Contact Centres salary insights

"We have seen growth in the public sector with both state and federal government departments seeking experienced candidates with large call centre experience."

Salary Guide image - Contact Centres insights

Recruitment for contact centres has continued to grow and strengthen over the past year and we expect this to continue throughout 2017-18.

Outbound sales and telesales candidates continue to be in high demand as organisations seek to maximise all opportunities of growing their revenue streams through both existing and new customers. Employers are requesting industry experience, giving eligible candidates leverage to achieve higher base salaries and lucrative commission structures. Employers are offering the top-end of their budget in order to secure suitable talent, but good candidates receive multiple job offers.

In general, salaries and customer service vacancy activity have remained stable, however we have seen an increase in customer service management roles requiring a focus on project management and process improvement.

In order to gain a competitive advantage in attracting talent, some organisations are offering flexible work arrangements.  Work from home opportunities are on offer by large employers in the technology, banking and insurance industries and have enabled them to keep salaries moderate whilst attracting quality talent from a new pool of candidates enticed by the flexibility.

In other flexible workplace trends, the banking industry is trialling a 20 to 30 hour working week, rostered to suit business needs, while the government sector is offering more part-time employment opportunities.

More and more organisations are preferring candidates with customer service experience from a retail or hospitality background, in order to acquire high-quality skills while keeping salaries moderate. However jobseekers are challenging these employers by increasing their salary expectations for entry-level roles. Employers are willing to increase their offer to candidates who demonstrate the core qualities and potential to succeed and grow with the organisation.

Jobseekers are seeking career progression and basing decisions on factors such as hours and working conditions.

In highest demand are jobseekers who are highly-motivated, demonstrate the ability to achieve KPIs and targets along with the resilience to work in a challenging customer-centric environment. Whilst many jobseekers see contact centre roles as a stepping stone, employers want staff who enjoy working in a contact centre and are able to provide a high-level of customer service. Previous experience is always highly regarded, while an eagerness to learn and outstanding communication skills will give jobseekers the opportunity to break into the industry.

The use of temporary staff has been increasing, in particular to cover seasonal requirements. Employers are looking for candidates who can hit the ground running without extensive training and they will pay a premium for these candidates.

We have seen growth in the public sector with both state and federal government departments seeking experienced candidates with large call centre experience. Skills in demand include dispute resolution as well as strong systems and data entry skills. Employers are open to candidates with a commercial background, in particular those from financial services.

Live chat and real time communication have become increasingly common, creating a need for jobseekers with experience managing web chat and social media responses and strong written communication skills.