Bonus and incentive payments remain common in call centres

CALL CENTRES

Bonus and incentive payments remain common in call centres

Four-fifths of call centres pay a bonus or commission or operate a profit-sharing bonus, according to the seventh annual survey by Incomes Data Services of pay and conditions in call centres.

The 125-employer survey found that typical bonus levels varied widely between 2% and 30%. Individual performance alone is marginally the most common criteria for determining the level of bonus payments (used by a quarter of respondents). The only sector where bonus schemes are not widely used is public services.

What you will find in the report by Incomes Data Services

The seventh in an annual series begun in 1997 offers a detailed analysis of salaries paid to call centre operators and team leaders. The 180-page report includes information on:

Analysis of basic pay Salaries for: customer service advisers team leaders team managers. Includes data on starting salaries, midpoint salaries and spot rates maximum salaries pay differences between sectors regional variations. Pay and progression arrangements. Pay and reward initiatives.

Pay reviews An analysis of the 2002/03 pay round plus sectoral variations. Salary ranges for customer service advisers, team leaders and team managers in named organisations -- by sector and by region.

Analysis of other terms and conditions Bonuses, profit sharing and commission. Shift and unsocial hours premiums. Additional benefits. Hours and holidays.

Case studies esure JD Williams Liverpool Direct Loop Customer Management Nationwide Royal Mail Customer Management.

Directory of pay and conditions Listing of rates in 125 named organisations.

Want to know more?

Title: Pay and Conditions in Call Centres 2003, Incomes Data Services.

Methodology: The report is based on a survey of call centre managers conducted in May and June 2003.

Sample size: Data was obtained from 125 organisations with more than 300 call centres, employing a total of 112,000 staff.

Business sectors: The main sectors represented are financial services, public services and not-for-profit, outsourced services and retailing.

Availability: To order your copy contact customer services at Incomes Data Services in London, tel: 020 7324 2599. To read the full contents list visit www.incomesdata.co.uk/report/callcent.htm

IDS is a leading UK information and research service on employment issues, providing a range of publications for employers, unions, government departments and other agencies. To find out more visit www.incomesdata.co.uk

Posted 1 October 2003