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Industry Research : Call Centre Salary Survey - London, July 2002

Market Overview
In the junior market, strong competition remains in recruiting the best staff, particularly in saturated geographical areas. Attrition and retention of staff still remain the greatest challenges facing the industry. Estimations on cost per hire and training of staff have escalated and they are becoming more of an overhead for companies. Studies show there are between four hundred and six hundred thousand customer service agents in the UK with the attrition rate average standing at 20%*. Industry surveys suggest that the total recruitment cost for customer service staff is £4,381 per hire compared with £21,487 per hire for sales staff. This results in a total cost to the industry of £1.1 billion per year*.

With this in mind, we believe that recruiting the right staff will be one of the few competitive edges available to companies.

*Statistics courtesy of Blue Sky Consulting
 

RolePermanent ContractContract Rate per hour (PAYE)
Call Centre/Customer Service Director £50K - £70K+
Business Development Manager £30K - £46K base OTE £70K+
Consultant £40K+ £300 - £1000 (Per Day)
Call Centre/Customer Service Manager £35K - £50K £200 - £500 (Per Day)
Telesales Manager £28K - £46K base OTE £50K+
Project Manager £25K - £50K £200 - £500 (Per Day)
Call Centre Trainer £20K - £35K £150 - £500 (Per Day)
Account Manager £25K - £35K
Call Centre Analyst £22K - £35K
Call Centre/Customer Service Team Leader £19K - £25K £9 - £12
Telesales £16K - £25K £8 - £10
Call Centre/Customer Service Agent £14K - £20K £7 - £9
NB: Figures above are basic salaries exclusive of benefits/bonuses unless otherwise specified.

About Robert Walters:
The Call Centre Solutions Division of Robert Walters recruits across all industry sectors for the contact/call centre and customer service markets from entry level customer service agents to contact centre directors. We recruit on a permanent, interim, temporary and campaign basis. For senior positions and campaigns we recruit nationally, whereas for all other contingency recruitment we tend to focus on London and the surrounding areas.

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More Editorial From Robert Walters

Published: Wednesday, July 3, 2002

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