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Industry Research : London Call Centre Salary Survey - Robert Walters November 2001

Market Overview
The sector continues to be one of the largest growth areas in the country and is becoming increasingly competitive. Estimations on cost per hire and training of staff have escalated and 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 £1.1billion per year*.

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

The retention and training of staff also remains a high priority and is set to grow in importance with the increase in technology, especially as more web enabled call centres emerge and live chat and email responses increase. *

Statistics courtesy of Blue Sky Consulting.

Role

Permanent
Salary per annum

Contract
Rate (PAYE)

Customer Service/Call Centre Agent

£14K - £21K

£7 - £9 per hour

Telesales

£16K - £25K (+ OTE)

£7 - £10 per hour

Telesales Manager

£30K - £50K (+ OTE)

Customer Service/Call Centre Team Leader

£19K - £25K

£9 - £12 per hour

Customer Service Manager/Call Centre Manager

£35K - £50K

Customer Service/Call Centre Director

£60K+

Consultant

£40K+

£300 - £800 per day

Call Centre Analyst

£25K+

Account Manager

£25K+

Call Centre Trainer

£20K - £35K

£200 - £400 per day

Project Manager

£25K+

Business Development Manager

£45K - £70K (+ OTE)

NB: Figures above are basic salaries exclusive of benefits/bonuses unless otherwise specified

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Wednesday, November 14, 2001

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