HDI Support Center Practices & Salary Report

The annual HDI Support Center Practices & Salary Report is the definitive resource for service, help desk, and technical support center trending and statistical information. This members-only report provides current, valuable support statistics on items such as:

  • Call resolution times
  • Cost per incident
  • Trending information
  • Support salaries by job function (such as analyst, team lead, or manager)

Support metrics are reported for the industry as a whole, and key metrics are also outlined by specific demographics (industry, type of support, and size of support center).

Use this report to:

  • Validate existing practices
  • Benchmark your performance against similar organizations
  • Compare support salaries for analysts, managers, directors, and more


Take the 2015 Survey!

The HDI Support Center Practices & Salary Report is a road map to help you make informed business decisions. Don’t miss this opportunity to share your industry insights!

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See an excerpt of the 2014 report!

HDI's research is a benefit of membership. If you like what you see, take a look at our membership options.



by Jenny Rains
Published on Oct 01, 2013

by Jenny Rains
Published on Oct 01, 2012

by Jenny Rains
Published on Oct 03, 2011

by Jenny Rains
Published on Dec 10, 2010

What do members say about the HDI Practices & Salary report?


Ask Yvonne Harrison, Ric Mims, and Nate Brown!


Note: This report is only available to HDI members. Members at the Student level and above receive free access to this digital report (a $399 value).

Learn more about the other benefits of HDI membership and join today!