Pay and Conditions in Call and Contact Centres 2012 (9780414030053), Paperback

Product Description

IDS Pay and Conditions in Call and Contact Centres 2012/13 provides you with a detailed picture of pay, benefits and working conditions for call centre staff throughout the UK. By far the most comprehensive and up-to-date source of information available for the industry, it is the only resource you need to accurately benchmark your pay arrangements and stay ahead of your competitors.

This invaluable text:

Includes information on 54 named organisations, employing over 30,000 staff in 134 call centres throughout the UK
Provides pay levels for a range of job titles, broken down by sector and region
Outlines bonus and commission payments
Gives details of unsocial hours premiums
Examines recruitment, retention and staff turnover issues
Outlines the latest trends in the industry
Contains a directory of pay and conditions at named organisations

Overview of trends
Information and analysis of the key trends in call centre pay at named organisations.

Basic pay analysis
Basic pay analysis and salaries in named organisations, by sector and by region.

Roles covered by the survey:

Entry level call advisors
Senior call advisors
Specialist call handlers
Team leaders
Team managers
Complaints handlers
Management information analysts
Management information managers
Trainers/quality coaches
Training managers
Call centre managers
Senior call centre managers
Operations managers

Pay reviews and pay progression

Pay reviews for call centre staff in 2011 and 2012
Pay progression for all groups of call centre staff

Bonuses and Benefits

Typical levels of bonus payments and criteria for different groups of staff
Commission and other reward incentives
Pensions scheme arrangements for call advisors
Other benefits including staff discounts and childcare vouchers

Hours, holidays and premiums

Hours of work for call centre staff
Basic and service holiday arrangements
Operating hours and unsocial hours premiums

Latest trends in call centre employment

Analysis of issues including recruitment and retention, staff turnover and sickness absence, and the approaches organisations have adopted to overcome these problems
Use of agency staff

Directory of call centre pay structures by organisation
Includes information on basic salaries, bonuses, benefits, other reward incentives, hours of work and holiday entitlement.

Pay and Conditions in Call and Contact Centres 2012

Paperback

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ISBN:

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£320.00

Product Description

Contents