Customer Contact Salary Survey 2010

Summary

Against a backdrop of wider economic uncertainty and malaise, 2009 saw reduced recruitment volumes pretty much across the board. The demand for senior Contact Centre staff, too, was generally more sluggish than previous years.

With many organisations downsizing, recruitment activity was centred largely around business-critical posts and bringing in specialist resource to manage change programmes, Customer Experience drives, and Resource Planning improvements.

However, in recent months the market has picked up considerably, with a marked increase in demand for a broad range of Contact Centre management and technical/specialist skills. Most organisations we spoke to planned to recruit senior Contact Centre staff during 2010, with many focusing on process change, customer insight and improved performance management at a strategic level.

Key Findings

Over the last 12 months salaries have generally remained static; however, due to a range of drivers more companies are broadening role profiles to incorporate different duties and responsibilities. This can be seen in the Survey as roles carrying broad salary ranges. Where historically these ranges have been more attributed to sector, in 2010 they are being influenced more by the scope of the role. If post restructure a role incorporates aspects of 2 positions the salary may move to the higher end of this range as the role becomes more difficult to recruit for.

Complicating this further, where we have seen new roles within the industry; for example, within Customer Experience, where such roles have historically sat within marketing functions the market is still finding its feet with roles, salaries and responsibilities varying hugely from business to business.

There is also an interesting trend around daily rates. We have seen a reduction in rates for pure operational roles, some packages simply being offered at the pro rata permanent rate.

Methodology

Our latest annual Salary Survey covers the Senior Contact Centre industry. Geographically, it includes the South West, Thames Valley, West Midlands and South Wales – our core territories. As always we
have drawn data from three key, primary sources; over 3,000 of our own candidate’s current
remuneration, actual salaries offered on the live roles we have worked on and a wider pool of advertised vacancies.

Contact Centre Director	Minimum	Maximum	Average	Day Rate
South West & West Midlands	£70,000	£110,000	£85,000	£700
Thames Valley	£75,000	£120,000	£89,000	£800
South Wales	£70,000	£105,000	£81,000	£650
Head of Contact Centre/Operations
South West & West Midlands	£55,000	£75,000	£65,000	£500
Thames Valley	£62,000	£80,000	£70,000	£550
South Wales	£50,000	£80,000	£55,000	£450
Contact Centre Manager
South West & West Midlands	£33,000	£45,000	£38,000	£300
Thames Valley	£35,000	£45,000	£40,000	£350
South Wales	£28,000	£40,000	£35,000	£250
Sales Centre / Outbound Manager **
South West & West Midlands	£40,000	£60,000	£48,000	£300
Thames Valley	£45,000	£65,000	£52,000	£300
South Wales	£35,000	£60,000	£45,000	£300
Team Manager *
South West & West Midlands	£21,000	£28,000	£24,000	-
Thames Valley	£23,999	£30,000	£25,000	-
South Wales	£18,000	£25,000	£21,500	-
Head of Forecasting / Planning
South West & West Midlands	£50,000	£80,000	£60,000	£500
Thames Valley	£50,000	£85,000	£63,000	£600
South Wales	£45,000	£80,000	£55,000	£500
Forecast/ Planning Manager
South West & West Midlands	£28,000	£45,000	£38,000	£350
Thames Valley	£28,000	£45,000	£38,000	£375
South Wales	£25,000	£40,000	£35,000	£350
Outsource–Business Development Manager (Basic only)
South West	£45,000	£90,000	£60,000	-
Thames Valley	£50,000	£110,000	£75,000	-
South Wales	£35,000	£80,000	£50,000	-
Client Service / Accont Manager
South West & West Midlands	£30,000	£60,000	£48,000	-
Thames Valley	£35,000	£65,000	£50,000	-
South Wales	£27,000	£50,000	£42,000	-
Training Manager
South West & West Midlands	£29,500	£50,000	£39,000	£500
Thames Valley	£30,000	£50,000	£41,000	£500
South Wales	£27,000	£50,000	£35,000	£400
Head of Customer Experience
South West & West Midlands	£55,000	£100,000	£75,000	£700
Thames Valley	£55,000	£110,000	£80,000	£700
South Wales	£40,000	£70,000	£60,000	£500
Customer Experience Manager
South West & West Midlands	£33,000	£60,000	£45,000	£400
Thames Valley	£40,000	£65,000	£49,000	£400
South Wales	£33,000	£60,000	£45,000	£400

* Where no figures have been included we were not able to ascertain a strong indicator. With business development

** OTE package

15th April 2010