Contact centres face new challenges with changes in pension legislation

From October this year, all employers will start being legally required to automatically enrol their employees into a qualifying pension scheme.

Call centres are in the top 10 sectors that will face the greatest administrative challenges from the perspective of staff turnover when auto-enrolment starts to come into force.

Top 10 industry sectors with highest annual labour turnover rates:

Industry Sector	% Voluntary Leavers
Call Centres	19.2%
Hotels, Catering & Leisure	15.8%
IT Services	14.2%
Care Services	13.8%
Charity Services	13.2%
Telecommunications	13%
Food, Drink & Tobacco Manufacturing	11.9%
Media & Publishing	11.6%
Professional Services	10.6%
Finance, Insurance & Real Estate	10.2%

Source: CIPD

Equiniti ICS, a HR and Payroll provider, is rolling out a fully outsourced auto-enrolment service for companies. It will manage all aspects of auto-enrolment administration for a company, utilising its specialist HR and payroll services and administration platform.

The fully tailored service aims to help employers who have a significant number of part-timers, contract staff and a high staff turnover, such as call centres, who might benefit from outsourcing their administration in order to control risk and costs, ensure compliance and minimise the need to increase resources.

Alan Foley, director of Equiniti ICS, said: “Auto-enrolment will place a significant extra administrative burden on organisations in those sectors where there is a high turnover of staff. However, our auto-enrolment solution can be deployed as a completely outsourced service that provides a comprehensive and cost-effective option for HR and payroll managers and leverages our current service and technology platforms and expertise.”