| CALL CENTRES |
Bonus schemes becoming more widespread in call centres
Call centre operators are making greater use of bonus schemes to incentivise and retain staff, according to a joint survey by pay analysts Industrial Relations Services and the Call Centre Association.
As many as 72% of the 143 organisations participating in the survey now operate some form of incentive scheme, compared with only two-thirds a year ago.
But bonus schemes remain a minority pursuit in the public and voluntary sectors. Says IRS: Cash bonuses are almost exclusively provided for in the commercial sector, with very few instances of schemes recorded among public and voluntary organisations.
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Title: Call Centres 2001: Reward and turnover strategies, by Industrial Relations Services and the Call Centre Association.
Survey sample: The survey is based on information received form 143 organisations operating 331 call centres nationwide, with a combined workforce of 54,000.
Business sectors: The sectors most strongly represented include: finance (48 of the 143 organisations surveyed) outsourcing (24) and public services (15).
Availability: Contact the subscriptions department at Industrial Relations Services in London, tel: 020 7354 6742.
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Posted 24 August 2001