Low call centre salaries cause high turnover

Telephone headset The Dominion Post reported research this week showing that New Zealand businesses are struggling to recruit and retain call centre staff because their salaries were not keeping up – either with demand in a busy job market, or even in many cases with inflation.  The survey was done by Australian company, Callcentres.net, and covered 45 companies which owned between them 130 of New Zealand’s 515 contact centres.

Callcentres.net managing director, Catriona Wallace, is quoted saying 24 per cent of customer service agents changed jobs last year, compared to 21 per cent the year before.
According to Dr Wallace the average of salary of a full-time call centre worker rose 2 per cent last year to $37,052.  This is despite call centres with high turnover needing to spend about $15,000 to replace each worker.

(thanks to junesix for the photo)

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