New study of call centre rewards

CALL CENTRES

New study of call centre rewards

IDS has published a detailed picture of pay, benefits and working conditions for call centre staff in the UK. The report includes information on named organisations employing over 40,000 staff in call centres throughout the UK and provides pay levels for a range of job titles, broken down by sector and region.

What you will find in this report

This IDS report is divided into nine main sections:

1. Overview of trends

  • Information and analysis on the named organisations participating and the key trends in call centre pay

2. Basic pay analysis

  • Customer adviser salaries in named organisations, by sector and by region

  • Team leader salaries in named organisations, by sector and by region

  • Salaries for management information analysts, training managers and call centre managers

3. Pay progression

  • Progression systems for call centre agents and more senior staff in call centres

  • Pay reviews in 2009 and 2010

4. Hours, holidays and premiums

  • Hours of work for call centre staff

  • Basic and service holiday arrangements

  • Operating hours and unsocial hours premiums

5. Bonuses

  • Bonuses and commission payments

  • Bonus criteria and typical payment levels

6. Employee benefits

  • Pension scheme arrangements

  • Other benefits including staff discounts and childcare vouchers

7. Directory of call centre pay structures by organisation

  • Including information on basic salaries, bonuses and shift payments along with hours of work, holiday entitlement and progression arrangements

8. Latest trends in call centre employment

  • Call centre size and operating hours

  • Actual and expected changes in employment

  • Use of agency staff

9. Recruitment, retention, turnover and absence management

  • Analysis of issues including staffing difficulties, and the approaches organisations have adopted to overcome these problems

  • How firms have dealt with the changing pressures on employment issues

Want to know more?

Title: Pay and Conditions in Call and Contact Centres 2010, Incomes Data Services.

Availability: To purchase the report, visit www.incomesdata.co.uk or contact customer services on tel: 0845 600 9355.

Incomes Data Services is the “leading UK information and research service on employment issues, providing a range of publications for employers, trade unions, government departments and other agencies”. For more details visit www.incomesdata.co.uk.