Bonus schemes becoming more widespread in call centres

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.

Want to know more?

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.

For more information about Industrial Relations Services visit . . .

www.irseclipse.co.uk

Posted 24 August 2001