Salary for call centre staff - south area

Call Centre Helper Forum » Call Centre Life

(2 posts)

Tags: | salary | staff |

I tried posting this a while ago with no success.

I am trying to work out what the average call centre employee should be paid.
Our centre opens 8am - 8pm Mon - Sat and 9-5 Sundays (also open Bank Holidays - hours vary).
It is all on the job training, a basic understanding of how to use computers is necessary and that is it.
However, it is extremely stressful and our customers can be extremely rude.
The expectations of the staff are also quite high, time management, absence, FCR, call monitoring, monthly one to ones, an expectation to not only resolve the customer but to help ensure better practices resulting from these calls are suggested etc etc.
So, has anyone got any views on the average salary?

Posted 1 year ago

Janette Coulthard

This is not an easy question to answer. Its fine to look at an average salary but this may not really help you. The salary you need to pay is dependent on many other factors other than what the average salary is in the South or nationally e.g.

Is your local job market sluggish or dynamic?
Are there lots of potential candidates or are you competing with other call centres for candidates?
What are other local employers paying for similar types of roles?

Call Centre Helper has an article covering average call centre salaries including the average salary of inbound agents given by region which may be of help as a starting point. Although the article was written in 2007, given that was the year before the recession hit big time, it's likely that salaries have not changed that much.

Here's a link to the article. http://www.callcentrehelper.com/salary-study-do-your-wages-match-up-201.htm