manager 1 2




Marketing Support Staff 2 3

PR/Communications Mgr. 2 2

Sales Manager 5 11 000 3 000 67 500 7 52 500 5 000 97 500

Sales Representative 7 11 000 3 000 32 500 4


IT & SUPPORT

Data Capturer 5 9 000 3 000 19 000 5 9 000 5 000 29 000

Database Administrator 3 2


IT Manager 2 9 47 500 5 000 97 500

IT Support 3 7 15 000 5 000 57 500


OTHER


Branch Manager 4 5 32 500 5 000 52 500

Business Analyst 2 1

Cleaner/Tea Lady 13 3 000 3 000 7 000 15 5 000 3 000 9 000


Driver 9 5 000 3 000 11 000 13 9 000 5 000 15 000


Procurement Manager 4 7 52 500 5 000 67 500

Receptionist 13 9 000 3 000 15 000 17 9 000 5 000 17 000

Typist 3 4

The following section (1.2.7 to 1.2.13) presents and analyses the minimum, maximum and median salaries main positions per

experience level (</> 5 years) and by perm vs. temp in key industry sectors.

1.2.7 Construction & Engineering: Permanent Salaries (general)

Table. 11 - Construction & Engineering: Permanent Salaries



| 29

TM

Highlights:

• In this industry, the salaries of IT and Infrastructure Managers with five or more years experience are significantly higher than the

national median, by 46.8% and 26.7% respectively

• After each industry sector permanent salary table we have included a chart which shows the different salary levels of a particular

senior management position across the sectors. Here we highlight the salaries of HR Managers:

Fig. 14 Industry Sector differences: Human Resources Manager

Highlights: Human Resources Managers

Permanent staff with <5 years experience

• Managers in the Construction & Engineering sector are paid 41% less than the national median, followed by those in Business,

Education & Professional services at 20% less than the national median of R23, 893.

Permanent staff with >5 years experience

• The Logistics & Distribution sector is the highest, paying 17% more than the national median of R34, 124, followed by the Travel,

Media & Entertainment sector at 10% more.


Cons & EngEduc/Business & Prof Services

FinancialServices

Industrial &Manufacturing

InformationTechnology


Travel Media & Entertainment

Perm < 5 years R 14 000 R 19 000 R 22 000 R 29 000 R 27 750 R 32 500 R 23 000

Perm > 5 years R 35 000 R 27 000 R 32 000 R 35 000 R 35 000 R 40 000 R 37 500


R -

R 5 000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

R 40 000

R 45 000


| 30

TM



FINANCE

Accounts Clerk 6 8 000 5 000 13 000 8 10 000 9 000 13 000

Bookkeeper 14 15 000 9 000 25 000 19 19 000 11 000 23 000




Creditors Clerk 5 11 000 7 000 13 000 5 11 000 9 000 11 000

Debtors Clerk 7 9 000 3 000 11 000 11 11 000 7 000 13 000



HUMAN RESOURCES

HR Assistant 13 9 000 5 000 19 000 7 15 000 5 000 25 000

HR Manager 9 19 000 7 000 47 500 20 27 000 18 000 50 000

Trainer 8 17 000 5 000 57 500 11 15 000 9 000 47 500


MARKETING & SALES

Brand Manager 1 2


Key Accounts Manager 3 7 42 500 29 000 97 500




Sales Manager 4 12 30 750 19 000 52 500


Telesales Representative 4 6 7 000 5 000 17 000

IT & SUPPORT

Data Capturer 4 8 7 000 5 000 32 500

Database Administrator 3 10 13 000 7 000 24 000


IT Manager 2 9 32 500 15 000 57 500

IT Support 5 5 000 5 000 9 000 6 14 000 7 000 19 000


OTHER


Branch Manager 6 20 000 7 000 52 500 10 35 000 15 000 37 500


Cleaner/Tea Lady 20 3 000 3 000 4 000 26 3 000 3 000 5 000


Driver 6 5 000 3 000 5 000 11 5 000 5 000 7 000


Procurement Manager 2 4

Receptionist 25 5 000 3 000 11 000 24 9 000 5 000 13 000

Typist 5 5 000 3 000 17 000 4

1.2.8 Education & Business/Professional Services (general)

Table. 12 - Education & Business/Professional Services: Permanent Salaries



| 31

TM

Highlights:

• In this sector, the salaries of Key Accounts Managers with five or more years experience are higher than the national median by

30.8%. This highlights the important role of sales and client management in the competitive world of business and professional

services.


senior management position across the sectors. Here we highlight the salaries of Marketing Managers:

Fig. 15 Industry Sector differences: Marketing Manager

Highlights: Marketing Manager


• The Industrial & Manufacturing sector salaries are the highest, paying 42% higher than the national median of R22, 917, followed

by the Travel, Media & Entertainment at 27% more.

• The Construction & Engineering sector pays the lowest, with salaries 43% lower than the national median.


• The Financial Services and Industrial & Manufacturing sector salaries are the highest, paying 12% and 24% higher than the national

median of R42, 500 respectively.



FinancialServices





Perm < 5 years R 13 000 R 21 000 R 23 000 R 32 500 R 19 000 R 29 000


Temporary R 42 500

R -

R 10 000

R 20 000

R 30 000

R 40 000

R 50 000

R 60 000


| 32

TM



FINANCE

Accounts Clerk 15 11 000 5 000 21 000 12 14 000 7 000 25 000

Bookkeeper 18 12 000 7 000 23 000 20 16 000 10 000 30 750




Creditors Clerk 11 9 000 7 000 21 000 12 11 000 9 000 25 000

Debtors Clerk 9 9 000 5 000 21 000 14 11 000 7 000 19 000



HUMAN RESOURCES

HR Assistant 11 11 000 9 000 19 000 15 15 000 9 000 21 000

HR Manager 12 22 000 13 000 37 500 17 32 500 15 000 47 500

Trainer 7 13 000 7 000 17 000 8 15 000 7 000 21 000


MARKETING & SALES

Brand Manager 6 22 000 7 000 52 500 7 32 500 11 000 67 500






Sales Manager 7 17 000 9 000 37 500 13 37 500 19 000 57 500



IT & SUPPORT

Data Capturer 7 9 000 7 000 13 000 11 13 000 5 000 17 000



IT Manager 9 19 000 9 000 37 500 16 35 000 13 000 62 500

IT Support 12 11 000 7 000 19 000 14 18 000 11 000 25 000


OTHER


Branch Manager 8 18 000 9 000 37 500 12 35 000 11 000 52 500


Cleaner/Tea Lady 17 3 000 3 000 7 000 22 5 000 3 000 7 000


Driver 11 7 000 5 000 9 000 12 7 000 5 000 15 000



Receptionist 18 8 000 5 000 11 000 19 11 000 7 000 17 000

Typist 6 9 000 3 000 13 000 6 11 000 7 000 15 000

1.2.9 Financial Services (general)

Table. 13 - Financial Services: Permanent Salaries



| 33

TM

Fig. 16 (below) compares the salaries of permanent finance department staff with less than five years experience nationally versus the

same jobs within the Financial Services sector.

Fig. 16 Comparison of median salaries national and financial services staff with less than 5 years experience

Highlight:

• The Financial Services sector salaries are consistently lower than the national median, except for Financial Managers.


PayrollAdministrator

Financial Manager

Debtors ClerkCreditors

ClerkCredit

ControllerChartered

AccountantBookeeper:

Balance SheetBookeeper

Accounts Clerk

National R 13 000 R 29 000 R 11 000 R 11 000 R 13 000 R 42 500 R 15 000 R 16 000 R 11 000

Financial Services R 12 000 R 42 500 R 9 000 R 9 000 R 9 000 R 32 500 R 11 500 R 12 000 R 11 000

Account Clerk

Bookeeper

Bookeeper: Balance Sheet

Chartered Accountant

Credit Controller

Credit Clerk

Debtors Clerk

Financial Manager

Payroll Administrator

R - R 5 000 R 10 000 R 15 000 R 20 000 R 25 000 R 30 000 R 35 000 R 40 000 R 45 000


| 34

TM

Temporary or contract staff via recruiter Average Monthly Commission – Perm & Temp


FINANCE

Accounts Clerk 5 19 000 9 000 32 500 2

Bookkeeper 6 15 000 7 000 27 000 1


Chartered Accountant 6 29 250 15 000 42 500 2


Creditors Clerk 5 11 000 9 000 23 000 2

Debtors Clerk 5 9 000 7 000 17 000 2

Financial Manager 5 32 500 7 000 37 500 2

Payroll Administrator 4 2

HUMAN RESOURCES

HR Assistant 5 13 000 9 000 17 000 2

HR Manager 5 25 000 11 000 42 500 2

Trainer 4 2

Training Manager 4 2

MARKETING & SALES

Brand Manager 4 2

CSR/Enquiries Clerk 13 7 000 5 000 13 000 2


Marketing Manager 4 3



Sales Manager 4 4



IT & SUPPORT

Data Capturer 11 7 000 5 000 11 000 2



IT Manager 3 2

IT Support 4 2


OTHER

Admin/Office Manager 5 15 000 9 000 21 000 3

Branch Manager 4 2


Cleaner/Tea Lady 9 3 000 3 000 15 000 0

Clerical Assistant 13 7 000 7 000 9 000 2

Driver 5 5 000 3 000 17 000 2

Executive Secretary / PA 7 13 000 7 000 21 000 2


Receptionist 14 7 000 5 000 11 000 2

Typist 4 2


Table. 14 - Financial Services: Temporary Salaries & Commissions



| 35

TM

Highlights:

• The five temporary job functions used most frequently by

the Financial Services sector are: CSR/Enquiries Clerks, Sales

Representatives, Data Capturers, Clerical Assistants and

Receptionists. These temporary staff are all paid competitive

salaries closely matching the national median.

Temporary or contract staff via recruiter Average Monthly Commission – Perm & Temp


FINANCE

Accounts Clerk 5 19 000 9 000 32 500 2

Bookkeeper 6 15 000 7 000 27 000 1




Creditors Clerk 5 11 000 9 000 23 000 2

Debtors Clerk 5 9 000 7 000 17 000 2


Payroll Administrator 4 2

HUMAN RESOURCES

HR Assistant 5 13 000 9 000 17 000 2

HR Manager 5 25 000 11 000 42 500 2

Trainer 4 2


MARKETING & SALES

Brand Manager 4 2



Marketing Manager 4 3



Sales Manager 4 4



IT & SUPPORT

Data Capturer 11 7 000 5 000 11 000 2



IT Manager 3 2

IT Support 4 2


OTHER


Branch Manager 4 2


Cleaner/Tea Lady 9 3 000 3 000 15 000 0


Driver 5 5 000 3 000 17 000 2



Receptionist 14 7 000 5 000 11 000 2

Typist 4 2


Table. 14 - Financial Services: Temporary Salaries & Commissions



| 36

TM



FINANCE

Accounts Clerk 15 13 000 7 000 17 000 26 12 000 7 000 21 000

Bookkeeper 21 17 000 9 000 29 000 36 23 000 15 000 32 500




Creditors Clerk 22 11 000 9 000 17 000 27 15 000 9 000 27 000

Debtors Clerk 19 11 000 7 000 21 000 32 15 000 11 000 21 000



HUMAN RESOURCES

HR Assistant 18 12 000 5 000 27 000 21 19 000 9 000 29 000

HR Manager 18 29 000 17 000 92 500 34 35 000 17 000 57 500

Trainer 10 20 000 11 000 33 250 11 23 000 17 000 32 500


MARKETING & SALES

Brand Manager 5 42 500 5 000 92 500 8 52 500 32 500 92 500






Sales Manager 13 32 500 9 000 47 500 33 42 500 27 000 77 500



IT & SUPPORT

Data Capturer 8 11 000 3 000 27 000 11 11 000 7 000 23 000



IT Manager 9 32 500 15 000 97 500 18 52 500 17 000 97 500

IT Support 13 19 000 9 000 37 500 13 21 000 17 000 37 500


OTHER


Branch Manager 10 40 000 14 000 92 500 18 40 000 27 000 92 500


Cleaner/Tea Lady 21 5 000 3 000 5 000 33 5 000 3 000 7 000


Driver 25 7 000 3 000 11 000 35 9 000 5 000 11 000



Receptionist 20 9 000 5 000 19 000 42 10 000 7 000 17 000

Typist 4 5 13 000 5 000 27 000

1.2.10 Industrial/Manufacturing (general)

Table. 15 - Industrial/Manufacturing: Permanent Salaries



| 37

TM

Highlights:

• If a comparison is made between the salaries of staff with less than five years experience - (shown in the table above) - and the

national salaries of the equivalent job functions (simply totalling them is the truest comparison), you will find that the Industrial/

Manufacturing sector pays 28.3% more than the national median. The sector pays 12.2% more for staff with more than five years

experience.


senior management position across the sectors. Here we highlight the salaries of IT Managers:

Fig. 17 Industry Sector differences: IT Manager - Median Salaries

Highlights: IT Manager

Permanent staff with < 5 years experience

• The Industrial & Manufacturing sector salaries are the highest, more than 36% higher than the national median salary of R23, 875.

Salaries in the other industrial sectors all fall below the national median salary.


• The Logistics & Distribution and the Industrial & Manufacturing sectors are the highest paying, with their salaries both 22% higher

than the national median salary of R42, 917. The Construction & Engineering sector also pays above the national median by 10%.


R 10 000

R 30 000

R 40 000

R 50 000


FinancialServices





Perm < 5 years R 19 000 R 32 500 R 23 000 R 21 000

Perm > 5 years R 47 500 R 32 500 R 37 500 R 52 500 R 35 500 R 52 500

Temporary

R -

R 20 000

R 60 000


| 38

TM



FINANCE

Accounts Clerk 6 16 000 7 000 29 000 1

Bookkeeper 5 25 000 3 000 32 500 3


Chartered Accountant 4 0

Credit Controller 4 3

Creditors Clerk 6 17 000 5 000 37 500 3

Debtors Clerk 7 13 000 7 000 25 000 5 7 000 3 000 15 000


Payroll Administrator 7 13 000 7 000 32 500 2

HUMAN RESOURCES

HR Assistant 6 20 000 5 000 32 500 2

HR Manager 6 33 250 3 000 97 500 4

Trainer 5 25 000 19 000 37 500 1


MARKETING & SALES

Brand Manager 2 1



Marketing Manager 5 42 500 13 000 92 500 3



Sales Manager 2 6 17 000 5 000 57 500



IT & SUPPORT

Data Capturer 6 11 000 9 000 13 000 1



IT Manager 4 3

IT Support 8 20 000 9 000 37 500 2


OTHER


Branch Manager 2 3


Cleaner/Tea Lady 9 5 000 3 000 7 000 0


Driver 7 7 000 3 000 9 000 4



Receptionist 9 9 000 5 000 17 000 3

Typist 3 1


Table. 16 - Industrial/Manufacturing: Temporary Salaries & Commission

Highlights:

• The Industrial/Manufacturing sector pays substantially higher salaries for every temporary job function represented in this table.

This is when compared to the national median salaries for temporary staff. i.e. Bookkeepers are paid 38.8% more and Admin/Office

Managers 30.8% more than the national median.



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FINANCE

Accounts Clerk 6 10 000 5 000 15 000 4

Bookkeeper 10 15 000 10 000 77 500 7 17 000 9 000 97 500



Credit Controller 3 4

Creditors Clerk 4 3

Debtors Clerk 3 3



HUMAN RESOURCES

HR Assistant 6 11 000 7 000 32 500 6 17 000 9 000 17 000

HR Manager 6 27 750 9 000 37 500 10 35 000 16 000 65 000

Trainer 3 3


MARKETING & SALES

Brand Manager 1 1






Sales Manager 5 27 000 9 000 92 500 13 37 500 11 000 72 500



IT & SUPPORT

Data Capturer 4 3



IT Manager 6 23 000 9 000 32 500 14 35 000 19 000 77 500

IT Support 8 10 000 5 000 17 000 6 14 000 7 000 25 000


OTHER


Branch Manager 3 6 42 500 13 000 77 500


Cleaner/Tea Lady 11 5 000 3 000 5 000 13 5 000 3 000 9 000


Driver 7 5 000 3 000 9 000 7 7 000 3 000 72 500



Receptionist 12 7 000 5 000 19 000 8 11 000 3 000 19 000

Typist 0 0

1.2.11 Information Technology & Telecommunications (general)

Table. 17 - Information Technology & Telecommunications: Permanent Salaries



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Highlights:

• This sector pays significantly higher salaries than the national median for all the key managers with more than five years experience

in each job group. i.e. Chartered Accountants receive 38% higher salaries and Key Accounts Managers receive 61% higher salaries

than the national median salary.


senior management position across the sectors. Here we highlight the salaries of Admin Managers:

Fig. 18 Industry Sector differences: Admin Manager - Median Salaries

Highlights: Admin Manager


• The Industrial & Manufacturing sector is the highest paying, with salaries 86% higher than the national median salary of R12, 667.

This suggests that Admin Managers are rated at a much higher management level in this industry. The rest of the industrial sectors fall

either in-line or slightly below the national median salary level.


The Industrial & Manufacturing sector is the highest paying, 46% higher than the national median salary of R20, 292. The Logistics &

Distribution sector also pays above the national median by 13%.



FinancialServices





Perm < 5 years R 8 000 R 12 000 R 13 000 R 23 000 R 10 000 R 10 000



R -

R 5 000

R 10 000

R 15 000

R 20 000

R 25 000

R 30 000

R 35 000

R 40 000

R 45 000


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FINANCE

Accounts Clerk 8 9 000 3 000 13 000 4

Bookkeeper 10 17 000 3 000 23 000 12 20 000 15 000 25 000




Creditors Clerk 8 11 000 3 000 17 000 11 13 000 9 000 17 000

Debtors Clerk 10 12 000 4 000 14 000 7 13 000 5 000 17 000



HUMAN RESOURCES

HR Assistant 5 13 000 3 000 21 000 4

HR Manager 11 32 500 5 000 37 500 10 40 000 19 000 60 000

Trainer 5 11 000 3 000 17 000 7 19 000 7 000 32 500


MARKETING & SALES

Brand Manager 3 3




Marketing Support Staff 4 4


Sales Manager 8 26 750 3 000 47 500 8 45 000 21 000 97 500



IT & SUPPORT

Data Capturer 4 6 10 000 5 000 13 000



IT Manager 5 21 000 3 000 52 500 10 27 000 13 000 67 500

IT Support 5 15 000 3 000 19 000 5


OTHER


Branch Manager 6 30 750 3 000 52 500 11 37 500 19 000 62 500


Cleaner/Tea Lady 7 3 000 3 000 9 000 14 5 000 3 000 9 000


Driver 10 7 000 3 000 13 000 14 7 000 5 000 13 000



Receptionist 8 6 000 3 000 21 000 12 7 000 5 000 11 000

Typist 3 2

1.2.12 Logistics & Distribution (general)

Table. 18 - Logistics & Distribution: Permanent Salaries



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Highlights:

• The salaries in this sector correspond very closely with national salary levels, except for that of Sales Representatives and PA’s with five

and more years experience whose salaries are 31.5% and 29.4% higher respectively.


senior management position across the sectors. Here we highlight the salaries of Financial Managers:

Fig.19 Industry Sector differences: Sales Manager - Median Salaries

Highlights: Sales Manager


• The highest paying sectors are the Industrial & Manufacturing and Information Technology sectors, paying 42% and 18% more than

the national median salary of R22 850 respectively.

• The Construction & Engineering and Financial Services sectors pay the lowest salaries, 52% and 26% lower than the national median

salary respectively.

Permanent staff >5 years experience

• Sales managers in the Construction & Engineering sectors are the highest paid, 28% higher than the national median salary of

R40, 958. Their salaries amount to five times more that of their counterparts with less than five years experience. This indicates that

the title may be used for the sales representative function in some cases, which results in such a large variance.



FinancialServices





Perm < 5 years R 11 000 R 17 000 R 32 500 R 27 000 R 26 750


Temporary

R -

R 10 000

R 20 000

R 30 000

R 40 000

R 50 000

R 60 000


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FINANCE

Accounts Clerk 6 12 000 7 000 17 000 10 15 000 7 000 23 000

Bookkeeper 7 17 000 11 000 27 000 12 21 000 15 000 25 000




Creditors Clerk 6 11 000 9 000 17 000 6 16 000 11 000 21 000

Debtors Clerk 7 9 000 7 000 17 000 9 13 000 7 000 25 000



HUMAN RESOURCES

HR Assistant 4 6 18 000 7 000 19 000

HR Manager 6 23 000 17 000 32 500 11 37 500 23 000 42 500

Trainer 5 19 000 5 000 23 000 4


MARKETING & SALES

Brand Manager 2 2






Sales Manager 4 11 29 000 15 000 47 500



IT & SUPPORT

Data Capturer 4 5 9 000 7 000 17 000



IT Manager 4 9 32 500 19 000 52 500

IT Support 5 21 000 5 000 27 000 8 23 000 7 000 29 000


OTHER


Branch Manager 4 2


Cleaner/Tea Lady 12 3 000 3 000 7 000 14 5 000 3 000 9 000


Driver 9 7 000 3 000 13 000 10 9 000 6 000 19 000



Receptionist 13 7 000 3 000 15 000 11 9 000 7 000 17 000

Typist 2 3

1.2.13 Travel, Media & Entertainment (general)

Table. 19 - Travel, Media & Entertainment: Permanent Positions



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Highlights:

• The salaries in this sector correspond very closely with national salary levels, except for that of Sales Representatives and PA’s with five

and more years experience whose salaries are 31.5% and 29.4% higher respectively.


senior management position across the sectors. Here we highlight the salaries of Financial Managers:

Fig. 20 Industry Sector differences: Financial Manager - Median Salaries

Highlights: Financial Manager


• The Financial Services sector is the highest paying. Salaries in this sector are 45% higher than the national median salary of R29, 537.

This is followed by the Industrial & Manufacturing and Information Technology sectors, both paying 11% higher than the national

median.

• The lowest paying sector is Construction & Engineering, paying 28% lower than the national median.


• The Industrial & Manufacturing sector is the highest paying. Salaries in this sector are up to 18% higher than the national median

salary. This is followed by the Information Technology and Financial Services sectors, both paying 12% higher than the national median

of R42, 500.

• The Education, Business and Professional Services sector pay their Financial Managers the lowest, 24% lower than the national

median salary.



FinancialServices





Perm < 5 years R 21 000 R 23 000 R 42 500 R 32 500 R 32 500 R 29 000 R 25 000



R -

R 10 000

R 20 000

R 30 000

R 40 000

R 50 000

R 60 000


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The following section (1.3.1 to 1.3.5) presents and analyses the minimum, maximum and median salaries of key positions per

experience level (</> 5 years) and by perm vs. temp within a specific industry.

1.3 Industry-Specific White Collar Positions1.3.1 Financial Services

Table. 20 - Financial Services: Permanent Positions



ATM Consultant 6 11 000 3 000 17 000 6 13 000 9 000 19 000

Customer Consultant 6 11 000 7 000 17 000 6 16 000 9 000 19 000

Customer Liaison Officer 5 9 000 9 000 15 000 9 15 000 7 000 52 500

Foreign Exchange Clerk 5 11 000 11 000 13 000 6 14 000 9 000 17 000

Home Loans Consultant 5 13 000 9 000 17 000 5 17 000 7 000 21 000

Runner / Floor Walker 5 11 000 9 000 13 000 5 13 000 7 000 17 000

Service Centre Assistant 5 9 000 7 000 13 000 4

Service Consultant 5 11 000 9 000 13 000 6 15 000 7 000 29 000

Teller - Bulk Cash 5 9 000 9 000 11 000 6 12 000 7 000 13 000

Teller - Frontline 5 11 000 9 000 11 000 5 13 000 7 000 13 000

Teller - Trainee 4 5 9 000 5 000 13 000

Temporary or contract staff via recruiter

Job Description n Median Min (10%) Max (90%)

ATM Consultant 10 6 000 5 000 13 000

Customer Consultant 13 7 000 5 000 13 000

Customer Liaison Officer 12 7 000 7 000 11 000

Foreign Exchange Clerk 8 9 000 7 000 17 000

Home Loans Consultant 4

Runner / Floor Walker 5 7 000 3 000 15 000

Service Centre Assistant 11 7 000 7 000 13 000

Service Consultant 11 7 000 7 000 11 000

Teller - Bulk Cash 13 5 000 3 000 11 000

Teller - Frontline 13 5 000 5 000 11 000

Teller - Trainee 7 5 000 3 000 9 000

Table. 21 - Financial Services: Temporary Positions

Highlights:

• In Fig. 21 (below), the differences in salary levels between

permanent and temporary staff in the Financial Services

sector can clearly be seen with temporary staff paid 37% less

than their permanent counterparts with the job titles in the

table above.

Fig. 21 Within Industry differences: Financial Services


R 0

R 20 000 000

R 40 000 000

R 60 000 000

R 80 000 00037%

R 100 000 000

R 120 000 000

Perm < 5 years Perm > 5 years Temporary

Total Mean salaries R84 000,00 R 111 000,00 R 53 000,00


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1.3.2 Construction & Engineering

Table. 22 - Construction & Engineering: Permanent Positions



Architect 3 4

Construction Manager 7 17 000 5 000 77 500 16 57 500 17 000 82 500

Foreman 10 10 000 3 000 27 000 11 25 000 7 000 32 500

Quantity Surveyor 4 6 29 750 15 000 42 500

Home Loans Consultant 5 13 000 9 000 17 000 5 17 000 7 000 21 000

Artisan 7 5 000 3 000 47 500 8 13 000 5 000 67 500

Chemical Engineer 4 4

Civil Engineer 9 21 000 3 000 32 500 13 42 500 25 000 82 500

Electrical Engineer 5 25 000 7 000 77 500 8 60 000 17 000 92 500

Mechanical Engineer 5 23 000 7 000 77 500 7 52 500 17 000 97 500

Site Agent 5 7 000 5 000 29 000 6 27 750 17 000 52 500

Site Manager 7 23 000 7 000 97 500 11 25 000 13 000 52 500

Highlights:

• It is interesting to note that the salaries of all the job functions included in the table for the Construction & Engineering industry

increase substantially when staff have five or more years experience. In fact - in every case - salaries more than double, with the

exception of Site Managers. Fig. 22 (below) illustrates this point clearly.

Fig. 22 Within Industry differences: Construction & Engineering


R 0

R 10 000

R 20 000

R 30 000

R 40 000

R 50 000

R 60 000

R 70 000

Med

ian

Sal

arie

s

ArtisanConstruction

ManagerCivil Engineer Electrical Engineer

MechanicalEngineer

Perm < 5 years R 5 000 R 17 000 R 21 000 R 25 000 R 23 000

Perm > 5 years R 13 000 R 57 500 R 42 500 R 60 000 R 52 500


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1.3.3 Industrial/Manufacturing

Table. 23 - Industrial/Manufacturing: Permanent Positions



Despatch Manager 9 13 000 7 000 57 500 29 17 000 7 000 32 500

Industrial Engineer 10 25 000 12 000 47 500 11 37 500 17 000 47 500

Lab Assistant 11 15 000 9 000 19 000 17 11 000 7 000 25 000

Materials Manager 8 25 000 5 000 87 500 12 21 000 7 000 32 500

Packer 22 5 000 3 000 7 000 23 5 000 3 000 9 000

Product Tester 5 11 000 9 000 29 000 6 11 000 7 000 27 000

Quality Assurance Asst 11 13 000 7 000 25 000 26 12 000 7 000 25 000

Quality Assurance Manager 11 25 000 17 000 37 500 29 32 500 13 000 57 500

Temporary or contract staff via recruiter


Despatch Manager 1

Industrial Engineer 5 15 000 5 000 32 500

Lab Assistant 5 11 000 7 000 21 000

Materials Manager 2

Packer 9 5 000 3 000 29 000

Product Tester 3

Quality Assurance Assistant 3

Quality Assurance Manager 5 27 000 13 000 32 500

Table. 24 - Financial Services: Temporary Positions



Despatch Manager 9 13 000 7 000 57 500 29 17 000 7 000 32 500

Industrial Engineer 10 25 000 12 000 47 500 11 37 500 17 000 47 500

Lab Assistant 11 15 000 9 000 19 000 17 11 000 7 000 25 000

Materials Manager 8 25 000 5 000 87 500 12 21 000 7 000 32 500

1.3.4 Logistics & Distribution

Table. 25 - Logistics & Distribution: Permanent Positions



Analyst - Junior 6 18 000 13 000 42 500 6 18 000 13 000 62 500

Analyst - Senior 4 8 52 500 19 000 77 500

Telecoms Manager 6 14 000 11 000 23 000 5 17 000 3 000 29 000

Web Developer 6 13 000 9 000 92 500 8 25 000 7 000 97 500

1.3.5 Information Technology & Telecommunications

Table. 26 - Information Technology & Telecommunications: Permanent Positions



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Job Description Gauteng KZN W/Cape Other Prov National

FINANCE

Accounts Clerk 11 000 9 000 11 000 7 000 11 000

Bookkeeper 17 000 9 000 12 000 8 000 16 000

Bookkeeper: Balance Sheet 19 000 9 000 19 000 11 000 15 000

Chartered Accountant 47 500 35 000 33 250 32 500 42 500

Credit Controller 15 000 10 000 15 000 9 000 13 000

Creditors Clerk 13 000 9 000 11 000 9 000 11 000

Debtors Clerk 11 000 11 000 11 000 9 000 11 000

Financial Manager 32 500 37 500 27 000 17 000 29 000

Payroll Administrator 14 000 15 000 13 000 9 000 13 000

HUMAN RESOURCES

HR Assistant 11 000 7 000 13 000 10 000 11 000

HR Manager 32 500 17 000 21 000 30 250 26 000

Trainer 17 000 9 000 19 000 8 000 17 000

Training Manager 27 000 23 000 23 000 37 500 26 000

MARKETING & SALES

Brand Manager 25 000 17 750 34 750 26 250 27 000

CSR/Enquiries Clerk 11 000 17 750 13 000 5 000 11 000

Key Accounts Manager 23 000 17 000 25 000 22 000 23 000

Marketing Manager 29 000 29 000 26 750 31 250 29 000

Marketing Support Staff 13 000 13 000 11 000 5 000 11 000

PR/Communications Mgr. 23 000 23 000 27 000 33 250 25 000

Sales Manager 29 750 32 500 26 000 14 000 27 000

Sales Representative 15 000 12 000 9 000 11 000 15 000

Telesales Representative 11 000 5 000 7 000 11 000 9 000

IT & SUPPORT

Data Capturer 9 000 6 000 8 000 9 000 9 000

Database Administrator 16 000 6 000 13 000 15 000 14 000

Infrastructure Manager 29 000 23 000 20 000 30 250 27 000

IT Manager 32 500 23 000 25 000 35 750 29 000

IT Support 15 000 14 000 10 000 13 000 13 000

Network Administrator 15 000 11 000 15 000 12 000 15 000

OTHER

Admin/Office Manager 13 000 9 000 18 000 9 000 13 000

Branch Manager 27 000 37 500 26 750 25 750 28 000

Business Analyst 24 000 14 000 19 000 30 250 23 000

Cleaner/Tea Lady 3 000 3 000 3 000 3 000 3 000

Clerical Assistant 8 000 5 000 9 000 7 000 7 000

Driver 7 000 5 000 7 000 5 000 7 000

Executive Secretary / PA 17 000 9 000 13 000 11 000 15 000

Procurement Manager 32 500 18 000 23 000 24 750 29 000

Receptionist 9 000 7 000 7 000 5 000 7 000

Typist 9 000 3 000 7 000 3 000 7 000

The following section (1.4.1. to 1.6.1) presents and analyses median, minimum and maximum salaries of main positions on a national

and provincial level, per experience level (</> 5 years), size of company (employee number) and perm vs.temp.

1.4 Provincial Median Salaries Comparison1.4.1 Permanent 0 – 5 years experience

Table. 27 - Provincial Median Salaries Comparison (0 – 5 years experience)



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Highlights:

• Table. 27 (above) is designed to be a quick reference point to compare the salaries of all job functions with less than five years

experience across the provinces. Fig. 23 (below) illustrates the difference in salary levels by province and reinforces that the trends

shown nationally, are repeated across the different job categories.

Fig. 23 Provincial Salary Differences by Job Category < 5 years experience

Notes: National medians constitute the benchmark of 100%


0

2040

60

80

100

120

140

Mea

n s

alar

y as

a %

of

Nat

ion

al M

ean

FinanceHuman

ResourcesMarketing &

SalesInformationTechnology

Admin

National 100 100 100 100 100

Gauteng 111 109 102 109 115

KZN 89 70 94 78 79

W/Cape 94 95 101 85 96

Other Prov 69 107 77 107 89


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Job Description Gauteng KZN W/Cape Other Prov National

FINANCE

Accounts Clerk 13 000 9 000 13 000 10 000 13 000

Bookkeeper 22 000 17 000 17 000 18 000 19 000

Bookkeeper: Balance Sheet 23 000 12 000 20 000 24 750 20 000

Chartered Accountant 60 000 37 500 45 000 45 000 52 500

Credit Controller 19 000 11 000 19 000 13 000 17 000

Creditors Clerk 15 000 11 000 11 000 11 000 13 000

Debtors Clerk 15 000 11 000 13 000 11 000 13 000

Financial Manager 47 500 37 500 42 500 37 500 42 500

Payroll Administrator 19 000 15 000 17 000 14 000 17 000

HUMAN RESOURCES

HR Assistant 17 000 14 000 15 000 11 000 17 000

HR Manager 37 500 27 000 28 000 42 500 32 500

Trainer 21 000 14 000 19 000 32 500 21 000

Training Manager 32 500 25 000 32 500 37 500 32 500

MARKETING & SALES

Brand Manager 32 500 21 250 35 750 38 500 37 500

CSR/Enquiries Clerk 13 000 9 000 19 000 9 000 12 000

Key Accounts Manager 32 500 37 500 32 500 35 500 32 500

Marketing Manager 42 500 28 750 37 500 45 000 37 500

Marketing Support Staff 15 000 11 000 15 000 25 000 15 000

PR/Communications Mgr. 32 500 25 000 29 750 40 000 32 500

Sales Manager 42 500 37 500 42 500 35 000 42 500

Sales Representative 22 000 13 000 19 000 25 000 19 000

Telesales Representative 13 000 9 000 12 000 11 000 13 000

IT & SUPPORT

Data Capturer 11 000 8 000 7 000 12 000 9 000

Database Administrator 17 000 7 000 19 000 20 000 17 000

Infrastructure Manager 37 500 27 000 42 500 42 500 37 500

IT Manager 37 500 29 750 32 500 32 500 32 500

IT Support 19 000 17 000 17 000 23 000 17 000

Network Administrator 18 000 19 000 14 000 19 000 19 000

OTHER

Admin/Office Manager 21 000 14 000 17 000 18 000 19 000

Branch Manager 35 000 42 500 32 500 45 000 35 000

Business Analyst 32 500 13 000 32 500 25 000 32 500

Cleaner/Tea Lady 5 000 5 000 5 000 3 000 5 000

Clerical Assistant 11 000 9 000 10 000 12 000 11 000

Driver 7 000 7 000 7 000 7 000 7 000

Executive Secretary / PA 21 000 13 000 17 000 14 000 17 000

Procurement Manager 37 500 26 000 26 000 40 000 32 500

Receptionist 9 000 8 000 9 000 10 000 9 000

Typist 11 000 7 000 9 000 9 000 10 000

1.4.2 Permanent 5 or more years experience

Table. 28 - Provincial Median Salaries Comparison



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Highlights:

• Table. 28 (above) is designed to be a quick reference point to compare the salaries of all job functions with five or more years

experience across the provinces. Fig. 24 (below) illustrates the difference in salary levels by province and reinforces that the trends

shown nationally are repeated across the different job categories.

Fig. 24 Provincial Salary Differences by Job category > 5 years experience


1.4.3 Analysis of Median Salary by years of experience

An analysis of the broad job categories of Finance, Human

Resources, Marketing & Sales, Information Technology and

Administration showed interesting variances across the provinces

as well as by level of experience.

• Finance

<5 years experience: In Gauteng, people employed in this

category earn 10% more than the national median salary for this

job category. In contrast, those employed in the Other Provinces

(Mpumalanga, Limpopo, North West, Free State, Northern Cape

& Eastern Cape), earn 31% less - a considerable difference.

>5 years experience: In Gauteng, salaries are 13% higher than

the national median salary for this job category while those in

KwaZulu-Natal are the lowest at 22% less than the median salary

level.

• Human resources

<5 years experience: In Gauteng, salaries are 9% higher than

the national median salary for this job category while salaries in

the Other Provinces are 7% higher than the national median.

KwaZulu-Natal is again the lowest paying province with salaries

30% lower than the national median.

>5 years experience: The Other Provinces are the highest paying

in this category with salaries 20% higher than the national median

salary level for the job category. This is followed by Gauteng,

which is 5% higher. KwaZulu-Natal pays 22% lower than the

national median for this job category.

• Marketing & Sales

<5 years experience: Salaries paid across all the provinces are

more or less in line with the national median salaries for the job

category with Gauteng and the Western Cape slightly higher at

2% and 1% more than the national median level respectively. The


0

2040

60

80

100

120

140

Mea

n s

alar

y as

a %

of

Nat

ion

al M

ean

FinanceHuman

ResourcesMarketing &

SalesInformationTechnology

Admin

National 100 100 100 100 100

Gauteng 113 105 102 106 107

KZN 78 78 80 82 81

W/Cape 95 92 101 100 93

Other Prov 89 120 109 133 103


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Other Provinces are the least paying, 23% less than the national

median level.

>5 years experience: The Other Provinces are the highest

paying, 9% higher than the national median salary level for this

job category. This is followed by Gauteng at 2% higher. The

lowest paying province is KwaZulu-Natal with salaries 20% lower

than the national median.

• Information Technology

<5 years experience: In this job category Gauteng and the

Other Provinces are the highest paying, 9% and 7% higher than

the national median for the job category respectively. The lowest

paying province is KwaZulu-Natal at 22% less than the national

median.

>5 years experience: For the more experienced IT professionals,

salaries are much higher in the Other Provinces, 13% more than

the national median for the job category. Gauteng comes in

second at 6% higher than the national median level. The lowest

paying province for this job category is KwaZulu-Natal with

salaries 18% lower than the national median.

• Administration

<5 years experience: The highest paying province for

administrative positions, for those with less than five years

experience, is Gauteng where salaries are 15% higher than

the national median level for this job category. The rest of the

provinces pay below the national median salary level, with the

lowest paying province, KwaZulu-Natal, paying at less than 21%

of the national median salary level.

>5 years experience: In the greater than five years experience

category Gauteng maintains its position as top remunerator,

paying 7% higher than the national median for the job category,

though this is a 50% drop from the level of those with less than

five years experience. The Other Provinces pay 3% more than the

national median salary level in this category.



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1.5 Size of company median salaries comparison (permanent)1.5.1 1 to 50 employees (National)

Table. 29 - Permanent Salaries in Companies with 1 to 50 employees

1 - 50 Employees Permanent with 0 - 5 years experience Permanent with 5 or more years experience


FINANCE

Accounts Clerk 35 9 000 3 000 17 000 36 11 000 5 000 19 000

Bookkeeper 55 15 000 5 000 27 000 64 19 000 13 000 32 500




Creditors Clerk 24 11 000 3 000 15 000 27 13 000 7 000 19 000

Debtors Clerk 20 11 000 3 000 17 000 35 11 000 5 000 19 000



HUMAN RESOURCES

HR Assistant 23 9 000 3 000 23 000 27 15 000 7 000 21 000

HR Manager 33 19 000 5 000 37 500 56 27 000 15 000 47 500

Trainer 21 11 000 3 000 37 500 18 18 000 7 000 47 500


MARKETING & SALES

Brand Manager 9 15 000 3 000 52 500 11 42 500 9 000 67 500






Sales Manager 28 22 000 3 000 57 500 61 37 500 15 000 62 500



IT & SUPPORT

Data Capturer 13 5 000 3 000 9 000 19 7 000 5 000 29 000



IT Manager 15 23 000 3 000 32 500 35 32 500 17 000 62 500

IT Support 22 9 000 5 000 17 000 17 15 000 7 000 25 000


OTHER


Branch Manager 21 21 000 5 000 47 500 28 32 500 11 000 57 500


Cleaner/Tea Lady 66 3 000 3 000 5 000 89 5 000 3 000 7 000


Driver 42 5 000 3 000 9 000 53 7 000 5 000 13 000



Receptionist 72 7 000 3 000 13 000 73 9 000 5 000 17 000

Typist 9 3 000 3 000 17 000 6 7 000 5 000 9 000



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Highlights:

Fig. 25 (below) compares the salaries of 10 low to medium level job functions across the four company size sectors – referring to

permanent staff with less than five years experience. These particular job functions all received high levels of response in the survey

and therefore serve as good examples.

• There is a strong trend that shows up quite clearly, that larger companies pay significantly more for this level of staff, particularly

companies with 500 or more employees. An example in this regard are HR Assistants, who are paid 88% more than their counterparts

in companies with 100 or less employees.

Fig. 25 Comparison of the salaries of 10 job functions with high response levels across the four company size segments - Permanent

staff with less than 5 years experience


Admin / Office Manager

Bookeeper

Creditors Clerk

Driver

Executive Secretary / PA

HR Assistant

IT Support



R - R 5 000 R 10 000 R 15 000 R 20 000 R 25 000 R 30 000


500+

100 - 500

50 - 100

1 - 50


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1.5.2 50 to 100 employees (National)

Table. 30 - National: Permanent Salaries in Companies with 50 to 100 employees



FINANCE

Accounts Clerk 6 8 000 5 000 25 000 11 11 000 9 000 15 000

Bookkeeper 11 13 000 9 000 23 000 23 21 000 15 000 29 000




Creditors Clerk 14 9 000 7 000 15 000 16 11 000 7 000 19 000

Debtors Clerk 14 9 000 7 000 11 000 20 13 000 7 000 20 000



HUMAN RESOURCES

HR Assistant 9 9 000 5 000 23 000 6 15 000 9 000 19 000

HR Manager 10 23 000 13 000 29 750 22 28 000 19 000 52 500

Trainer 1 6 16 000 9 000 42 500


MARKETING & SALES

Brand Manager 3 4






Sales Manager 4 14 47 500 25 000 72 500



IT & SUPPORT

Data Capturer 3 6 8 000 3 000 17 000



IT Manager 3 13 32 500 19 000 47 500

IT Support 5 11 000 7 000 25 000 9 19 000 13 000 29 000


OTHER


Branch Manager 4 8 37 500 23 000 77 500


Cleaner/Tea Lady 10 4 000 3 000 7 000 22 5 000 3 000 7 000


Driver 12 7 000 5 000 11 000 15 7 000 5 000 13 000



Receptionist 16 8 000 5 000 13 000 22 9 000 7 000 11 000

Typist 0 2



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Highlights:

Fig. 26 (below) compares the salaries of 10 low to medium level job functions across the four company size sectors, this time comparing

the salaries of permanent staff with more than five years experience.

• The differential between what very large companies pay versus what smaller companies pay is less marked with staff that have more

experience. However, there are still some high variances – i.e. Executive Secretaries/PA’s in companies with 500 or more employees are

paid 47% more than their counterparts in companies with 100 or less employees.

Fig. 26 Comparison of the salaries of 10 job functions with high response levels across the four company size segments -

Permanent staff with more than 5 years experience



Admin / Office Manager

Bookeeper

Creditors Clerk

Driver

Executive Secretary / PA

HR Assistant

IT Support



R - R 5 000 R 10 000 R 15 000 R 20 000 R 25 000 R 30 000


500+

100 - 500

50 - 100

1 - 50


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1.5.3 100 to 500 employees (National)




FINANCE

Accounts Clerk 17 11 000 5 000 17 000 24 12 000 5 000 17 000

Bookkeeper 19 17 000 9 000 32 500 28 21 000 11 000 37 500




Creditors Clerk 21 11 000 7 000 17 000 31 15 000 7 000 21 000

Debtors Clerk 21 11 000 5 000 17 000 29 13 000 7 000 23 000



HUMAN RESOURCES

HR Assistant 21 11 000 5 000 25 000 23 17 000 9 000 27 000

HR Manager 18 32 500 23 000 42 500 34 45 000 27 000 57 500

Trainer 10 18 000 6 000 27 000 14 24 000 9 000 32 500


MARKETING & SALES

Brand Manager 4 9 32 500 23 000 67 500






Sales Manager 11 42 500 15 000 47 500 28 47 500 19 000 72 500



IT & SUPPORT

Data Capturer 3 6 8 000 3 000 17 000



IT Manager 3 13 32 500 19 000 47 500

IT Support 5 11 000 7 000 25 000 9 19 000 13 000 29 000


OTHER


Branch Manager 9 32 500 11 000 47 500 23 32 500 17 000 62 500


Cleaner/Tea Lady 18 3 000 3 000 7 000 33 5 000 3 000 9 000


Driver 15 7 000 3 000 13 000 36 7 000 5 000 15 000



Receptionist 24 7 000 5 000 15 000 37 9 000 7 000 15 000

Typist 8 7 000 3 000 23 000 9 9 000 5 000 27 000



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1.5.4 500+ employees (National)

Table. 32 - National: Permanent Salaries in Companies with 500+ employees

500+ Employees Permanent with 0 - 5 years experience Permanent with 5 or more years experience


FINANCE

Accounts Clerk 17 13 000 9 000 29 000 15 17 000 11 000 29 000

Bookkeeper 17 21 000 11 000 29 000 17 23 000 15 000 32 500




Creditors Clerk 18 14 000 7 000 32 500 18 19 000 9 000 37 500

Debtors Clerk 18 13 000 7 000 47 500 16 18 000 11 000 47 500



HUMAN RESOURCES

HR Assistant 22 17 000 9 000 29 000 19 19 000 9 000 32 500

HR Manager 19 37 500 21 000 97 500 24 42 500 23 000 97 500

Trainer 20 19 000 11 000 29 000 17 19 000 13 000 42 500


MARKETING & SALES

Brand Manager 9 32 500 13 000 97 500 9 37 500 11 000 97 500






Sales Manager 12 32 500 13 000 97 500 12 37 500 19 000 97 500



IT & SUPPORT

Data Capturer 19 11 000 9 000 42 500 14 15 000 7 000 21 000



IT Manager 16 35 000 25 000 97 500 18 37 500 13 000 97 500

IT Support 17 19 000 9 000 37 500 18 23 000 9 000 42 500


OTHER


Branch Manager 14 30 750 7 000 87 500 13 37 500 7 000 92 500


Cleaner/Tea Lady 19 5 000 3 000 9 000 17 7 000 3 000 11 000


Driver 19 9 000 3 000 19 000 16 9 000 5 000 17 000



Receptionist 22 12 000 5 000 21 000 19 13 000 7 000 19 000

Typist 13 9 000 7 000 19 000 11 11 000 7 000 17 000



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Highlights:

• Fig. 27 (below) compares the salaries of permanent staff with more and less than five years experience against the salaries of

temporary staff in companies with 500 or more employees. The salaries paid within each job group (Finance, HR, Marketing, IT and

Admin) have been totalled to get a direct comparison between permanent and temporary salaries per job group. There is no intention

to compare the groups with each other.

• As seen before, when analysing the provincial breakdowns, there is a clear correlation between the salaries paid to temporary

staff and the salaries of permanent staff with less than five years experience. It is interesting to note that very large companies make

extensive use of temporary staff supplied by agencies across all the job functions.

Fig. 27 Comparison of Permanent versus Temporary salaries in companies with 500+ employees


R 0

R 50 000

R 100 000

R 150 000

R 200 000

R 300 000

R 250 000

Med

ian

Sal

arie

s

Finance Human Resources Marketing IT & Support Other / Admin

Perm < 5 years

Perm > 5 years

Temporary


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500+ Employees Permanent with 0 - 5 years experience Permanent with 5 or more years experience


FINANCE

Accounts Clerk 9 17 000 9 000 29 000 4

Bookkeeper 10 25 000 9 000 32 500 2




Creditors Clerk 10 17 000 10 000 35 000 4

Debtors Clerk 9 15 000 7 000 42 500 4


Payroll Administrator 10 18 000 11 000 26 750 5

HUMAN RESOURCES

HR Assistant 11 15 000 9 000 23 000 5

HR Manager 9 32 500 11 000 97 500 5

Trainer 10 18 000 8 000 30 750 5


MARKETING & SALES

Brand Manager 7 27 000 11 000 92 500 4






Sales Manager 7 29 000 7 000 97 500 7 7 000 3 000 57 500



IT & SUPPORT

Data Capturer 9 11 000 7 000 32 500 4



IT Manager 9 32 500 9 000 97 500 5

IT Support 10 19 000 9 000 32 250 4


OTHER


Branch Manager 6 28 250 7 000 97 500 5


Cleaner/Tea Lady 11 5 000 3 000 7 000 0


Driver 9 9 000 3 000 17 000 4



Receptionist 12 12 000 7 000 17 000 5

Typist 7 9 000 7 000 19 000 4


1.6 Size of company median salaries comparison (temporary)1.6.1 500+ employees



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Highlights:

• Fig. 28 (below) compares the salaries of permanent Sales staff against commission earned.

• Key Account Managers are the highest commission earners, earning commission equivalent to 55.3% of their salaries Sales Managers

and Sales Representatives, on the other hand, earn commission equivalent to 18.6% and 34.8% of their salaries respectively.

Fig. 28 Comparison of permanent salaries and commission earned by Sales staff in companies with 500+ employees


R 0

R 5 000

R 10 000

R 15 000

R 20 000

R 30 000

R 25 000

Med

ian

Sal

arie

s

Key Acc Mgr Sales Mgr Sales Rep Telesales Rep

R 35 000

R 40 000

Perm < 5 years

Perm > 5 years

Commission


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2 CONTACT CENTRE SALARY SURVEY RESULTS

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CONTACT CENTRE SALARY SURVEY RESULTSSECTION II

2.1 PROFILE OF RESPONDENTS

Fig. 29 Response by Province

Table. 34 (below) shows the detailed breakdown by industry sector and by province. The number of responses in each sector and

province corresponds closely with the CCMG national contact centre breakdowns.

Table. 34 - Response breakdown by industry and province

Other provinces: (Mpumalanga, North West, Northern Cape, Free State, Eastern Cape Limpopo)

Fig. 30 (below) shows the industry sector breakdown and highlights the dominant sectors in the industry such as Financial Services and

BPO Outsourcing, which is growing rapidly.

Other provinces: (Mpumalanga, North West, Northern Cape, Free State, Eastern Cape, Limpopo)

Region Percentage Response

Gauteng 58%

Western Cape 28%

KZN 7.33%

Other 6.67%Western Cape

KZN

Gauteng

Other

11

8742

10

Industry Categories GP KZN WC Other Total Percentage

BPO Outsourcing 20 3 10 33 22,0%

Construction & Engineering 2 1 1 4 2,7%

Education & Business/Professional Services 11 1 8 1 21 14,0%

Financial Services (Banking, Insurance, etc.) 13 2 10 2 27 18,0%

FMCG (Fast Moving Consumer Goods) 4 1 2 7 4,7%

Government / Municipal 6 2 3 11 7,3%

Healthcare and Pharmaceuticals 2 1 3 2,0%

Industrial / Manufacturing 11 2 3 2 18 12,0%

Information Technology &Telecoms 14 2 2 18 12,0%

Logistics& Distribution 2 2 4 2,7%

Retail 2 1 3 2,0%

Travel and Entertainment 1 1 0,7%

Grand Total 87 11 42 10 150

58,0% 7,3% 28,0% 6,7%


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Fig. 32 (below) shows the number of respondent companies employing permanent agents, temporary agents and temporary contract

agents supplied by agencies - split by size of call centre.

• There is much higher use of contract agents in contact centres with 10 to 50 agents and among the larger contact centres with 200

or more agents, whereas nearly half of the very small contact centres with less than 10 agents use temporary staff who they employ

themselves.


Fig. 30 Response by industry sector

Fig. 31 (below) shows the number of respondent companies employing permanent agents, temporary agents and temporary contract

agents supplied by agencies - split by province. KwaZulu-Natal employs a much higher ratio of temporary to permanent agents than

the other provinces.

Fig. 31 Use of perm vs temp vs contract agents by province

Travel and Entertainment

Retail


IT & Telecoms

Industrial / Manufacturing

Healthcare and Pharmaceuticals

Government / Municipal

FMCG

Financial Services

Education/Business/Prof Services

Construction & Engineering

BPO Outsourcing

140

120

100

80

60

40

20

0

0 10 20 30 40

Number of companies

GP KZN WC Other Total

Permanent

Company Temp

Agency Temp

TM


| 65

The following section (2.2.1 - 2.2.4) presents and analyses median, minimum and maximum salaries of Agents on national and

provincial level, by level of experience (</> 5 years), as well as temp vs. temp in the contact Centre industry in general.

2.2 Contact Centre Agent Salaries 2.2.1 NationalTable. 35 - National Permanent and Temporary agents employed by company salaries

Permanent Temporary employed by company


Customer Service Inbound 0-1 yr 75 7 000 5 000 15 000 29 7 000 3 000 13 000

Customer Service Inbound 1+ yrs 82 9 000 5 000 15 000 28 7 000 5 000 15 000

Customer Service Outbound 0-1 yr 45 7 000 3 000 13 000 14 7 000 3 000 15 000

Customer Service Outbound 1+ yrs 46 9 000 5 000 13 000 14 7 000 3 000 11 000

Sales Inbound 0-1 year 29 9 000 3 000 13 000 12 5 000 3 000 9 000

Sales Inbound 1+ years 34 9 000 5 000 15 000 10 5 000 3 000 12 000

Sales Outbound 0-1 year 38 5 000 3 000 13 000 15 5 000 3 000 9 000

Sales Outbound 1+ years 39 5 000 3 000 15 000 17 5 000 3 000 9 000

Collections 0-1 year 26 5 000 3 000 15 000 12 4 000 3 000 11 000

Collections 1+ years 26 7 000 3 000 15 000 11 7 000 3 000 11 000

IT Helpdesk 0-1 year 36 9 000 5 000 15 000 15 9 000 5 000 13 000

IT Helpdesk 1+ years 45 11 000 7 000 15 000 16 10 000 5 000 15 000


Fig. 32 Use of perm vs temp vs contract agents by size of call centre

60

50

40

30

20

10

0

Permanent

Company Temp

Agency Temp

Size of companies (Employee Count)

Nu

mb

er o

f co

mp

anie

s

10 - 50 50 - 100 100 - 200 200 - 500 500+1 - 10


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Table. 36 - National Temporary agents employed by agencies salaries & commission (all agents)

Temporary employed by agency Average Monthly Commission












IT Helpdesk 0-1 year 15 9 000 5 000 13 000 8 1 000 1 000 9 000


Highlights:

• In Fig. 33 (below) it is interesting to note that in the Collections sector significantly higher salaries are paid to temporary agents

employed by agencies. In the case of Collections agents with less than one year’s experience, the difference can be up to 80% more.

• The salaries for other agent types are aligned with each other, except for Permanent Inbound Sales agents who are paid substantially

more than temporary agents. Perhaps this is to make up for the possibility that the permanent agents are often paid less commission

than their Outbound Sales colleagues.

Fig. 33 National comparison of agent salaries by employment type


IT Helpdesk 1 + year

0 - 5 000 10 000 15 000

Agency Temp

Company Temp

Permanent

IT Helpdesk 0-1 year

Collections 1 + years

Collections 0-1 year

Sales Outbound 1 + years

Sales Outbound 0-1 year

Sales Inbound 1 + years

Sales Inbound 0-1 year

Customer Service Outbound 1 + years

Customer Service Outbound 0-1 year

Customer Service Inbound 1 + yearsCustomer Service Inbound 0-1 year

TM


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2.2.2 GautengTable. 37 - Gauteng permanent and temporary agents employed by company salaries













IT Helpdesk 0-1 year 25 11 000 5 000 15 000 9 9 000 3 000 15 000


Table. 38 - Gauteng temporary agents employed by agencies salaries & commission (all agents)













IT Helpdesk 0-1 year 12 9 000 5 000 13 000 5 1 000 1 000 7 000


Highlights:

In Fig. 34 (below), we compare Gauteng’s median salaries of permanent agents against the national median.

• Gauteng’s salaries are either equal to or higher than the national median salary, except for Inbound Sales agents with one or more

years experience who are paid 28.6% less.



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Fig. 34 - Comparison of national permanent agent salaries with Gauteng salaries

2.2.3 Western Cape Table. 39 - Western Cape Permanent salaries

Permanent Agents


Customer Service Inbound 0-1 yr 16 7 000 5 000 15 000

Customer Service Inbound 1+ yrs 20 9 000 6 000 15 000

Customer Service Outbound 0-1 yr 9 7 000 5 000 11 000

Customer Service Outbound 1+ yrs 10 8 000 5 000 13 000

Sales Inbound 0-1 year 4

Sales Inbound 1+ years 6 9 000 7 000 15 000

Sales Outbound 0-1 year 10 5 000 3 000 9 000

Sales Outbound 1+ years 10 5 000 4 000 13 000












Agency Temp

Company Temp

Permanent

Customer Service Inbound 0-1 year

Customer Service Inbound 1 + years

0 2 000 4 000 6 000 8 000 10 000 12 000 14 000

TM


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2.2.4 KwaZulu Natal Table. 40 - KwaZulu-Natal Permanent salaries

Permanent Agents


Customer Service Inbound 0-1 yr 5 5 000 3 000 7 000

Customer Service Inbound 1+ yrs 6 7 000 3 000 11 000

Customer Service Outbound 0-1 yr 3

Customer Service Outbound 1+ yrs 3

Sales Inbound 0-1 year 3

Sales Inbound 1+ years 3

Sales Outbound 0-1 year 5 5 000 3 000 11 000

Sales Outbound 1+ years 6 5 000 3 000 11 000

Highlights:

In Fig. 35 (below), we compare Western Cape and KwaZulu-Natal permanent agent salaries against the national median.

• The provincial salaries are closely aligned to national median salaries, except for that of Customer Service Inbound salaries in

KwaZulu-Natal which are lower than national and Western Cape salaries by up to 40%.

• Looking at the source data, which is slightly below our validity level, we see that salaries for KwaZulu-Natal Customer Service

Outbound agents with one or more years experience are lower by 28%.

Fig. 35 - Comparison of national agent salaries with Western Cape and KwaZulu-Natal salaries






KZN

W/Cape

National





0 - 2 000 4 000 6 000 8 000 10 000


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This section (2.2.5 – 2.2.6) presents, analyses and compares Agent Salaries in two specific sectors being the Financial and the

BPO Outsourcing Sectors.

2.2.5 Financial ServicesTable. 41 - Financial Services: Permanent & Temporary agents employed by company salaries







Sales Inbound 0-1 year 11 9 000 5 000 11 000 4

Sales Inbound 1+ years 12 9 000 5 000 13 000 3





IT Helpdesk 0-1 year 7 7 000 5 000 11 000 3

IT Helpdesk 1+ years 8 7 000 7 000 13 000 3

Table. 42 - Financial Services: Temporary agents employed by agency salaries & commission (all agents)



Customer Service Inbound 0-1 yr 4 7 1 000 1 000 7 000

Customer Service Inbound 1+ yrs 4 7 1 000 1 000 7 000







Collections 0-1 year 4 5 3 000 1 000 5 000

Collections 1+ years 4 5 3 000 3 000 5 000

IT Helpdesk 0-1 year 4 2

IT Helpdesk 1+ years 4 2

Highlights:

Fig. 36 (below) compares the salaries of agents in several categories of the Financial Services sector.

• In the majority of cases, permanent agents are paid better than temporary agents and temporary agents employed by a company are

marginally better paid than agents supplied by an agency.

• The exception is with Customer Service Outbound agents who have less than one year’s experience. In this category temporary

agents employed by the company are paid 28.6% more.


TM


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Highlights:

Fig. 37 (below) compares the salaries of permanent agents in the BPO Outsource sector against those in the Financial Services sector.

These industry sectors are interesting to compare as a large proportion of BPO turnover is derived from the Financial Services sector.

The BPO Outsource salaries are provided in Table. 49 and Table. 50.

• The IT Helpdesk category is the only agent category where BPO pays higher salaries than Financial Services as the BPO Outsourcers

probably take on more complex work than is found at Financial Services Helpdesks.

• The salaries of Financial Services permanent agents are either on a par (in one case with Collections agents with one or more years

experience) or significantly higher than BPO Outsource salaries, particularly in the case of Sales Agents.

• Inbound Sale Agents with less than one year’s experience, employed by Financial Services companies, are paid 200% more than the

BPO agents. It is important to note is that the Financial Services agent salaries match the national median and are therefore not

paying exceptionally high salaries.

• Comparing the commission data does not help to explain the difference either, as the low BPO Inbound Sales Agent salaries are most

probably supplemented by high commissions. Looking at the data for the BPO sector on the next pages, as well at the source data,

one can only conclude that the BPO Outsourcers have heavily under reported the commission they pay their agents

Fig. 36 - Comparison of Financial Services agent salaries by category



Sales Outbound 0 -1 year


Customer Service Outbound 0 - 1 year


Customer Service Inbound 0 - 1 year

Agency Temp

Company Temp

Permanent

0 - 2 000 4 000 6 000 8 000 10 000


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Fig. 37 - Comparison of BPO Outsource and Financial Services agent salaries by category

2.2.6 BPO OutsourcingTable. 43 - BPO Permanent and Temporary employed by company salaries





Customer Service Outbound 0-1 yr 5 5 000 3 000 7 000 2

Customer Service Outbound 1+ yrs 7 7 000 3 000 9 000 2



Sales Outbound 0-1 year 9 3 000 3 000 5 000 4

Sales Outbound 1+ years 9 5 000 3 000 7 000 4



IT Helpdesk 0-1 year 6 8 000 5 000 15 000 3

IT Helpdesk 1+ years 7 11 000 7 000 15 000 4














BPO Perm

Finserv Perm

0 - 2 000 4 000 6 000 8 000 10 000 12 000

TM


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Table. 44 - Financial Services: Temporary agents employed by agency salaries & commission (all agents)













IT Helpdesk 0-1 year 2 0

IT Helpdesk 1+ years 2 0

Highlights:

Fig. 38 (below) compares salary levels of permanent and temporary agents in the BPO Outsource sector.

o Salaries of both types of Outbound Sales agents are exactly in line.

o Permanent Inbound Sales Agents salaries are less than those of temporary agents by up to 66%.

o Customer Service agent salaries are matched in two job categories and permanent agents are paid slightly more in the other two

categories.

Fig. 38 - Comparison of BPO Outsource agent salaries by category








Agency Temp

Company Temp

Permanent

0 - 2 000 4 000 6 000 8 000




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The following section (2.3.1-2.3.3) presents and analyses median, minimum and maximum salaries of Supervisor/Manager salaries

nationally and for the Gauteng Province, by level of experience (</> 5 years), as well as temp vs. temp in the BPO Outsourcing industry.

2.3 Contact Centre Supervisor/Manager Salaries2.3.1 NationalTable. 45 - National Permanent and Temporary agents employed by company salaries



Supervisor/Team Leader 0-5 yrs 82 13 000 9 000 19 000 15 13 000 7 000 19 000

Supervisor/Team Leader 5+ yrs 74 15 000 9 000 19 000 11 15 000 9 000 19 000

Manager 0-5 years 75 21 000 13 000 33 000 11 17 000 13 000 29 000

Manager 5+ years 89 29 000 15 000 37 000 11 19 000 15 000 29 000





Manager 0-5 years 9 15 000 13 000 29 000 18 5 000 1 000 17 000

Manager 5+ years 10 17 000 13 000 29 000 17 5 000 1 000 19 000

Table. 46 - National Temporary employed by agency salaries and commission (all staff)

Highlights:

Fig. 39 (below) compares the national Manager/Supervisor salaries by the three employment types.

• It is interesting to note that Supervisors/Team Leaders are paid exactly the same salaries at each experience level - whether they are

permanent, temporary hired by company or temporary hired by an agency.

• When it comes to Managers, there are quite wide variances by employment type with only permanently employed Managers with

five or more years experience rising to the expected level above other positions.

Fig. 39 - Comparison of National Manager/Supervisor salaries by employment types


R 0

R 50 000

R 10 000

R 15 000

R 20 000

R 30 000

R 25 000

Med

ian

Sal

arie

s

Supervisor0-5 years

Supervisor5 + years

Manager0-5 years

Manager5 + years

R 35 000

Agency Temp

Company Temp

Permanent

TM


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2.3.2 GautengTable. 47 - Gauteng Permanent and Temporary employed by company salaries





Manager 0-5 years 43 27 000 13 000 23 000 6 16 000 13 000 33 000

Manager 5+ years 48 31 000 15 000 29 000 6 17 000 13 000 33 000





Manager 0-5 years 6 17 000 13 000 29 000 7 5 000 3 000 17 000

Manager 5+ years 7 17 000 13 000 29 000 7 5 000 3 000 19 000

Table. 48 - Gauteng Temporary employed by agency salaries and commission (all staff)

Highlights:

In Fig. 40 (below), we compare national, Gauteng and BPO Outsource permanent salaries for Supervisors and Managers. The BPO

Outsource salaries are in Table. 49 and Table. 50.

• The BPO Outsource Supervisor and Manager salaries are slightly lower than or equal to the national median. However, the salaries

of Gauteng Managers are higher than the national median. The salaries of Gauteng managers with less than five years experience are

higher by 47.6%.

Fig. 40 - Comparison of Permanent Supervisor/Manager salaries nationally, in Gauteng and in the BPO Outsource sector


R 0

R 5 000

R 10 000

R 15 000

R 20 000

R 30 000

R 25 000

Med

ian

Sal

arie

s

Supervisor0-5 years

Supervisor5 + years

Manager0-5 years

Manager5 + years

R 35 000

Perm National

Perm Gauteng

Perm BPO


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2.3 Contact Centre Supervisor/Manager Salaries2.3.3 BPO OutsourcingTable. 49 - BPO Permanent and Temporary employed by company salaries



Supervisor/Team Leader 0-5 yrs 21 13 000 7 000 15 000 2

Supervisor/Team Leader 5+ yrs 20 15 000 9 000 18 000 1

Manager 0-5 years 18 19 000 13 000 29 000 2

Manager 5+ years 20 28 000 16 000 36 000 2





Manager 0-5 years 1 5 5 000 3 000 7 000

Manager 5+ years 1 4

Highlights:

Please see the commentary on the preceding pages for detail on the BPO Outsource salary levels.

Table. 50 - BPO Temporary employed by agency salaries and commission (all staff)

2.4 Contact Centre Support Staff Salaries2.4.1 NationalTable. 51 - National Permanent and Temporary employed by company salaries



Quality Assessor 0-5 yrs 49 13 000 9 000 25 000 7 11 000 9 000 21 000

Quality Assessor 5+ yrs 50 17 000 9 000 29 000 6 14 000 9 000 23 000

Trainer 0-5 years 46 17 000 11 000 25 000 6 12 000 9 000 21 000

Trainer 5+ years 47 21 000 13 000 29 000 7 13 000 9 000 23 000

Human Resources 0-5 yrs 41 17 000 11 000 29 000 8 18 000 11 000 23 000

Human Resources 5+ yrs 38 21 000 11 000 37 500 7 19 000 11 000 23 000

MIS 0-5 years 25 17 000 11 000 31 000 6 15 000 11 000 21 000

MIS 5+ years 26 22 000 15 000 32 500 6 18 000 11 000 23 000

Workforce Mgt 0-5 years 22 17 000 11 000 32 500 6 16 000 11 000 23 000

Workforce Mgt 5+ years 23 25 000 13 000 42 500 6 16 000 11 000 25 000

IT 0-5 years 47 15 000 9 000 25 000 8 18 000 11 000 23 000

IT 5+ years 43 21 000 13 000 42 500 8 20 000 11 000 25 000


TM


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Temporary employed by company


Quality Assessor 0-5 yrs 9 13 000 9 000 21 000

Quality Assessor 5+ yrs 8 15 000 9 000 23 000

Trainer 0-5 years 10 12 000 9 000 20 000

Trainer 5+ years 9 15 000 9 000 23 000

Human Resources 0-5 yrs 8 12 000 9 000 21 000

Human Resources 5+ yrs 7 15 000 9 000 29 000

MIS 0-5 years 6 16 000 11 000 23 000

MIS 5+ years 5 17 000 11 000 23 000

Workforce Mgt 0-5 years 6 14 000 11 000 23 000

Workforce Mgt 5+ years 6 15 000 11 000 25 000

IT 0-5 years 8 14 000 9 000 23 000

IT 5+ years 8 19 000 9 000 25 000

Table. 52 - National Temporary employed by agency salaries

Highlights:

Fig. 41 (below) compares the national permanent salaries of Support Staff across the three employment types.

• In Fig. 41 (below), the HR and QA salaries reflect a similar pattern across permanent and temporary staff. Trainer salaries, however,

show a marked difference with permanent Trainers at both experience levels being paid significantly more. i.e. Permanent Trainers with

five or more years experience are paid up to 40% higher salaries than temporary staff employed by agencies.

Fig. 41 - Comparison of National Support Staff Salaries by employment type - Part 1


Human Resources 5 + years

Human Resources 0-5 years

Trainer 5 + years

Trainer 0-5 years

QA 5 + years

QA 0-5 years

Agency Temp

Company Temp

Permanent

0 - 5 000 10 000 15 000 20 000 25 000


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In Fig. 42 (below) - the second part of the comparison of national Support Staff salaries by employment type - you can see a clear

pattern of similarity between temporary and permanent salaries.

• Permanent salaries are generally higher, with the exception of WFM staff with more than five years experience who earn 56.3%

more than their temporary counterparts. These specialists are in short supply and that is reflected in their higher salary level.

Fig. 42 - Comparison of National Support Staff Salaries by employment type - Part 2

The following section (2.4.1 - 2.4.4) analyses median, minimum and maximum salaries of Contact Centre Support staff on national and

provincial level, by level of experience (</> 5 years), as well as temp vs. temp in the contact Centre /BPO Outsource industry in general.

2.4 Contact Centre Support Staff Salaries2.4.2 GautengTable. 53 - Gauteng Permanent and Temporary employed by company salaries





Trainer 0-5 years 25 19 000 13 000 27 000 5 13 000 9 000 21 000

Trainer 5+ years 25 21 000 15 000 32 500 6 14 000 9 000 23 000

Human Resources 0-5 yrs 27 19 000 11 000 31 000 6 17 000 11 000 23 000

Human Resources 5+ yrs 23 21 000 15 000 37 500 5 15 000 11 000 23 000

MIS 0-5 years 14 18 000 13 000 31 000 5 13 000 11 000 21 000

MIS 5+ years 15 25 000 15 000 32 500 5 17 000 11 000 23 000

Workforce Mgt 0-5 years 15 19 000 13 000 32 500 5 15 000 11 000 23 000

Workforce Mgt 5+ years 16 25 000 13 000 37 500 5 13 000 11 000 25 000

IT 0-5 years 30 16 000 12 000 26 000 6 17 000 11 000 23 000

IT 5+ years 26 22 000 15 000 31 000 6 21 000 11 000 25 000


IT 5 + years

IT 0-5 years

WFM 5 + years

WFM 0-5 years

MIS 5 + years

MIS 0-5 years

Agency Temp

Company Temp

Permanent

0 5 000 10 000 15 000 20 000 25 000 30 000

TM


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Temporary employed by agency




Trainer 0-5 years 10 12 000 9 000 20 000

Trainer 5+ years 9 15 000 9 000 23 000



MIS 0-5 years 5 13 000 11 000 21 000

MIS 5+ years 5 17 000 11 000 23 000



IT 0-5 years 8 14 000 9 000 23 000

IT 5+ years 8 19 000 9 000 25 000

Table. 54 - Gauteng Temporary employed by agency salaries

2.4 Contact Centre Support Staff Salaries2.4.3 Western Cape, KwaZulu-NatalTable. 55 - Western Cape, KwaZulu-Natal Permanent and Temporary salaries





Trainer 0-5 years 13 17 000 9 000 23 000 5 11 000 9 000 11 000

Trainer 5+ years 13 21 000 13 000 25 000 6 13 000 11 000 21 000

Human Resources 0-5 yrs 6 14 000 11 000 21 000 4

Human Resources 5+ yrs 7 19 000 9 000 31 000 4

MIS 0-5 years 7 13 000 11 000 23 000 3

MIS 5+ years 7 21 000 15 000 29 000 3

Workforce Mgt 0-5 years 2 4

Workforce Mgt 5+ years 2 4

IT 0-5 years 7 15 000 9 000 25 000 5 11 000 9 000 25 000

IT 5+ years 6 23 000 11 000 42 500 5 13 000 11 000 31 000

Highlights:

In Fig. 43 and Fig. 44 (below), when you compare national salaries for Support Staff against Gauteng and the Western Cape, Gauteng

salaries are equal to the national median in two job catefories but are markedly higher than national and Western Cape salaries in the

other four categories.



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Fig. 43 - Comparison of National Support Staff Salaries vs Gauteng & Western Cape - Part 1

Fig. 44 - Comparison of National Support Staff Salaries vs Gauteng & Western Cape - Part 2


Human Resources 5 + years

Human Resources 0-5 years

Trainer 5 + years

Trainer 0-5 years

QA 5 + years

QA 0-5 years

Western Cape

Gauteng

National

0 5 000 10 000 15 000 20 000 25 000

IT 5 + years

IT 0-5 years

WFM 5 + years

WFM 0-5 years

MIS 5 + years

MIS 0-5 years

Western Cape

Gauteng

National

0 5 000 10 000 15 000 20 000 25 000

TM


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2.4 Contact Centre Support Staff Salaries2.4.4 BPO OutsourcingTable. 56 - BPO Outsourcing Permanent salaries

Permanent




Trainer 0-5 years 16 14 000 9 000 19 000

Trainer 5+ years 17 17 000 11 000 23 000



MIS 0-5 years 7 13 000 11 000 27 000

MIS 5+ years 8 19 000 11 000 37 500



IT 0-5 years 10 15 000 9 000 23 000

IT 5+ years 11 21 000 11 000 31 000

Highlights:

• BPO Outsource permanent Support Staff salaries are significantly lower than the national median of R17, 000 while WFM specialists

show the highest variance – i.e. WFM specialists with less than five years experience are paid 35.3% less than the national median

salary.



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3 AN OUTLOOK ON SERVICES OFFERED BY RECRUITMENT AGENCIES

TM

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AN OUTLOOK ON SERVICES OFFERED BY RECRUITMENT AGENCIESSECTION III

3 An outlook on services offered by recruitment agencies

3.1 Outsourced Staffing Services (OSS)

Outsourced Staffing Providers recruit and manage large pools

of outsourced staff on behalf of their clients. These providers

offer a service to quickly supply both large and small numbers of

qualified professionals or personnel for short-term and long-term

requirements or projects, taking full accountability for the human

resource management of their sites.

3.2 Permanent Placement Services (PPS)

Permanent Placement Providers recruit permanent staff for their

clients. In order to do this competently, they usually offer a range

of services such as job profiling, sourcing, screening, historical

interviews, competency based interviews, job specific assessments,

competency based references, background verifications, culture

match and permanent job placements.

3.3 Field Service

Field Service Providers take on the task of providing clients with

personnel for short-term and long-term field marketing projects.

These providers handle the recruitment, training and deployment

of staff who are not office-based and have to cover large

geographical areas. Typically, such staff would be sales agents,

branding and merchandising agents, field marketers or members

of promotional teams.

3.4 Recruitment Process Outsourcing (RPO) service

Recruitment Process Outsourcing is a service where the provider

acts as the client’s internal recruitment function for a portion of,

or for all, its recruitment needs. This includes the management

of the entire recruiting/hiring process from job profiling through

to the on-boarding of the new hire - including staff, technology,

method and reporting.

3.5 Managed Service Providers (MSPs) service

Managed Service Providers (MSPs) manage the entire community

of recruitment suppliers for a client in order to fulfil their staffing

needs. MSPs serve as a single point of contact to access top quality

candidates from multiple suppliers who all use standardised terms

and commercials, aligned to the client’s requirements. MSPs also

provide a single source reporting system which gives their clients

an overview of their financial spend, supplier performance and

other financial metrics.

Fig. 45 - Staffing Services Use National

0

10

20

30

40

50

60

70

%ag

e

Outsourced Staffing Providers

Permanent Placement Providers

Field Service Providers

Recruitment ProcessOutsourcing

Managed ServiceProviders

Currently use %

25,3 43,2 16,5 18,6 11,9

Currently use + Would Consider %

42,5 57,3 27,0 33,1 22,5

Potential Increase 78 14,1 10,5 14,5 10,6

Other (no response, will not use)

95 42,7 73,0 66,9 77,5

80

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AN OUTLOOK ON SERVICES OFFERED BY RECRUITMENT AGENCIES

SECTION III

Highlights:

• The research indicates that there will be increased use of all recruitment services in the future with Outsourced Staffing Solutions

(OSS) use expected to increase by 17.2%. This is followed by Recruitment Process Outsourcing (RPO) at 14.5%. It is also interesting to

note the increasing uptake of the Managed Service Provider (MSP) service by 10.6%.

Fig. 46 - Staffing Services Use Gauteng

Highlights:

• The research indicates that in Gauteng, there will be an increased uptake of the RPO service by 15.9% and the OSS service by 12%

in the near future.

0

10,0

30,0

40,0

50,0

60,0

70,0

80,0

%ag

e






Gauteng Currently use %

32,6 47,9 22,9 23,7 16,9

Gauteng Currently use + Would Consider %

45,4 58,3 33,9 39,6 28,1

Gauteng Potential Increase

12,8 10,4 11,0 15,9 11,2

Gauteng Other (no response, will

not use)54,6 41,7 66,1 60,4 71,9

20,0

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Fig. 47 - Staffing Services Use Western Cape

Highlights:

• Western Cape responses showed a higher future uptake of OSS by 31.7% and Permanent Placement by 28.6%.

Fig. 48 - Staffing Services Use KwaZulu-Natal

AN OUTLOOK ON SERVICES OFFERED BY RECRUITMENT AGENCIESSECTION III

0

10,0

20,0

30,0

40,0

50,0

60,0

90,0

%ag

e






Western Cape Currently use %

22,0 43,9 12,2 17,1 14,6

Western Cape Currently use + Would Consider %

53,7 72,5 27,5 26,8 22,0

Western Cape Potential Increase

31,7 28,6 15,3 9,7 7,4

Western Cape Other (no response, will not use)

46,3 27,5 72,5 73,2 78,0

0

10,0

30,0

40,0

50,0

70,0

80,0

100,0

%ag

e






KZN Currently use %

12,5 40,6 8,3 10,4 1,0

KZN Currently use + Would Consider %

33,7 57,0 17,0 24,7 11,8

KZN Potential Increase 21,2 16,4 8,7 14,3 10,8

KZN Other (no response, will not use)

66,3 43,0 83,0 75,3 88,2

80,0

70,0

90,0

60,0

20,0


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Highlights:

• KwaZulu-Natal responses indicated a higher future uptake of OSS by 21.2%. Future usage of this service, at 33.7%, would represent

a treble increase over the current usage of 12.5%.

Fig. 49 - Staffing Services Use Other Provinces

Highlights:

• In Mpumalanga, North West, Northern Cape, Free State, Eastern Cape and Limpopo the trend is seen as similar to that of KwaZulu-

Natal, with OSS uptake increasing by 18.2% and Permanent Placement services increasing by 14.7%.

AN OUTLOOK ON SERVICES OFFERED BY RECRUITMENT AGENCIES

SECTION III

0

10,0

20,0

30,0

40,0

50,0

100,0

%ag

e






OTHER Prov Currently use %

17,4 23,9 4,3 10,9 6,5

OTHER Prov Currently use + Would Consider %

35,6 38,6 11,4 22,7 15,9

OTHER Prov Potential Increase

18,2 14,7 7,1 11,8 9,4

OTHER Prov Other (no response, will not use)

66,4 61,4 88,6 77,3 84,1

90,0

80,0

70,0

60,0

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4 QUEST’S PICK OF THE KEY STAFFING AND RECRUITMENT TRENDS FOR 2014/15

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4.1 EMPLOYER TRENDSSkills shortages, new individualised working arrangements, the

increasing importance of social media and the employment

brand of a company have had an impact on talent access and

acquisition worldwide. In order to compete for the very best

talent in a particular industry, companies are upping the ante and

incorporating innovation, social media, marketing and adopting

global approaches to their recruiting strategy. Now, more than

ever, employers need to keep up-to-date with a continuously

growing number of recruitment trends to remain competitive.

1. Increasing uptake of Recruitment Process Outsourcing

(RPO)

In South Africa, Recruitment Process Outsourcing (RPO) is

fast becoming a popular staffing model with organisations

outsourcing part - or all - of their recruitment process. This trend

comes as a result of the need for companies to focus on their

core business practices and generating revenue while sparing

them the hassles resulting from a lack of resources, time and the

operational costs associated with in-house recruiting. Because

recruitment professionals have more experience in the field and

talent market, outsourcing this responsibility not only translates

into cost and time savings but also into higher quality hires.

2. Managed Service Provider (MSP) and Vendor Management

System (VMS) use on the rise in South Africa

Given the reality of companies - often large corporates - using

multiple service providers, the use of Managed Service Providers

(MSPs) has become a growing trend. MSPs are experienced

staffing firms who take on the primary responsibility of managing

clients’ outsourced workforce programmes and their many service

providers. MSPs are responsible for programme management,

reporting and tracking, supplier selection and management, order

distribution and consolidated billing - all of which are enabled

through a Vendor Management System (VMS). Companies that

make use of MSP services experience increased efficiencies and

a significant return on investment arising from simplified staffing

requisition with a centralised point of contact.

3. Statement of Work (SOW) for well-defined projects

A statement of work (SOW) is a formal document which lists

the detailed requirements, pricing and standard regulatory and

governance terms and conditions which a vendor needs to

abide by for a client specified project. SOW contracting provides

companies with greater opportunities for cost containment and

shifting cost risks away from employers, it is therefore likely to

grow in popularity.

4. Using a blend of staffing models

Companies are increasingly using a blend of staffing models -

which include full time employees, contractors, telecommuters

and freelancers - in order to ensure the most cost and time

effective result. However, the growth of this trend increases the

complexity of management and therefore translates into a need

for companies to learn how to manage hiring in a consistent and

focused manner. A solution to this is the use of the Managed

Service Provider (MSP) model.

5. A temporary workforce becoming a permanent corporate

strategy

Temporary recruitment has reached an all time high in terms

of penetrating the labour market and staffing providers are

increasingly providing staffing models which align with their

clients’ needs in this regard. According to research conducted

by Adcorp in 2014, 3.9 million workers representing 29% of

total employment in South Africa are temporary in nature. The

increasing popularity of this trend is likely to continue into 2015.

6. Bring You Own Device (BYOD)

The emerging trend of ‘bring your own device’ (BYOD) is an

IT policy whereby employees are allowed or encouraged to

use their personal mobile devices and notebook PCs to access

company data and systems. According to a global survey of Chief

Information Officers (CIOs) by USA based Gartner Inc, 38% of

companies expect to discontinue providing devices to workers

by 2016. Countries and industries which have adopted BYOD

have reported an increase in productivity, innovation, employee

satisfaction and potential cost savings. This is because employees

are more comfortable with their personal devices.

7. Made-to-order employment relationships

An increase in the adoption of remote working has resulted in

the emerging trend of ‘made-to-order’ employment relationships,

personified by individualised arrangements such as flexi-hours or

telecommuting - where employees work from home for an agreed

number of days or hours per week. The uptake of this trend, in all

its individualised forms, has resulted in a motivated and engaged

workforce as employees find these arrangements less stressful.

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8. Use of an ‘in the same box’ workforce

Innovative providers of contingent staffing are increasingly

finding creative ways to source affordable labour with niche

knowledge and/or specialised skills. An example of this ‘in the

same box’ workforce is Miramar Arise Virtual Solutions in the US,

which selected independent contractor call centre representatives

partially on the basis of their health status. Miramar CEO, John

Meyer, reports having independent agents with diabetes working

as contractors in their network of call centres to sell to diabetics.

9. Increasing focus on candidate experience

Improving the ‘candidate experience’ is increasingly becoming a

significant factor in the recruitment process. The trend of providing

positive candidate experiences is partially motivated by the increase

in social spaces and mobile platforms for recruitment. A positive

candidate experience allows recruiters the opportunity to forge

relationships which may be useful for future talent pipelines. On

the other hand, a weak candidate experience can easily damage

a recruiter’s reputation. Recruiters can attempt to ensure great

candidate experiences through efforts in personalising processes

and making them accessible and enjoyable to more than 70%

of candidates they are in contact with. Now – more than ever –

recruiters will shift toward using tools like “manage the candidate

experience” to measure and continuously improve the recruiting

and interview process.

10. Mobile recruiting

Despite the lack of access to communication technology in

terms of desktop and mobile computers in South Africa, almost

everyone has a cellular phone and as a result, mobile recruitment

has become an emerging trend with many job portals having

already embraced the mobile recruitment space. Mobile

platforms enable direct and instant application for jobs from

mobile phones. According to the Deloitte Global Human Capital

Trends Report 2014, nearly 45% of job candidates now apply for

jobs on mobile devices and by 2018, 50% of the workforce will

be millennials aged 24 to 34 who are engaged with social and

mobile technology.

11. Online assessments in the selection of candidates

Advances in technology and the decreasing cost of technical

knowledge and skill assessment options have resulted in the

development of new and innovative assessment methods. An

example of such a method includes the increasingly popular online

assessment. Online assessments reduce unnecessary interviews

and can dramatically improve the quality of hire. Employers

can also cross-check applications against online information for

candidates under consideration for interview. Many recruiters

have begun viewing potential candidates’ Facebook, Twitter and

other social media profiles before they even think of interviewing

or hiring them. This growing trend of online assessments means

that candidates need to be more actively engaged so as not to

miss opportunities. A rounded LinkedIn profile, an insightful blog

and an active Twitter presence all add strongly to a candidate’s

chances of reaching the interview stage.

12. Social media recruiting

The social media space has opened up a new platform for

sourcing candidates via the internet and is a trend which is likely

to increase in popularity. Proactive companies have therefore

already begun seeking the assistance of specialist firms to help

them create an online presence that enables them to attract

both candidates and clients. The amount of information given

by candidates on social platforms enables recruiters to market

to potential candidates who are right for the job instead of

receiving thousands of CV’s – ultimately saving what is often a

massive amount of time. Employers are increasingly considering

candidates’ ‘digital footprints’ in their hiring decisions.

13. Increasing social integration

The use of the social media has led to an increase in social

integration and an emerging trend of job seekers applying

for positions at companies recommended by their peers.

Recommendations from friends are increasingly carrying weight

online and in real life. The emergence of this trend has resulted

in the need for companies to join the conversation and create

a Facebook page and Twitter profile. As with individuals, there

is also a need for companies to maintain a clean online digital

footprint projecting a positive, professional and fun image on

their websites and social media profiles.

14. Video interviewing

The traditional interview is still one of the major selection

methods for recruitment but recruiters are fast adopting a new

outlook on this method both in terms of the medium through

which interviews are conducted and the manner in which they are

conducted. The trend of video interviewing/virtual interviewing

has been adopted across the globe but is, to a large extent, still in

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its infancy in South Africa. According to US based Hogan (2014),

video job descriptions, video interviewing and ‘day-in-the-life’

videos are utilised by 60% of companies and video interviewing

has grown by 49% in the last two years.

15. Personal branding gets you the job

The personal branding of candidates is likely to play a bigger

role in employers’ decisions in terms of which candidate gets the

job. Every individual can be seen as their own personal brand

ambassador and when combined with a clean digital footprint, is

increasingly becoming a deciding factor considered by employers

when hiring candidates. When candidates put a lot of effort

into building their personal brand, they stand out from the rest.

Personal branding communicates that a candidate has both

dedication and passion for what they do.

16. Employee off-boarding is increasingly critical for

maintaining a company’s brand

A well off-boarded employee is unlikely to say anything negative

about the company and its brand and therefore helps maintain the

company’s attractiveness in the market. To reduce risk exposure,

the off-boarding process should be applied consistently to all

types of employee separations and has, to a large extent, become

possible through the use of off-boarding technology. Going

forward, there is likely to be increased focus on how employees

are transitioned out of a company instead of primarily on how

they are hired. This may also have implications for future hires.

17. Big Data for predictive metrics, better hiring and

branding decisions

Organisations have begun identifying hundreds of top performers

in various industries who are not currently looking for a job (the

so-called ‘passives’) using external ‘Big Data’. These advanced

metric developments are a result of the established trend of

shifting recruiting toward a data-supported decision model.

Predictive metrics and the use of Big Data have therefore moved

from being interesting to essential in driving real decision making.

Companies which sell data, tools and analytics services have also

emerged to help companies assess, analyse and improve the

recruiting process.

18. Hiring candidates without degrees or standard

credentials

An emerging trend for the future appears to be one where

employers value experience over academic excellence. Although

a top-end qualification always counts, it is no longer the be-

all and end-all in the selection and hiring of candidates. While

some positions absolutely require a degree, there are others for

which the merits of a specialised degree are debatable. Major

international companies like Google and Facebook have already

had notable success with hiring individuals regardless of their

degree status.

19. Employers are looking for heart, brain and brawn

An emerging trend of the future is towards recognising a

prospective employees’ passion for their chosen profession. As a

result of this shift towards a need for a candidate’s ‘heart to be in

it’, strengths-based interviews are taking over from competency-

based interviews. The reasoning behind this is that strengths are

judged to engage enthusiasm which typically leads to higher

performance than that flowing purely from competencies.

In essence, companies of the future will focus on building the

perfect employee instead of waiting for one.

20. A barrage of new assessment science

The science of human assessment will never stand still. The Myer-

Briggs and hundreds of other personality and skills assessments

have been around for decades. Today, driven largely by the power

of ‘the cloud’, there seem to be an explosion of new assessment

tools and the market is growing with new providers who not only

provide validated tests but also collect employee performance

data to provide real-time feedback on the tests themselves.

21. Building an end-to-end talent brand

A company’s real employment brand walks out the door every

evening, talking with their friends, posting information on

Facebook and possibly complaining about your company – this

employment brand starts and ends with a company’s employees.

In order to recruit the right employees for a company, recruiters

are increasingly working directly with the Senior Vice President

of Marketing to create a research-based, authentic employment

brand and promote it on the front page of the company website.

A modern talent brand is highly specific, authentic and narrow

and therefore attracts only the right people who can identify with

a company in relation to this.

22. Competitive analysis is still not standard practice

Although recruiting is a competition of who can get the best

candidate in a particular industry, most recruiting is almost 100%

internally focused. The recruiting function will eventually have


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to develop ways of tracking and countering competitors’ major

recruiting and employer branding moves. Firms will therefore

eventually begin to “map” their future talent pipeline. More firms

will also eventually learn to use professional learning communities

as talent pools, while others will use pre-need employee referrals to

develop this talent pipeline based on employee recommendations.

4.2 EMPLOYEE TRENDS Recruitment is ultimately a competition to find and recruit the

best talent in a particular industry. To attract top candidates, it is

crucial for employers to understand which attributes motivate and

inspire potential employees to invest their talent in a company.

Although people are attracted to a company for different reasons,

here are some of the common attributes candidates look for in a

new employer:

1. Company reputation and brand

The most popular companies to work for – like Google (number

one in Fortune: 100 Best companies to work for 2014) - have

strong brand recognition and a reputation for excellence in the

market and this makes them attractive to young, ambitious job

seekers. However, candidates may not rely solely on what the

company has to say about itself and its journey and choose to

dig deeper to gain insight on what it is really like to work for the

company. The most cost effective method of employer branding,

by far, is word-of-mouth and the most powerful word-of-mouth

testimonials come from a company’s current workforce. Whether

a company’s employees are brand ambassadors or critics could

therefore mean the difference between a company recruiting top

talent, or not.

2. Positive working environment and being part of a team

For current and potential employees alike, feeling as though they

are (or will be) part of a team and contribute to the ‘bigger picture’

creates a sense of pride in their work and in the organisation as a

whole. Creating a positive work environment, in which a candidate

wants to work and be a part of ‘the team’, relies on a variety

of factors. These include: the look and feel of the company; the

morale of current employees; inclusion of employees in decision

making; and the company’s efforts in organising team building

and staff networking get-togethers to motivate staff or celebrate

accomplishments.

What makes a company an attractive place to work? A poll

conducted by Bayt.com found that 90% of respondents were

attracted to companies that offer supportive and great work

environments. 70% of respondents also noted that they would

only work for a company they were proud of.

3. Strong and effective leadership

For some, a leadership role is the route to power or a means to

intimidate critics and indulge supporters. However, this is not the

leadership style that attracts candidates who want to grow their

careers. These candidates want to work for leaders - not managers

- who are successful and have built a name for themselves in

their industry. Because success breeds success, candidates want

to work for successful people who recognise their potential to

grow and follow the same path.

Leaders who take the time to mentor their employees, encourage

them and make partners out of them are likely to see their

company benefit in terms of the calibre of talent it attracts.

Business advisory company, McKinsey and Co, asked top

candidates what they look for when deciding which company to

join and stay with. The answer: a great company and a great job.

The candidates added that they would choose to leave if they

got bored - mentoring can provide growth challenges and retain

talented employees.



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4. Responsibility

When employees take ownership of their work they not only

hold themselves accountable for delivering on time but also take

pride in completing each task to the best of their ability. Control

of their work inspires motivation to impact decisions; set clear

and measurable goals; and accept recognition for achievement or

discipline for failure.

Young, ambitious job seekers are eager to prove their capabilities

and allowing them the responsibility to be accountable for their

own tasks not only attracts top talent but produces high quality

results for a company’s bottom line.

5. Fair pay

Fair pay is the cornerstone of a successful company that recruits

and retains committed workers. Without a fair living wage,

a company is at risk of losing its best current and potential

employees to a better-paying employer.

Recent research from Watson Wyatt Worldwide in The Human

Capital Edge: 21 People Management Practices Your Company

Must Implement (or Avoid) to Maximize Shareholder Value,

highlights that for a company to attract the best employees, it

needs to pay more than its average-paying counterparts in the

marketplace. Money talks and ultimately provides basic motivation

for candidates to choose a company over its competitors.

The latest Global Workforce Study by consultancy Towers

Watson, which surveyed 32 000 employees, found that only 42%

of respondents believe they are paid fairly.

6. Employee benefits

Whether a company subsidises its employees medical aid or

retirement plan, distributes company shares amongst employees,

offers them a company car or gives them a monthly petrol

allowance – much like fair pay - can mean the difference between

top candidates choosing to join a company over its competitors.

While going without benefits may boost a company’s bottom line

in the short-term, this philosophy may work against a company

in the long run. A company who gives its employees the benefits

they value will notice positive results - the most important of

which is the growth of a satisfied and committed workforce who

miss fewer workdays and are less likely to quit.

7. Well communicated prospect of career growth – internally

For high achieving and ambitious candidates, the opportunity to

develop both personally and professionally within an organisation

is a crucial factor for job satisfaction. These candidates want to

invest their talent in a company that can help them further their

career and expand their existing skill-set.

For many candidates, career opportunities are just as important

as the money they make. In a study by Linkage Inc. more than

40% of respondents said they would consider leaving their

present employer for another job with the same benefits if that

job provided better career development and greater challenges.

To lower the risk of losing current and potential employees to

competitors, companies should ensure that every position has an

individual development plan relating to the organisation’s over-all

succession plan.

8. Skills development and training

Just as the prospect of career growth is important for candidates

looking to join an organisation, the opportunity for growth and

development through further education and training is a major

pull factor for ambitious candidates who want to grow their

careers.

Companies who offer their employees the opportunity to further

their education and keep up-to-date on industry developments

through continuous training and ‘refresher’ courses are therefore

set apart from their competitors.

9. Flexible work hours

Having a choice of where and/or when an employee works makes

a huge difference to his/her overall happiness and wellbeing.

Flexible working arrangements helps cut down on the stress of

a long commute, allows the silence to concentrate, frees up time

to cook and care for a family or simply helps get employees home

earlier.

According to research by global workspace provider Regus,

49% of respondents believe that offering flexible working

arrangements gives organisations a recruitment advantage,

with 68% citing that it is increasingly demanded by prospective

employees. Furthermore, 90% of respondents said that offering


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flexible working arrangements is an effective way of improving

employee morale and helping staff to achieve a better work-life

balance.

According to a report by WorldatWork: Survey on Workplace

Flexibility 2013, in addition to the growing prevalence of a

flexibility culture within organisations, the survey found that

the degree of workplace flexibility culture in place at a company

correlates to employee motivation, engagement, satisfaction and

turnover.

10. Individualisation

Each and every candidate and employee has their own specific

strengths, weaknesses, likes, dislikes and things that motivate

them to perform to the best of their ability. They do not want to

feel like they are ‘just a number’ within an organisation.

Companies who instinctively observe each person’s style, each

person’s motivation, how each person thinks and how they build

relationships stand out as companies who take the time to not

only get to know employees but use this understanding in day-

to-day engagement.

In addition, company management who keenly observe the

strengths of their employees (current and potential) can draw out

the best in each person and helps build productive teams.



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5 ABOUT QUEST

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5.1 ABOUT QUEST

Quest Staffing Solutions (Pty) Ltd is South Africa’s leading staffing solutions company within the white-collar recruitment industry. Our Full Circle Staffing Solutions Company (FCS² ™) model has been defined and redefined for more than 40 years and is today, the most comprehesive in the industry. Our services offering include, Field Marketing, Managed Services Provider (MSP), Outsourced Staffing Solutions (OSS), Permanent Placement Solutions (PPS), Recruitment Process Outsourcing (RPO) and Specialised Staffing Projects services.

Established in 1974, we have provided clients with our 360º (holistic and strategic) approach to staffing solutions. We at Quest have proved our capabilities in the South African staffing industry through the successful attraction, selection, deployment and management of thousands of candidates in the market.

As part of Adcorp Holdings Limited, South Africa’s leading provider of staffing, human capital management and business process outsourcing services, Quest has access to financial resources, leading IT and information systems and sound corporate governance. A Level 2 BBBEE contributor company with 64.87% black ownership and 30.42% black female ownership. Quest has a vision to be the undisputed African leader in strategic staffing solutions.

Call us for all your staffing solutions: www.quest.co.za

Contact information: [email protected]

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BRANCHES

Bloemfontein: +27 51 447 7618Cape Town: +27 21 413 4700Durban: +27 31 279 9000East London: +27 43 726 2523Johannesburg (HO): +27 11 628 0300Mbombela: +27 13 752 2819Polokwane: +27 15 291 1794Port Elizabeth: +27 41 373 1183Pretoria: +27 12 423 6600Strings: +27 11 815 3196

www.quest.co.za

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