What is happening to pay in call centres?

 

Last year dramatic changes in the economy muted growth in salaries for call centre agents and managers. Now there are signs of a recovery, what will this mean for pay in 2010?

Find out by participating in IDS’ 14th annual survey on pay and conditions in call centres. Call Centre Europe readers are invited to take part in this year’s survey and all participants will receive a free copy of the summary findings, together with a discount on the full report to be published in the autumn.

This report is a leading source of information on pay and benefits in call centres across the UK, gathering information on pay and bonuses, progression arrangements, working patterns and changes in call centre employment.

Key findings from last year’s survey showed that rising unemployment, falling inflation and economic uncertainty had muted growth in pay levels for call centre staff. This year the survey will focus on the latest developments on pay, examining whether the upturn has increased pressure to raise salary levels once again.

IDS says that also, now that the economy appears to be slowly recovering, it will look at the picture on recruitment and retention to see if staff are continuing to “sit tight” or are beginning to look for new openings once more.  IDS will also look at what employers have done to maintain employee engagement during a period when budgets for pay rises have been squeezed.