Australian Contact Centre Industry Recruitment Index 2006
Since 2003, Kelly Services has commissioned callcentres.net to research and develop the Australian Contact Centre Industry Recruitment Index.
The objective of the research is to provide up-to-date information on recruitment trends in the contact centre industry.
The index provides a comprehensive overview of contact centre recruitment, profile of recruits, recruitment changes by industry, recruitment drivers, skill requirements, recruitment issues, suppliers and techniques, staff tenure, employee hours, salaries and retention issues.
The survey is conducted twice per annum in order to track changes in contact centre recruitment levels on an ongoing basis. Changes in salary levels in the contact centre industry have also been tracked since March 2005.
The total number of contact centre staff currently employed by the 100 organisations surveyed as at March 2006 is 8,601.
The recruitment outlook for the next 6 months appears to be positive, with almost half of the contact centres anticipating their headcount to increase by an average of 19 agents. A further 44% of contact centres foresee their headcount remaining static, while 7% are anticipating a decrease of about 7 agents.
It tends to be the larger contact centres (>100 staff) forecasting an increase (68%), as opposed to smaller centres (40%).
Craig Atkinson, Vice-president and General Manager,
Kelly Services, Australia and New Zealand
To obtain a full copy of the 2006 Recruitment Index:
Contact Kerri Johnstone
Email: johnske@kellyservices.com
