Agent satisfaction is an important focus for contact center managers as it greatly impacts the performance of the center as a whole. Satisfied agents lead to lower turnover and more satisfied customers. As contact center managers scramble to ensure that the center is offering all the elements necessary to satisfy its agents, salary considerations can be at the top of the list.

 

According to the 2006-07 Salary Budget Survey of North America, released by WorldatWork, 92 percent of all employees should get a raise this year. This estimate represents an increase of roughly 4 percent across all sectors for salary budgets in Canada and the US. This growth surpasses the Consumer Price Index and follows two years of unprecedented decreased in 2003 and 2004.

 

The largest increases are expected to be seen in companies with fewer than 500 employees, at 4.2 percent of the salary budget. A close second is the public sector which is anticipating a record increase of 4 percent after three years of practically flat growth between 2002 and 2004.

 

Organizations that are recognizing that key talent is essential to the success of their business are using salaries as a measure to keep top performing employees. A variety of means are also used to attract individuals to particular companies. Hiring bonuses are used by 69 percent of respondents, while another 45 percent use spot bonuses, 35 percent use retention bonuses and 28 percent offer part-time employment with benefits.

 

Variable pay is still an important part of the organizational compensation structure. Especially as more contact centers are moving from service oriented to sales oriented environments, agents are realizing the rewards of performance-based pay. This concept is increasing in other areas as well. Some 80 percent of respondents report using variable pay in multiple areas, compared to 66 percent in 2001.

 

Although the forecasts for this year are strong across the board, the highest increase was in 1981. That year saw a 10.5 percent salary increase throughout the US and Canada. While such a boost would go a long way in keeping individuals in their jobs, organizations are focusing on other areas to boost satisfaction as well to keep salaries still manageable.

 

While salaries are not the only thing that contact center employees view as an important part of achieving ultimate satisfaction, it does go a long way in making the individual feel valued by the company. What’s more, many organizations are seeking to attract more educated and skilled employees.

 

This labor force comes with a higher price tag and companies must be prepared to be competitive to attract and keep this talent. Considering the importance of customer service to the organization, budgets are being aligned to support these hiring strategies.