Salaries in the contact centre rise by an average of 4.5%

According to the newly released 3rd edition of the Cactus Salary survey, salaries in the contact centre have risen since 2012.

It’s been another year of continued growth for the industry, with salaries continuing to rise either in line with, or above, the national rate of growth. According to research by Mercer, UK salaries are predicted to show growth of 3% in 2013 – yet salaries in the contact centre industry have risen by an average of 4.5%.

The rate of growth has seen some variance according to sector and role. The highest growth this year has been seen in Dialler candidates, with a stellar increase of 6.85%.  Increases in Resource Planning have been rather more modest, at 2.44% – but Cactus predict salary increases in both disciplines to align with industry averages over the next few years as the methods of multi-channel contact standardise.

Another area of notable growth is at team leader level, with salaries rising at around 5.77%. Last year, salaries at this level tended to remain static, or fall, with an average change of -1.89% – so the growth at this level seems to be very much due.

Survey highlights include:

Head of Multi-Site / Contact Centre Director

Role Profile: Overall responsibility for contact centre operations from a strategic and operational perspective. The most senior individual in this capacity in any organisation. Usually responsible for a multi-site network of contact centres and their budgets.

Head of Multi-Site / Contact Centre Director		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		70	125	97.5	91

Head of Contact Centre / Operations / Site

Role profile: Most senior contact centre manager, often with multiple reports across a single operation.

Head of Contact Centre / Operations / Site		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		54	90	72	70

Customer Service / Operations Manager

Role profile: Responsible for a number of team managers/team leaders across a single site, which may vary considerably in size – typically 4+ years’ management experience.

Customer Service / Operations Manager		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		28	57	42.5	42

Outbound Contact Centre/Sales Manager

Role profile: Responsible for sales activity across one or more campaigns. If in-house, will be responsible for a number of sales teams through Sales Team Managers. Salaries attached to these roles are heavily influenced by bonuses & benefits.

Outbound Contact Centre/Sales Manager		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		27	66	46.5	45

Forecasting / Planning Manager

Role profile: Responsible for ensuring the accurate forecasting of calls and staffing levels, providing data and analysis to senior management and stakeholders.

Forecasting / Planning Manager		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		30	54.5	42.3	41

Team Leader

Role profile: Responsible for a team of agents, achieving KPIs, coaching & developing staff and ensuring quality.

Team Leader		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		18	38	28	26

Training Manager

Role profile: Experience varies widely and involves side-by-side coaching, classroom training and training needs analysis. Responsible for the design and delivery of training through a team of trainers and coaches.

Training Manager		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		26	50	38	37.5

Dialler Manager

Role profile: Responsible for the management of the Dialler function, and increasingly involved in planning of telephony and other forms of contact, including email and online media.

Dialler Manager		Minimum (£k)	Maximum (£k)	Median (£k)	2012 Median (£k)
National		24	60	42	36.5

“In its 3rd year, our salary survey has proven to be a fantastic reference point for the industry, and partnering with Call Centre Helper to publish and communicate the report will ensure it reaches the widest possible audience. With detailed knowledge of packages, benefits and earnings of over 17,000 UK-based management-level personnel across all functions, this is the most comprehensive report of its kind within the Call and Contact Centre industry.”  Guy Masters is Director at Cactus Search