Pay and Conditions in Call Centres 2007/08:
The 11th annual survey

This report provides a detailed picture of pay, benefits and working conditions for call centre and contact centre staff. The eleventh in an annual series, it is by far the most comprehensive source of information available. The 2007/08 edition has details on 70 organisations, employing over 93,000 staff in 188 call centres throughout the UK.

As well as analysis of salaries for call centre operators, team leaders and managers, this report details the size and composition of the workforce, call centre operating hours, bonus and commission payments, premiums for overtime and shift work and additional benefits. It also looks at staff turnover and examines recruitment and retention issues across the industry. The report includes a company case study and a comprehensive directory of company pay and conditions in named companies.