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Customer Service and Call Center Average Salaries in Zambia 2020

How much money does a person working in Customer Service and Call Center make in Zambia?


Average Monthly Salary
4,060 ZMK
( 48,800 ZMK yearly)

LOW
1,610
ZMK
AVERAGE
4,060
ZMK
HIGH
8,930
ZMK

A person working in Customer Service and Call Center in Zambia typically earns around 4,060 ZMK per month. Salaries range from 1,610 ZMK (lowest average) to 8,930 ZMK (highest average, actual maximum salary is higher).

This is the average monthly salary including housing, transport, and other benefits. Salaries vary drastically between different Customer Service and Call Center careers. If you are interested in the salary of a particular job, see below for salaries for specific job titles.

Salaries for specific jobs

Job TitleAverage Salary
Business Support Specialist3,720 ZMK
Call Center Advisor2,940 ZMK
Call Center Manager7,540 ZMK
Call Center Quality Analyst4,550 ZMK
Call Center Representative2,150 ZMK
Call Center Scheduler2,600 ZMK
Call Center Scheduling Manager3,920 ZMK
Call Center Supervisor3,140 ZMK
Call Center Team Leader3,790 ZMK
Client Engagement Specialest4,220 ZMK
Client Executive3,280 ZMK
Client Liaison Officer2,080 ZMK
Client Relations Manager8,310 ZMK
Client Service Analyst4,790 ZMK
Client Service Representative2,260 ZMK
Client Strategy Specialist4,610 ZMK
Contracts Specialist3,760 ZMK
Customer Care Representative2,360 ZMK
Customer Experience Analyst2,820 ZMK
Customer Experience Manager7,810 ZMK
Customer Experience Specialist5,230 ZMK
Customer Fulfillment Specialist4,500 ZMK
Customer Insights Analyst4,920 ZMK
Customer Problem Manager4,740 ZMK
Customer Service Advisor4,790 ZMK
Customer Service Associate2,150 ZMK
Customer Service Executive5,350 ZMK
Customer Service Manager8,200 ZMK
Customer Service Officer2,240 ZMK
Customer Service Representative2,190 ZMK
Customer Service Supervisor3,620 ZMK
Customer Service Team Leader5,120 ZMK
Customer Service Trainer3,970 ZMK
Customer Success Manager7,540 ZMK
Customer Success Specialist4,890 ZMK
Dispute Resolution Specialist3,930 ZMK
Guest Service Agent1,760 ZMK
Inbound Sales Representative2,180 ZMK
Internet Banking Supervisor7,000 ZMK
Logistics Coordinator2,490 ZMK
Operations Support Manager6,530 ZMK
Real Time Analyst4,520 ZMK
Regional Account Manager7,860 ZMK
Service Delivery Manager7,620 ZMK
Service Writer1,920 ZMK
Sourcing Assistant1,690 ZMK
Telephone Operator1,670 ZMK
Vendor Administration Specialist2,990 ZMK
Workforce Manager4,940 ZMK

Customer Service and Call Center Jobs Salary Distribution in Zambia

Median and salary distribution monthly Zambia Customer Service and Call Center
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The median, the maximum, the minimum, and the range

  • Salary Range

    Customer Service and Call Center salaries in Zambia range from 1,610 ZMK per month (minimum average salary) to 8,930 ZMK per month (maximum average salary, actual maximum is higher).

  • Median Salary

    The median salary is 4,310 ZMK per month, which means that half (50%) of people working in Customer Service and Call Center are earning less than 4,310 ZMK while the other half are earning more than 4,310 ZMK. The median represents the middle salary value. Generally speaking, you would want to be on the right side of the graph with the group earning more than the median salary.

  • Percentiles

    Closely related to the median are two values: the 25th and the 75th percentiles. Reading from the salary distribution diagram, 25% of people working in Customer Service and Call Center are earning less than 2,660 ZMK while 75% of them are earning more than 2,660 ZMK. Also from the diagram, 75% of people working in Customer Service and Call Center are earning less than 7,020 ZMK while 25% are earning more than 7,020 ZMK.


What is the difference between the median and the average salary?

Both are indicators. If your salary is higher than both of the average and the median then you are doing very well. If your salary is lower than both, then many people are earning more than you and there is plenty of room for improvement. If your wage is between the average and the median, then things can be a bit complicated. We wrote a guide to explain all about the different scenarios. How to compare your salary

Salary Comparison by Years of Experience

How does a person's salary progress over time?

Salary Comparison By Experience Level
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The experience level is the most important factor in determining the salary. Naturally the more years of experience the higher the wage.

Generally speaking, employees having experience from two to five years earn on average 32% more than freshers and juniors across all industries and disciplines.

Professionals with experience of more than five years tend to earn on average 36% more than those with five years or less of work experience.


Change in salary based on experience varies drastically from one location to another and depends hugely on the career field as well. The data displayed here is the combined average of many different jobs. To view accurate figures, choose a specific job title.

As you hit the ten years mark, the salary increases by 21% and an additional 14% for those who have crossed the 15 years mark.

Those figures are presented as guidelines only. The numbers become more significant if you consider one job title at a time.

On average, a person's salary doubles their starting salary by the time they cross the 10 years* experience mark.
* Based on the average change in salary over time. Salary variations differ from person to person.

Salary Comparison By Education

How does the education level affect your salary?

Salary Comparison By Education
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It is well known that higher education equals a bigger salary, but how much more money can a degree add to your income? We compared the salaries of professionals at the same level but with different college degrees levels across many jobs, below are our findings.


Change in salary based on education varies drastically from one location to another and depends hugely on the career field as well. The data displayed here is the combined average of multiple jobs. To view accurate figures, choose a specific job title.

Workers with a certificate or diploma earn on average 17% more than their peers who only reached the high school level.

Employees who earned a Bachelor's Degree earn 24% more than those who only managed to attain a cerificate or diploma.

Professionals who attained a Master's Degree are awarded salaries that are 29% more than those with a Bachelor's Degree.

Finally, PhD holders earn 23% more than Master's Degree holders on average while doing the same job.


Is a Master's degree or an MBA worth it? Should you pursue higher education?

A Master's degree program or any post-graduate program in Zambia costs anywhere from 30,000 Zambian Kwacha(s) to 90,000 Zambian Kwacha(s) and lasts approximately two years. That is quite an investment.

You can't really expect any salary increases during the study period, assuming you already have a job. In most cases, a salary review is conducted once education is completed and the degree has been attained.

Many people pursue higher education as a tactic to switch into a higher paying job. The numbers seem to support this tactic. The average increase in compensation while changing jobs is approximately 10% more than the customary salary increment.

The decision really depends on your situation and experience among many other factors. Putting all variables aside, if you can afford the costs of higher education then the return on investment is definitely worth it. You should be able to recover the costs in roughly a year or so.

Customer Service and Call Center Salary Comparison By Gender

Salary comparison by gender monthly Zambia Customer Service and Call Center
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Though gender should not have an effect on pay, in reality, it does. So who gets paid more: men or women? Male employees in Zambia who work in Customer Service and Call Center earn 18% more than their female counterparts on average.

Female
3,760 ZMK
Male+18%
4,450 ZMK
Percentage increase and decrease are relative to the previous value

Salary Comparison By Gender in Zambia for all Careers

Salary comparison by gender monthly Zambia
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Customer Service and Call Center Average Annual Salary Increment Percentage in Zambia

How much are annual salary increments in Zambia for Customer Service and Call Center professionals? How often do employees get salary raises?

Customer Service and Call Center

Customer Service and Call Center professionals in Zambia are likely to observe a salary increase of approximately 5% every 27 months. The national average annual increment for all professions combined is 5% granted to employees every 28 months.

Annual Salary Increment Rate Zambia Customer Service and Call Center
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The figures provided here are averages of numbers. Those figures should be taken as general guidelines. Salary increments will vary from person to person and depend on many factors, but your performance and contribution to the success of the organization remain the most important factors in determining how much and how often you will be granted a raise.

Zambia / All Professions

The term 'Annual Salary Increase' usually refers to the increase in 12 calendar month period, but because it is rarely that people get their salaries reviewed exactly on the one year mark, it is more meaningful to know the frequency and the rate at the time of the increase.

How to calculate the salary increment percentage?

The annual salary Increase in a calendar year (12 months) can be easily calculated as follows: Annual Salary Increase = Increase Rate x 12 ÷ Increase Frequency

The average salary increase in one year (12 months) in Zambia is 2%.

Annual Increment Rate By Industry 2019

Banking
8%
Energy
7%
Information Technology
6%
Healthcare
5%
Travel
4%
Construction
3%
Education
2%

Listed above are the average annual increase rates for each industry in Zambia for the year 2019. Companies within thriving industries tend to provide higher and more frequent raises. Exceptions do exist, but generally speaking, the situation of any company is closely related to the economic situation in the country or region. These figures tend to change frequently.


Worldwide Salary Raises: All Countries and All Jobs

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Customer Service and Call Center Bonus and Incentive Rates in Zambia

How much and how often are bonuses being awarded?Annual Salary Bonus Rate Zambia Customer Service and Call Center
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Customer Service and Call Center is considered to be a moderate bonus-based field due to the generally limited involvement in direct revenue generation, with exceptions of course. The people who get the highest bonuses are usually somehow involved in the revenue generation cycle.

62% of surveyed staff in Customer Service and Call Center reported that they haven't received any bonuses or incentives in the previous year while 38% said that they received at least one form of monetary bonus.

Those who got bonuses reported rates ranging from 2% to 7% of their annual salary.

Received Bonus
38%
No Bonus
62%

Types of Bonuses Considered

Individual Performance-Based Bonuses

The most standard form of bonus where the employee is awarded based on their exceptional performance.

Company Performance Bonuses

Occasionally, some companies like to celebrate excess earnings and profits with their staff collectively in the form of bonuses that are granted to everyone. The amount of the bonus will probably be different from person to person depending on their role within the organization.

Goal-Based Bonuses

Granted upon achieving an important goal or milestone.

Holiday / End of Year Bonuses

These types of bonuses are given without a reason and usually resemble an appreciation token.

Bonuses Are Not Commissions!

People tend to confuse bonuses with commissions. A commission is a prefixed rate at which someone gets paid for items sold or deals completed while a bonus is in most cases arbitrary and unplanned.


What makes a position worthy of good bonuses and a high salary?

The main two types of jobs

Revenue GeneratorsSupporting Cast

Employees that are directly involved in generating revenue or profit for the organization. Their field of expertise usually matches the type of business.

Employees that support and facilitate the work of revenue generators. Their expertise is usually different from that of the core business operations.

Example:
A graphics designer working for a graphics designing company.

Example:
A graphic designer in the marketing department of a hospital.


Revenue generators usually get more and higher bonuses, higher salaries, and more frequent salary increments. The reason is quite simple: it is easier to quantify your value to the company in monetary terms when you participate in revenue generation.

Try to work for companies where your skills can generate revenue. We can't all generate revenue and that's perfectly fine.

Bonus Comparison by Seniority Level

Top management personnel and senior employees naturally exhibit higher bonus rates and frequencies than juniors. This is very predictable due to the inherent responsibilities of being higher in the hierarchy. People in top positions can easily get double or triple bonus rates than employees down the pyramid.

Government vs Private Sector Salary Comparison

Public vs private sector salaries monthly Zambia
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Where can you get paid more, working for a private company or for the government? Public sector employees in Zambia earn 17% more than their private sector counterparts on average across all sectors.

Private Sector
5,580 ZMK
Public Sector+17%
6,540 ZMK
Percentage increase and decrease are relative to the previous value

Customer Service and Call Center Hourly Average Wage in Zambia


23 ZMK per hour

The average hourly wage (pay per hour) in Zambia is 23 ZMK. This means that the average person in Zambia earns approximately 23 ZMK for every worked hour.


Hourly Wage = Annual Salary ÷ ( 52 x 5 x 8 )

The hourly wage is the salary paid in one worked hour. Usually jobs are classified into two categories: salaried jobs and hourly jobs. Salaried jobs pay a fix amount regardless of the hours worked. Hourly jobs pay per worked hour. To convert salary into hourly wage the above formula is used (assuming 5 working days in a week and 8 working hours per day which is the standard for most jobs). The hourly wage calculation may differ slightly depending on the worked hours per week and the annual vacation allowance. The figures mentioned above are good approximations and are considered to be the standard. One major difference between salaried employees and hourly paid employees is overtime eligibility. Salaried employees are usually exempt from overtime as opposed to hourly paid staff.

Customer Service and Call Center VS Other Jobs

Salary Comparison Between Customer Service and Call Center and Customer Service and Call Center monthly Zambia
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The average salary for Customer Service and Call Center is 32% less than that of All Jobs.

Salary Comparison By City

CityAverage Salary
Lusaka4,690 ZMK
0 - 0

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