CALL CENTRES
New study of call centre rewards
IDS has published a detailed picture of pay, benefits and working conditions for call centre staff in the UK. The report includes information on named organisations employing over 40,000 staff in call centres throughout the UK and provides pay levels for a range of job titles, broken down by sector and region.
What you will find in this report
This IDS report is divided into nine main sections:
1. Overview of trends
Information and analysis on the named organisations participating and the key trends in call centre pay
2. Basic pay analysis
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
3. Pay progression
Progression systems for call centre agents and more senior staff in call centres
Pay reviews in 2009 and 2010
4. Hours, holidays and premiums
Hours of work for call centre staff
Basic and service holiday arrangements
Operating hours and unsocial hours premiums
5. Bonuses
Bonuses and commission payments
Bonus criteria and typical payment levels
6. Employee benefits
Pension scheme arrangements
Other benefits including staff discounts and childcare vouchers
7. Directory of call centre pay structures by organisation
Including information on basic salaries, bonuses and shift payments along with hours of work, holiday entitlement and progression arrangements
8. Latest trends in call centre employment
Call centre size and operating hours
Actual and expected changes in employment
Use of agency staff
9. Recruitment, retention, turnover and absence management
Analysis of issues including staffing difficulties, and the approaches organisations have adopted to overcome these problems
How firms have dealt with the changing pressures on employment issues
Want to know more?
Title: Pay and Conditions in Call and Contact Centres 2010, Incomes Data Services.
Availability: To purchase the report, visit www.incomesdata.co.uk or contact customer services on tel: 0845 600 9355.
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”. For more details visit www.incomesdata.co.uk.