CALL CENTRES
Pay and conditions in call centres
Incomes Data Services has published its 12th annual survey offering a detailed picture of pay, benefits and working conditions for call centre and contact centre staff.
The 2008/09 edition has details on 50 organisations employing over 77,000 staff in 160 call centres throughout the UK. It includes an analysis of salaries for call centre operators, team leaders and managers.
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What you will find in this report
The report is divided into six main sections:
1. Analysis of pay and conditions
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
Bonuses, commission and profit-sharing arrangements
Shift and unsocial hours premiums
Pay reviews in 2007/08
Benefits
Hours of work
Holiday entitlement
Trade union recognition.
2. Latest trends in call centre employment
Sectoral and regional profile of the call centre industry
Call centre size and operating hours
Actual and expected changes in employment
Workforce profile: full-time and part-time employment
Use of agency staff.
3. Analysis of recruitment and retention issues
Extent of recruitment and retention difficulties, by sector and by region
Staff turnover rates, by sector and by region
Typical length of service of call centre agents.
4. Pay progression
Pay progression and progression systems.
5. Absence management
Benchmarking statistics on average absence levels
Comparison with absence levels across the economy
Company initiatives to tackle absence.
6. Directory of company pay and conditions
Entries by named organisation
Current pay rates
Bonuses, allowances and overtime shift premiums
Most recent pay reviews
Hours of work
Holiday entitlement and benefits.
Want to know more?
Title: Pay and Conditions in Call Centres 2008/09, Incomes Data Services.
Availability: To order your copy of the report call IDS customer services, tel: 0845 600 9355 or email: sweetandmaxwell.customerservices@thomson.com.
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. To find out more visit www.incomesdata.co.uk.