Contact centre survey published

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Contact centre survey published

Recruitment levels remain stable at UK contact centres despite the growing competition for this type of work from abroad, according to a survey by Watson Wyatt.

Key results

The key findings of the survey are as follows:

• The median base starting salary for a junior telephone consultant at a contact centre is £11,417 (up from £11,350 last year), while for a team leader or supervisor it is £17,718 (up from £16,312).
• 71% of contact centres found retention of employees to be a problem -- up from 50% in the previous year's survey -- with average annual staff turnover of 22.5%.
• 64% of contact centres said the main reason employees left was to earn more money while 21% suggested employees leave because of a lack of career progression.
• 21% of contact centres report increased recruitment in the last year, while 21% report decreased recruitment levels.
• Sickness absence is seen as a significant problem, with all survey participants reporting absence levels within their contact centres higher than in other parts of their business.
• 79% of contact centres are currently recruiting. The main demand is for employees to fill customer service agent/advisor roles and sales positions. Half reported difficulties in recruitment.

"The majority of contact centres regard local competition as the principal cause of recruitment problems," said Philip Hough, a senior consultant at Watson Wyatt. "The tendency for contact centres to cluster in particular regions means that recruitment difficulties are often greater for all."

Want to know more?
Title: Contact Centre Survey 2003, Watson Wyatt.
Methodology: The report analyses the compensation and pay of over 50,000 contact centre job holders from more than 120 participating companies.

Availability: For more information about obtaining Watson Wyatt surveys contact Phil Hough, tel: 01737 241144 or email: philip.hough@eu.wartsonwyatt.com

Watson Wyatt is a global consulting firm focusing on human capital and financial management. It specialises in employee benefits, human capital strategies, and insurance and financial services. Watson Wyatt has more than 6,300 associates in 88 offices around the world. To find out more visit: www.watsonwyatt.com

Posted 19 February 2004