The UK Contact Centre Salary and Skills Guide – CCMA Report Download
First ever UK Contact Centre Salary and Skills Guide launched by CCMA
The CCMA (Call Centre Management Association) has launched the first ever UK Contact Centre Salary and Skills Guide with the support of Page Personnel, giving its members access to data about the salaries of 15 roles across the contact centre by region, plus insights into employee benefits and the most in-demand skills.
Leigh Hopwood, CEO of the CCMA, commented,
“Our industry has experienced immense change in recent years, accelerated by the impact of Brexit and the pandemic. We are increasingly seeing the consequences of more sophisticated technology developments that are removing more simple tasks that were once handled by advisors,”
“What has become more apparent is the need for a greater variety and depth of skills and competences in the workforce to manage more complicated conversations. The question is, are the salaries on offer reflective of this?”
Supported by data and expertise from Page Personnel Customer Service and Contact Centre, the UK Contact Centre Salary and Skills Guide provides evidence of the salaries offered for roles including Advisor and Team Leader, through to Head of Contact Centre and Head of Customer Experience, and includes specialist roles such as Telesales, Contact Centre Trainer and Resource Planning Manager.
“We believe it’s crucial to understand the shape of the industry you operate in and key trends and information from the talent market. That’s why we have worked with the CCMA to put this comprehensive guide together,” explains Managing Director at Page Personnel, Sandra Hill.
“We have seen the importance of the contact centre sector grow massively, with customer service functions continuing to expand the remit of who they support and the tasks they are responsible for. These positions have developed into more commercial roles than in previous years, and play an integral part in ensuring the success of an organisation. As a result, recruitment has changed from a circumstantial requirement to a proactive and necessary component in any forward-thinking business.”
Many businesses have successfully navigated through the last three years by being open to change, innovation and offering more outside of financial solutions to their employees, directing resources to mental health, flexible working, maternity and paternity policies and staff welfare. Hybrid working has opened up the talent pool in many sectors, with many roles less bound by geographical location than pre-pandemic.
“A theme in this guide has been the significant changes to hit the recruitment landscape over the past several years, especially regarding flexible working,” cites Katy Bevan, Business Director at Page Personnel. “The most successful businesses are steering away from historic one size fits all models in favour of a more agile, personal and open-minded approach to attracting talent.”
Key highlights from the guide include:
1. The most in-demand roles are Complaints Handler, Telemarketer and Team Leader
2. The median time to offer is just 5 days for junior permanent roles
3. Empathy remains a key skill for frontline and management roles, especially with vulnerability growing
4. Employee benefits offered can differentiate your organisation
5. Training and career progression recognised as a high priority for candidates
6. Salaries are generally lower in the North East/Yorkshire
To access the report, please Click Here. The UK Contact Centre Salary and Skills Guide is only available to members of the CCMA and is free to download.
Membership of the largest community in the industry offers unique opportunities, such as free annual benchmarking of 20+ KPIs, free entry into the UK National Contact Centre Awards and free tickets to the UK National Contact Centre Conference, invites to Executive Networking Dinners and exclusive events for members-only. Members also benefit from discounted training through the UK National Contact Centre Academy, the industry’s training partner.
To support the industry further, the CCMA conducts regular original research for download, including the annual Voice of the Contact Centre Consumer research, the Evolution of the Contact Centre tracking the industry’s progress and Good Practice Guides on a variety of topics.
For additional information on the CCMA view their Company Profile