Call centres looking to improve total rewards, says IDS


Call centres looking to improve total rewards, says IDS

A significant majority of call centres have made moves in the past year to improve the recruitment and retention of staff, including more training and development, enhancing career progression, improving pay and benefits and flexible working, says a major new survey by Incomes Data Services.

This annual study by IDS provides a unique map of contemporary pay, benefits and conditions in the rapidly-changing world of call-centre employment.

What you will find in the report by Incomes Data Services

The sixth in an annual series begun in 1997 offers a detailed analysis of salaries paid to call centre operators and team leaders.

Basic pay:

  • customer service adviser salaries
  • team leader salaries
  • team manager salaries
  • pay and reward initiatives.

Analysis of additional terms and conditions:

  • bonuses, profit sharing and commission
  • shift and unsocial hours premiums
  • additional benefits
  • hours and holidays
  • pay reviews in call centres
  • trade union representation in call centres.

Case studies:

  • Card Protection Plan
  • English Churches Housing Group
  • Fleetway Travel
  • Nationwide Direct.


Want to know more?

Title: "Pay and conditions in call centres 2002", IDS Research Report, September 2002.

Methodology: The report is based on the results of a survey of 133 organisations with more than 300 call centres, employing a total of 106,000 staff. Altogether they employ roughly a quarter of the industry workforce.

Business sectors: The survey respondents span a wide range of sectors across all regions of the UK: from pet insurance to life insurance, banking to betting and from booking cinema tickets to booking driving tests.

Price: £98 to IDS Report subscribers (£175 non-subscribers).

Availability: Call IDS customer services in London, tel: 020 7324 2599.

Click here for a full contents list . . .

Incomes Data Services is an independent research organisation providing information and analysis on pay, conditions, pensions, employment law and personnel policy and practice in the UK and rest of Europe. For more information jump to . . .

Posted 1 October 2002