Public sector leads on call centre starting salaries

Public sector call centres pay higher starting salaries than their private sector equivalents, with differentials ranging up to 9.6% for certain functions, according to new research from IRS and the Call Centre Association (CCA).

Elsewhere, the survey finds that the median basic pay award - midpoint in the range of settlements - across all job functions was worth 3% in 2004. Median annual salaries by occupation range from £12,000 for a trainee, to £34,618 for a call centre manager.

The report looks at key findings on pay, wage settlements, working hours and holidays.

  • Call and contact centre pay and benefits    Writing in IRS Employment Review, Ed Cronin presents the key findings of the IRS/CCA study, based on responses from 191 organisations employing around 150,000 staff across more than 400 call centres.

  • Case study: Kwik Fit Financial Services   Adam Geldman takes a more detailed look at how one survey respondent has used pay and benefits to aid recruitment and retention in a competitive labour market.

    Also

    Call centre rewards and bonuses 2003   Read the previous IRS/ CCA research.