Support Center Practices & Salary Report

HDI's annual 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


Want a peek?

Take a glimpse behind the HDI member wall to see how the Support Center Practices & Salary Report can help you improve your business operations. If you like what you see, take a look at our membership options.

See an excerpt of the report


by Jenny Rains
Published on Oct 30, 2015

Errata: If you downloaded a copy of this report prior to November 23, 2015, please download a new copy. There was a significant omission on pg. 18 that has been resolved in the most recent version.


by Jenny Rains
Published on Nov 06, 2014

by Jenny Rains
Published on Oct 01, 2013

by Jenny Rains
Published on Oct 01, 2012

by Jenny Rains
Published on Oct 03, 2011

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!