Extract from IDS Executive Compensation Review 309

Pay for call centre managers

With call centre employers reporting that the recruitment and retention of staff is either ‘very difficult’ or ‘fairly difficult’, it is essential that organisations are paying its managers competitively. To help employers benchmark their rates we draw on data included in the latest call centre survey from Incomes Data Services. Altogether, we analyse more than 100 managerial rates from over 50 organisations.

In the full survey, Pay and conditions in call centres 2006/07, based on returns from 80 organisations employing over 111,000 in 141 UK call centres, three management groups are looked at: call centre managers; management information analysts; and training managers. This article provides a breakdown of salary rates for those groups as well as for other job titles including contact centre manager, customer services manager and operations manager. A detailed table provides further information on management salary rates by named organisation as well as data on salary reviews and latest bonuses.