cactus search 2011 salary survey · insurance/! healthcare!! leisure ! & travel! market!...

Cactus Search 2011 Salary SurveyThere's nothing prickly about our approach to salary surveys.

1Cactus Search Salary Survey 2011

Introduction

As industry leaders in Contact Centre recruitment, we have access to a database of over 13,000 candidates - all specialists in their sectors.

That's why we're better placed than anyone else to provide a comprehensive report on the state of the industry, with a full report on salary expectations for every key role, in every sector.

We're hoping to make this the first of our annual reports on the contact centre industry, to give our valued clients and candidates an all-round, up-to-date recruitment service.

This report includes detailed information gathered from our extensive resources, which we hope will prove to be invaluable reading material for contact centre professionals throughout the UK.


About Cactus Search

We specialise in placing individuals in managerial & specialist positions in Call & Contact Centres across the UK & Internationally. We have enviable track record of success in placing candidates across many FTSE100, FTSE250 and substantial private companies.

As true industry specialists we cover an extremely diverse range of roles and careers to include:

Management Positions: Operations Positions:

Customer Service Resource Planning - Forecasting, Real-Time & MI

Sales Dialler

Collections Training, Coaching & Performance Management

Retentions Project Managers & Business Analysts

Complaints Process Improvement & Quality

Technical Helpdesk Strategy / Change Management

Service Desk Account & Business Development Managers

Focus – Since we began in 2003 we have only specialised in Management and Specialist recruitment into Call and Contact Centres, this focus ensures that we deliver higher service levels and ultimately are more successful for our clients than many of the other UK recruiters. In fact we are regularly asked to contribute or present to the various industry publications and events with our views on the latest industry developments.

Attitude – We don’t just ‘fill vacancies’, we don’t hide behind ‘management speak’ and certainly don’t


disregard how important not only our clients are but also our candidates are to the success of our business. Overall, we value our relationships and our people – so if you want to work with a straight talking, motivated group of people who get the job done well, then talk to us.

Resource – With our bespoke Candidate Relationship database of over 13,000 management and specialist function candidates, processing over 2,000 applications a month and a website generating over 6,000 unique visitors each month we know we can find the right people for your organisation.

Breadth – We recruit management personnel across the major disciplines from Operational, Sales, Telemarketing, Resource Planning, Dialler, MI, Project Management, Account Management, Transformation management, Training and Change Management in every industry sector across the UK and Europe.

Processes – Our service driven approach with dedicated Candidate and Client managers’ has benefited some of the UK’s largest and most complex organisations, not forgetting the smaller, privately owned ones we have worked closely with.


The State of the Industry2010 was a positive year for the Contact Centre industry, which has seen continued growth despite the global recession. In the first part of 2011, there has much to celebrate, with new jobs being created in a number of UK companies, including BSkyB, John Lewis, Revolution CC, and the Newcastle Housing Group. Similarly, outsourcing continues to be a profitable industry, with Birmingham City Council extending their contract with Capita for a further five years, taking their joint venture into 2021 and generating £135 million of gross savings.

However, as predicted by ContactBabel in their white paper, Customer 2.0: Customer Experience and Profitability in the New Economy, the demands placed on contact centres by the post-recession consumer have risen sharply. They observe that since the start of the recession, UK businesses have seen an increase in complaints of 34% - that's more than 140 million extra negative calls. This frustration, coupled with a more "media savvy" customer base, has meant that contact centres and customer service professionals alike have had to expand their reach into the online world, through online chat and social media.

Another challenge that contact centres face is the Ofcom ruling that companies found to be making silent calls via automatic diallers can be fined £2 million. That said, according to a MAP Marketing-GAP tracking study suggested that despite the near-universal dislike of silent calls, landline marketing is becoming more acceptable, provided industry guidelines are followed. A spokesperson for the Data Protection House said, "a company's ability to conform to the consumer's best interest has a significant impact on the telemarketing industry as a whole, enabling the industry to expand in favour of the customer."

The expectation is that the roles discussed in this salary survey will therefore become more fluid, with the impetus firmly on ever improving the customer experience whilst at the same time continuing to make cost and efficiency savings that has allowed the industry to grow in a challenging global economy.


Head of Multi-Sites/Contact Centre Director

Role profile: Overall responsibility for contact centre operations from a strategic and operational perspective. The most senior individual in this capacity in any organisation. Usually responsible for a multi-site network of contact centres and their budgets.

Salary by region:

Minimum Maximum Average

National 65 115 90

Scotland 75 110 92.5

North East 80 115 97.5

North West 75 110 92.5


! ! ! ! ! ! ! ! ! ! ! ! ! !

!

45!

50!

55!

60!

65!

70!

75!

80!

85!

90!

95!

100!

£k

per

annum!

National! Scotland!North East!North West!Yorkshire! East Mids!West Mids! East Anglia!South West!South East! Home !Counties!

Wales!

Salary by industry:

Yorkshire 70 95 82.5

East Mids 65 95 80

West Mids 80 95 87.5

East Anglia 70 84 77

South West 85 100 92.5

South East 90 110 100

London & Home Counties 85 110 97.5

Wales 70 80 75



! ! ! ! ! !

! ! !

! !

! ! !

!

110!

30!

40!

50!

60!

70!

80!

90!

100!

£k

per

annum!

FS &!Banking!

Government !& Public Sector!

Non-Profit! Logistics/!Distribution!

Insurance/!Healthcare!!

Leisure !& Travel!

Market! Research !& Marketing!

Media! Motoring! Online! Outsourcing! & BPO!

Retail &!E-Commerce!

Telecoms! & IT!

Utilities!


Industry Average Salary

Banking/Financial Services 100

Central/Local Government 85.5

Charity & Non Profit 82

Distribution & Logistics 80

Insurance & Healthcare 110

Leisure & Travel 86.6

Market Research & Marketing 80

Media 85.5

Motoring 87

Online 82.5

Outsourcing/BPO 100

Retail & E-Commerce 80.2

Telecoms, ISP & IT 81.1

Utilities 85.6

Head of Contact Centre/Operations/SiteRole profile: Most senior contact centre manager, often with multiple reports across a single operation.

Salary by region:


National 45 85 65

Scotland 61 77 69

North East 50 80 65


Yorkshire 45 75 60


! ! ! ! ! ! ! ! ! ! ! ! ! !

78!

!

40!

45!

50!

55!

60!

65!

70!

75!

£k

per

annum!

National! Scotland! North East!North West! Yorkshire! East Mids! West Mids! East Anglia!South West! South East! Home !Counties!

Wales!

Salary by industry:

East Mids 60 80 70

West Mids 55 75 65

East Anglia 65 70 67.5


South East 70 85 77.5


Wales 60 70 65


10Cactus Search Salary Survey 2011 ! !

! ! ! ! !

! ! !

! !

! ! !

!

80!

!30!

35!

40!

45!

50!

55!

60!

65!

70!

75!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!



Banking/Financial Services 75.5

Central/Local Government 65.5


Distribution & Logistics 59.7


Leisure & Travel 63

Market Research & Marketing 56.2

Media 58.5

Motoring 60

Online 65.5

Outsourcing/BPO 73


Telecoms, ISP & IT 70

Utilities 68

Contact Centre/Customer Service/Operations Manager

Role profile: Responsibility for a number of team managers/team leaders across a single site, which may vary considerably in size - typically 4+ years management experience.

Salary by region:


National 25 50 37.5

Scotland 30 45 37.5

North East 28 50 39



! ! ! ! ! ! ! ! ! ! ! ! ! !

!

28!

30!

32!

34!

36!

38!

40!

42!

£k

per

annum!

National! Scotland! North East! North West!Yorkshire! East Mids!West Mids! East Anglia!South West!South East! Home !Counties!

Wales!

Salary by industry:

Yorkshire 30 48 39

East Mids 25 45 35

West Mids 32 48 40


South West 31 47 39

South East 30 50 40

London & Home Counties 32 50 41

Wales 27 43 35



! ! ! ! ! ! !

! ! !

! !

! ! !

!

!

!

26!

28!

30!

32!

34!

36!

38!

40!

42!

44!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!



Banking/Financial Services 43.2

Central/Local Government 39




Leisure & Travel 37


Media 36

Motoring 36

Online 35

Outsourcing/BPO 39



Utilities 41.75

Outbound Contact Centre/Sales Centre Manager

Role profile: Responsible for sales activity across one or more campaigns. If in house, will be responsible for a number of sales teams through Sales Team Managers. While these are basic salaries, these roles are heavily influenced by bonuses & benefits.

Salary by region:


National 28 60 44

Scotland 29 45 37

North East 31.2 55 43.1



! ! ! ! ! ! ! ! ! ! ! ! ! !

!

20!

25!

30!

35!

40!

45!

£k

per

annum!

National! Scotland! North East!North West! Yorkshire! East Mids!West Mids!East Anglia!South West! South East! Home !Counties!

Wales!

Salary by industry:


East Mids 35 50 42.5



South West 31.5 45 38.25

South East 29 45 37


Wales 28 42 35



! ! ! ! ! ! !

! ! !

! !

! ! !

!

!

20!

22!

24!

26!

28!

30!

32!

34!

36!

38!

40!

42!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!








Leisure & Travel 39


Media 32.5

Motoring 39

Online 35

Outsourcing/BPO 33



Utilities 32

Forecasting & Planning Manager

Role profile: Generally managing a team of resource planners & MI analysts in a support capacity. Often responsible for the strategic direction of the unit and day-to-day. Responsible for communicating with the operation.

Salary by region:


National 25 45 35

Scotland 25 43 34

North East 30 40 35

North West 33 45 39


! ! ! ! ! ! ! ! ! ! ! ! ! !

40!

28!

29!

30!

31!

32!

33!

34!

35!

36!

37!

38!

39!

£k

per

annum!

National! Scotland! North East! North West!Yorkshire! East Mids!West Mids! East Anglia!South West! South East! Home !Counties!

Wales!

Salary by industry:

Yorkshire 30 42 36


West Mids 33 45 39



South East 32 41 36.5


Wales 31 42 36.5



! ! ! ! ! ! !

! ! !

! !

! ! !

!

!

14!

20!

25!

30!

35!

40!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!





Charity & Non Profit 36.4


Insurance & Healthcare 34.6

Leisure & Travel 35


Media 40.3

Motoring 38

Online 36.4

Outsourcing/BPO 35.5



Utilities 37.6

Team Leader

Role profile: Responsible for a team of agents, achieving KPIs, coaching & developing staff and ensuring quality. Sales team leaders are often paid more than their Customer Service counterparts, largely due to bonuses and benefits.

Salary by region:


National 20 33 26.5

Scotland 23 30 26.5

North East 20 30 25

North West 21 31 26


! ! ! ! ! ! ! ! ! ! ! ! ! !

30!

16!

18!

20!

22!

24!

26!

28!

£k

per

annum!

National! Scotland! North East!North West!Yorkshire!East Mids! West Mids! East Anglia! South West! South East! Home !Counties!

Wales!

Salary by industry:





South West 20 29.5 24.75

South East 23 31 27


Wales 20 30 25



! ! ! ! ! ! !

! ! !

! !

! ! !

!

30!

!

14!

16!

18!

20!

22!

24!

26!

28!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!








Leisure & Travel 23.8


Media 25

Motoring 22

Online 22

Outsourcing/BPO 24



Utilities 25

Training Manager

Role profile: Experience varies widely and involves side-by-side coaching, classroom training and training needs analysis. Responsible for the design and delivery of training through a team of trainers and coaches.

Salary by region:


National 25 44 34.5

Scotland 25 40 37.5

North East 29 42 35.5



! ! ! ! ! ! ! ! ! ! ! ! ! !

!

26!

28!

30!

32!

34!

36!

38!

40!

£k

per

annum!

National! Scotland!North East! North West!Yorkshire! East Mids! West Mids! East Anglia! South West! South East! Home !Counties!

Wales!

Salary by industry:





South West 29 39 34

South East 30 42 36


Wales 31 40 35.5



! ! ! ! ! ! !

! ! !

! !

! ! !

!

!

20!

22!

24!

26!

28!

30!

32!

34!

36!

38!

40!

42!

£k

per

annum!

FS &!Banking!




Leisure !& Travel!




Telecoms! & IT!

Utilities!







Leisure & Travel 32


Media 30

Motoring 37

Online 34

Outsourcing/BPO 42

Retail & E-Commerce 37


Utilities 36


A few closing thoughts...

We’ve really enjoyed working on this salary survey, and we hope you’ve enjoyed reading it. And while we’re satisfied that we’ve covered everything we’d set out to do, we’ve got a few closing thoughts that we’d like to add on.

One thing we think it’s important to note is that the variation in salary for contact centre management staff is enormously dependent not only on the location of the contact centre, but the type of contact centre it is. While we’ve tried to be fairly broad in our scope, what a role entails can vary with the size of the contact centre, its industry, and the company it belongs to.

For instance, a Contact Centre Manager in a large business may have a more narrow scope in their position, whilst managing a larger number of staff; conversely, it’s possible that in a much smaller contact centre, this role could entail managing budgets, HR, training and so on. There’s a big difference between the more strategic roles, and those which require their post-holder to be more hands-on - but unfortunately, that’s something that we’ve found rather difficult to measure in terms of tables and graphs!

What really drives the contact centre industry, though, is its absolute dependence on cultural fit, which is essential for our clients and candidates alike. The difference between those companies requiring an ambitious go-getter to really drive their team, and those which need management staff working primarily to raise levels of customer service, is hard to measure.

Fortunately, here at Cactus Search we understand that – and creating this salary has really cemented that knowledge for us!

If you've got any thoughts on our salary survey, we'd love to hear from you. We're always glad to receive feedback on our services, which we're always trying to improve.

After all, there's nothing prickly about our approach to recruitment.


Get in TouchIf you need any more information on how Cactus Search can help you as an organisation or as a candidate, please contact us.

Head Office

30 Foregate Street

Worcester

Worcestershire

WR1 1DS

London City Office

106 Leadenhall Street

London

EC3A 4AA

Registered Office

Meriden Hall

Main Road

Meriden

Coventry

CV7 7PT

Tel 0845 519 3310 (Local Rate)

Fax 01905 330 787

E-mail [email protected]

Website http://www.cactussearch.co.uk


cactus search 2011 salary survey · insurance/! healthcare!! leisure ! & travel! market!...

Documents