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ASPonline.com
> Resources
> Compensation & HR |
Compensation & HR
REPORTS
Technical Support Salary Survey
(2008)
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
(2006)
Benchmarking data on employee departures for various sizes of
organization and experience levels.
Tech Support Reporting Channels
(2005)
Prevailing org chart models for support organizations.
Tech Support Cost Ratios Survey
(2004)
Benchmark data for revenue and headcount ratios, labor and
overhead costs, productivity, escalation, fee-based support,
and other useful metrics.
Training Salary Survey
(2004)
Compensation benchmarks for instructor/trainers and content
developers.
Technical Support Training Metrics
(2003)
Benchmarks and guidance for best practices in in-house
training.
Doing More With Less
(2003)
Advice from support managers and other experts on how to
improve efficiency and cut costs.
After-Hours Support Compensation
(2001)
On-site and off-site compensation models and trends, based
on data from 296 support organizations.
Certification and Support Salaries
(2001)
Is passing a certification exam a sure-fire way to get a raise?
Not according to an ASP survey of company pay and promotion
practices. [FREE]
EXPERTS
 Indicates
complimentary Open House hours
Rick
Kilton, principal, RWK Enterprises
Colin
Taylor, president & CEO, The Taylor Reach
Group
Françoise
Tourniaire, principal, FT Works
LIBRARY
Employee Satisfaction
Trends
Survey data from a well-regarded employee satisfaction survey.
Print Your Own Money
(Michael Blakley)
Cold cash is always a great incentive. But sometimes fake money
works even better.
Interview Tactics
(Tom Cuthbertson)
How do you screen candidates for jobs in smaller support
organizations? Some well-tested tips.
Recruiting Sources
(ASP)
ASP members rank the best avenues for finding new
employees.
The Cost of Turnover
(Bill Bliss)
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
Writer
(Jack Molisani)
The essential qualities of a "good" writer, and how to spot
them in your potential hires.
Recruiting: Are You Hiring Charm or
Competence?
(Harvey Widger)
Tips from an executive recruiter on interviewing, reference
checks and hiring the best candidate.
Tech Support Teamwork
(John Gniadek)
Six tested methods for creating a more tightly-knit support
team.
How to Motivate Middle Managers
(Mia Melanson)
Managers need a supportive work environment as much as the
people they manage.
Management Tips From The Experts
(ASP)
Practical and non-textbook tips for improving productivity,
customer satisfaction, morale, team building, recruiting,
career development, budgeting and forecasting.
FORUM POSTINGS
Best Metrics for Employee
Performance?
"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?"
On-site weekend
compensation
"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
the implementation?"
Overtime rules for support
employees
"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?"
Career advice?
"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
plan?
"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?"
USEFUL LINKS
[Recommendations welcome]
Culpepper,
Alpharetta, GA 30022; 770/641-5400.
Web: www.culpepper.com.
Salary and benefits surveys, other HR benchmarking data.
eLance,
Mountain View, CA 94043; 650/316-7500.
Web: www.elance.com.
Matching service for free-lance programmers, marketers,
many other jobs.
OnForce,
New York, NY 10018; 212/931-1900.
Web: www.onforce.com.
Matching service for free-lance service techs and installers.
Salary.com,
Waltham, MA 02451; 866/725-2791.
Web: www.salary.com.
Research, articles, zip-code-level salary estimates.
SalaryExpert.com,
Vancouver, WA 98662; 877/799-3427.
Web: www.salaryexpert.com.
Salary data, global comparisons, cost-of-living calculators,
etc.
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The Art of Software Support
Françoise Tourniaire and Richard Farrell
Click image for details.
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The Ultimate Customer Support Executive
Phil Verghis
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Help Desk Practitioner's Handbook
Barbara Czegel
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