Working as a call centre agent in South Africa has become a popular career choice, particularly for those entering the workforce and looking to build a career in customer service or sales. But what can you expect to earn?
This article provides a comprehensive overview of the average call centre salary in South Africa, examines the impact of commission on total earnings, and highlights some of the top companies in the industry.
What is the Average Call Centre Salary in South Africa
The average call centre salary in South Africa depends on a number of factors, including location, experience level, and whether commissions are included.
As of September 2024, the average base salary for a call centre representative in South Africa is R 6,002 per month. However, the salary can vary widely depending on where you work and your role within the company.
For a clearer picture, here’s a summary of the average monthly salaries reported across several major South African cities:
- Brooklyn, Gauteng: R 12,929
- Century City, Western Cape: R 7,568
- Pretoria, Gauteng: R 7,329
- Port Elizabeth, Eastern Cape: R 7,163
- Cape Town, Western Cape: R 7,046
- Soutrivier, Western Cape: R 6,796
- Parktown, Gauteng: R 6,676
- Johannesburg, Gauteng: R 5,815
- Randburg, Gauteng: R 5,213
The data above shows that the average call centre salary varies significantly by location, with cities like Brooklyn, Gauteng offering almost double the average earnings compared to Randburg, Gauteng.
Call Centre Salary With and Without Commission
In the call centre industry, many agents receive commissions in addition to their base salaries. When working without commission, the average call centre salary for an entry-level position typically starts at around R 5,000 to R 6,500 per month. This can increase based on the agent’s experience and performance.
With commissions included, the average call centre salary can range from R 8,000 to R 15,000 or more per month. In sales-driven environments, commissions can significantly boost overall income, allowing agents to earn considerably more than their base pay.
How Call Centre Commissions Are Calculated
Commissions are a major factor that can enhance the average call centre salary. The method used to calculate commissions can vary between companies, but some common models include:
- Performance-Based Commission: Agents earn a commission based on meeting or exceeding performance targets. These targets can include call volumes, successful resolutions, or customer satisfaction scores.
- Percentage of Sales: This is common in sales-focused call centres. Agents earn a percentage of the sales they make. For example, if an agent secures a sale worth R 10,000 and the commission rate is 5%, they would earn an additional R 500 on top of their base salary.
- Tiered Commission Structures: In a tiered structure, the percentage of commission increases as agents achieve higher sales targets. For example:
- 1% commission for sales up to R 10,000.
- 3% commission for sales between R 10,001 and R 20,000.
- 5% commission for sales above R 20,000.
- Team-Based Commission: Some companies offer commissions based on the collective performance of a team, encouraging teamwork and collaboration among agents.
- Bonuses: In addition to commissions, some companies offer bonuses for surpassing targets or achieving exceptional customer service outcomes.
How Much Do Call Centre Agents Make with Commission?
If we consider commission, the average call centre salary can increase significantly. In some companies, agents can earn double or triple their base salary through commissions. For instance, agents in sales-focused call centres have reported monthly earnings as high as R 15,000 to R 20,000 when commissions are included.
Factors That Influence the Average Call Centre Salary
The average call centre salary is influenced by several factors, including:
- Location: As shown earlier, some cities offer higher salaries than others. Brooklyn, Gauteng, for example, has some of the highest average salaries for call centre agents in South Africa.
- Experience Level: Entry-level agents generally earn less than those with several years of experience. Supervisors and managers typically have a much higher average call centre salary.
- Type of Call Centre: Sales-focused call centres usually offer higher salaries and commission structures compared to customer support or technical assistance centres.
- Company Size: Larger companies often have more structured salary and commission plans, along with additional benefits like medical aid, pension funds, and career development opportunities.
Read More: How to Build a Strong Personal Brand for Your Job Search
Top Call Centre Companies in South Africa
Here are some of the top call centre companies known for offering competitive salaries and commission structures:
- Merchants: A leader in the Business Process Outsourcing (BPO) industry, Merchants offers services to sectors such as telecommunications and financial services. They are known for their structured commission plans and career development opportunities.
- iContact BPO: With a focus on customer support, sales, and retention, iContact BPO has a strong presence in Gauteng and the Western Cape, offering competitive salaries and commission structures.
- CCI Call Centres: Based in Durban, CCI specializes in sales-driven call centre operations, and agents often earn substantial commissions.
- WNS Global Services: Operating in Cape Town and Johannesburg, WNS provides outsourcing solutions that include customer support, finance, and analytics, with a good mix of base salary and performance bonuses.
- Capita South Africa: A major player in the South African call centre industry, Capita offers services across a range of sectors, including finance, healthcare, and retail.
Maximizing Your Call Centre Earnings
If you’re looking to boost your earnings as a call centre agent, consider the following strategies:
- Target Companies with High Commission Structures: Choose call centres that offer attractive commission plans. Sales-focused companies generally have higher commission rates.
- Choose High-Paying Locations: If possible, consider working in cities like Brooklyn or Century City, where the average call centre salary is significantly higher compared to other regions.
- Enhance Your Skills: Developing strong sales and communication skills can help you achieve and exceed targets, thereby increasing your commission earnings.
- Pursue Promotions: Seek additional roles and responsibilities within the call centre, such as team leader or supervisor, which usually come with higher salaries and bonuses.
- Leverage Team-Based Commissions: If your call centre offers team-based commissions, actively contribute to team goals to ensure that you maximize your share of the commission.
Read More: Unfair Working Conditions? Here’s How to File a Report
The average call centre salary in South Africa is around R 6,002 per month, but this figure can increase significantly with commissions. The salary varies depending on factors like location, experience, and the type of call centre. Sales-focused centres typically offer the highest commissions, while customer service roles might have lower earning potential.
By choosing the right company and location, and developing the necessary skills, call centre agents can increase their earnings and build a rewarding career.