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New IRS study of call centre rewards

CALL CENTRES

New IRS study of call centre rewards

The fifth annual IRS study of reward and HR practices in call centres examines pay trends, salary levels and staff attrition in call and contact centres, providing a wide range of valuable benchmarking data in the private and public sectors.

What you will find in this 49-page report:

Data has been collected from over 130 call centres and analysed to reveal the principal employment trends and issues in the industry over the past year, including:

  • Salaries: salary trends and market rates for frontline staff, team leaders, managers and support specialists. Regional and sectoral pay variations are also examined.
  • Pay reviews: pay awards, the use and level of merit reviews, and factors that influence salary levels including individual contribution and local pay rates for similar jobs.
  • Bonuses: for individual, team, whole-centre and company performance.
  • Staff turnover: turnover rates and strategies to retain staff.
  • Work-life balance: flexible working arrangements, including flexi-time, job-sharing, career breaks, term-time working, reduced working house and annual leave.

Want to know more?

Title: Call Centres 2002: Reward and work-life strategies, by IRS and the Call Centre Association.

Survey sample: The survey is based on information received form 134 organisations operating 322 call centres nationwide, with a combined workforce of 65,789.

Business sectors: The sectors most strongly represented include: finance (35 of the 134 organisations surveyed) outsourcing (26) and public sector (20).

Availability: For further details contact Fawzia Ittoo at IRS in London, tel: 020 7354 6747, email: fawzia.ittoo@irseclipse.co.uk.

For more information about IRS visit www.irsonline.co.uk

1 November 2002