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UK Contact Centre Management Salaries Grow
The average contact centre management salary has grown by three percent in the past 12 months to $57,127 said U.K.-based analyst firm ContactBabel.
The highest salaries are paid in London, where contact centre managers can expect a salary of over $69,777. Those in Northern Ireland and East Anglia get salaries of around $20,611 less, said the researcher in the latest edition of “U.K. Contact Centre Decision-Makers' Guide.”
The analyst firm claimed to have studied the performance, operations, technology and HR aspects of 205 U.K. contact centre operations across all sectors.
"After two years of very low salary increases, the typical contact centre manager's salary has broken $57,000 for the first time, an increase of three percent,” said report's author, Steve Morrell, in a press release. "This rise is not uniform across the industry though, new agents have seen a tiny average increase in salary of less than one percent in the past 12 months.”
Even at the management level, according to analyst firm, there are wide differences across contact centers by sector, region, inbound/outbound activity and service/sales work. For example, a typical financial services contact center manager is currently earning in excess of $17,436 more each year than a counterpart working in an outsourcing operation.
In an earlier report, the analyst firm had stated that 86 percent of contact centers had started accepting customer e-communications in the U.K., with more than one in 10 requests being in the form of e-mail.
TMCnet reported, quoting ContactBabel (News - Alert), how customer dissatisfaction with banks had increased dramatically ever since economic recession clouded the global markets.
According to this report, the past two years have seen a 440 percent increase in the number of complaints about U.K. Banks, an increase in negative calls from close to three million to over 12 million from 2008 to 2010.
Narayan Bhat is a contributing editor for TMCnet. To read more of Narayan’s articles, please visit his columnist page.
Edited by Jaclyn Allard