> Compensation & HR
Compensation & HR
Technical Support Salary Survey
The ASP's annual salary survey tracks pay trends for seven
categories of support employee-senior support executive,
department manager, analyst/project manager, senior support
technician, field support technician, support technician, and
customer service rep. Data is broken out by skill level,
company size, organization size, and product price.
Tech Support Turnover Rates
Benchmarking data on employee departures for various sizes of
organization and experience levels.
Tech Support Reporting Channels
Prevailing org chart models for support organizations.
Tech Support Cost Ratios Survey
Benchmark data for revenue and headcount ratios, labor and
overhead costs, productivity, escalation, fee-based support,
and other useful metrics.
Training Salary Survey
Compensation benchmarks for instructor/trainers and content
Technical Support Training Metrics
Benchmarks and guidance for best practices in in-house
Doing More With Less
Advice from support managers and other experts on how to
improve efficiency and cut costs.
After-Hours Support Compensation
On-site and off-site compensation models and trends, based
on data from 296 support organizations.
Certification and Support Salaries
Is passing a certification exam a sure-fire way to get a raise?
Not according to an ASP survey of company pay and promotion
complimentary Open House hours
Kilton, principal, RWK Enterprises
Taylor, president & CEO, The Taylor Reach
Tourniaire, principal, FT Works
and Minuses of Variable Pay
Ways to align pay with performance.
Survey data from a well-regarded employee satisfaction survey.
Print Your Own Money
Cold cash is always a great incentive. But sometimes fake money
works even better.
ASP members rank the best avenues for finding new
The Cost of Turnover
A checklist of items to include when calculating the cost of
turnover in any organization.
Tools or Talent? What to Look for in a Technical
The essential qualities of a "good" writer, and how to spot
them in your potential hires.
Recruiting: Are You Hiring Charm or
Tips from an executive recruiter on interviewing, reference
checks and hiring the best candidate.
Tech Support Teamwork
Six tested methods for creating a more tightly-knit support
How to Motivate Middle Managers
Managers need a supportive work environment as much as the
people they manage.
Management Tips From The Experts
Practical and non-textbook tips for improving productivity,
customer satisfaction, morale, team building, recruiting,
career development, budgeting and forecasting.
E-Mail writing standards
"A few of our support reps have real problems writing a grammatical
English sentence. They insist that e-mail is a 'different medium,'
so punctuation and spelling aren't important. Who's right?"
"My support staff performs lots of different tasks during the day,
some of which take just a few minutes. I'd like to figure out how to
allocate their time on average, but I can't walk around with a
stopwatch and they probably won't fill out time sheets accurately.
Best Metrics for Employee
"I took over a group of support agents who had been given
bonuses and raises for reasons that seem to have no basis in
their actual performance. I'd like to define one or two really
good personal performance metrics, but I'm not sure what they
should be. Any suggestions?"
"Our field engineers and trainers travel approximately 75%
and typically leave and return the same week. What type of
compensation, if any, should we extend if we change our
model and have the engineers spend the weekend at a
location so they can be there the following week to finish
Overtime rules for support
"We think we're in compliance with the new rules that govern
exempt and non-exempt employee pay, but all the guidelines
we've found are very general and full of 'it depends'
answers. Has anyone found a simple, clear statement
(specifically about tech support employees) that we can show
to top management?"
"I've spent my whole career in customer support jobs at several
software companies, but lately I've been considering a
better-paid job as a corporate help desk manager. However, a
friend says people from the end-user help desk world almost
never get hired for responsible support jobs in software
companies. Am I making a dumb career move?"
What's the right basis for an incentive
"Our CEO is firm believer in incentives and wants me to set up
a rewards system for our support reps. However, I'm concerned
about creating incentives for the wrong behavior. Any thoughts
about what we should try to reward?"
Alpharetta, GA 30022; 770/641-5400.
Salary and benefits surveys, other HR benchmarking data.
Mountain View, CA 94043; 650/316-7500.
Matching service for free-lance programmers, marketers,
many other jobs.
New York, NY 10018; 212/931-1900.
Matching service for free-lance service techs and installers.
Waltham, MA 02451; 866/725-2791.
Research, articles, zip-code-level salary estimates.
Vancouver, WA 98662; 877/799-3427.
Salary data, global comparisons, cost-of-living calculators,
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The Art of Software Support
Françoise Tourniaire and Richard Farrell
Click image for details.
The Ultimate Customer Support Executive
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Help Desk Practitioner's Handbook
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