The Results: Recruitment and Salary Index Survey

Callcentres.net, an affiliated partner with ccmanager, recently conducted the Call Centre Recruitment & Salary Index Survey to measure the latest trends related to recruitment and salaries in call centres.

The objective of the research is to provide you with up-to-date information on recruitment trends in the Call Centre industry.  The survey is conducted twice per annum in order to track changes in call centre recruitment levels on an ongoing basis.

In summary:

Since the last recruitment index, recruitment levels have increased from 7.0% in July ‘04 to 7.4% in March 05, and stand at 7.5% in September 2005. Similar to last quarter, 36% of recruits are hired to fill new positions.

The shortage of skilled staff in the labour market has prompted half of the call centre managers surveyed to state they had recruitment difficulties, an upward trend from July 04 (31%).  Despite this, fewer call centres are using recruitment agencies to assist in finding suitable recruits (down from 66% in March to just 51% in September).

Tenure for full-time and casual staff has increased whilst tenure for part-time employees has dropped. Call centres strive to secure longer tenure from staff by primarily focusing on remuneration. For example, 22% of call centres awarded a pay rise to their agents in September ’05 (compared to just 18% in March) and a considerable number (41%) of agents are remunerated on a team basis in addition to individual pay.  More flexible work environments and career development opportunities are also being offered to agents as incentives to remain with an organisation.

Recruitment of part-time employees has decreased since March 05, and now constitutes just 12% of all recruits. Accompanying this, there has been an increase in the proportion of casual staff and full-time staff.

You can obtain the full results of the study  at:   www.callcentres.net

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