Pay and Conditions in Call Centres 2007/08

Contents Summary

Analysis of pay and conditions

• 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
• Pay and career progression
• Bonuses, commission and profit-sharing arrangements
• Shift and unsocial hours premiums
• Pay reviews in 2007
• Benefits
• Hours of work
• Holiday entitlement
• Trade union recognition

Latest trends in call centre employment

• Sectoral and regional profile of the call centre industry
• Call centre size and operating hours
• Actual and expected changes in employment
• Workforce profile: full-time and part-time employment
• Use of temporary contracts

Analysis of recruitment and retention issues

• Extent of recruitment and retention difficulties, by sector and by region
• Staff turnover rates, by sector and by region
• Typical length of service of call centre agents Pay progression
• Pay progression and progression systems
• Case study: GMAC-RFC introduces development programme and re-launches reward scheme