Contact centre managers coining it in – well sort of

Research published by ContactBabel, the contact centre industry analysts, reveals that the average contact centre management salary has grown by 3% in the past 12 months, to £36,020 while new agents are not doing nearly so well

The highest salaries are paid in London, where contact centre managers can expect a salary of over £44,000. Those in Northern Ireland and East Anglia report salaries of around £13,000 less.

"The UK Contact Centre Decision-Makers' Guide (8th edition - 2010)", is a major study of over 200 UK contact centre operations, looking at all areas of contact centre performance, investment, technology, HR and strategy.
This year, it is available entirely free of charge.

The report's author, Steve Morrell, commented: "After two years of very low salary increases, the typical contact centre manager's salary has broken £36,000 for the first time, an increase of 3%.

"This rise is not uniform across the industry though: new agents have seen a tiny average increase in salary of less than 1% in the past 12 months. Even at the management level, there are wide differences across contact centres by sector, region, inbound/outbound activity and service/sales work. For example, a typical financial services contact centre manager is currently earning in excess of £11,000 more each year than a counterpart working in an outsourcing operation."

The full report, containing over 300 pages and 160 graphs and tables usually costs £295, but is available this year free of charge from the ContactBabel website (www.contactbabel.com).