Customer Contact Salary Survey 2016

PSD

SALARY & TRENDS SURVEY2016Customer Contact

PSDWe have a team of 5 customer

contact recruiters with in excess of 35 years’ collective experience

In the last 12 months we have registered over 850 new candidates of which 60% came from referrals

There are 13,800 + candidates on PSD’s Customer Contact database

In 2015 we placed 65 permanent manager and director hires and 12 interim placements

60% of the roles that we work on are either retained or on a fully exclusive basis

70% of our work is repeat business resulting from the high quality service and delivery we provide

The majority of positions filled are predominantly filled via search methodology

In 2015 we launched our brand new interactive website maximising our clients’ exposure, through branding and multimedia functionality www.psdgroup.com

PSD is ISO9001:2008 accredited. This provides assurance that PSD works rigorously to attain the highest quality standards through continuous improvement

PSD Customer Contact have a LinkedIn group which provides relevant new updates and notification of exceptional new customer contact opportunities

PSD has been awarded the Investors in People Gold Award. This is recognition for the outstanding development programme that we adhere to

PSD is a values based organisation. All employees work within our six values; open-mided, accessible, adaptable, committed, partners and successful

PSD Manchester donates to local children’s charity Cash for Kids and were awarded the 2015 Time to Shine award for “Manchester’s Most Giving Company”

PSD has also been honoured with the “Payroll Giving Platinum Award” by the Charities Aid Foundation for the past two years

Why PSD Customer Contact?

For a confidential discussion about your requirements or to discuss your career aspirations please contact Rob Dermott, Associate Director, PSD Group on +44 161 234 0354 / [email protected]

www.psdgroup.com

03

PSD

Customer Contact 2016Foreword

Welcome to PSD’s Customer Contact 2016 Salary Survey, an essential guide to pay and reward across all industry sectors.

Contents

03 Foreword04 PSD: An Overview05 Customer Contact06 Market Overview08 Candidate Results12 Client Results17 Gender Diversity20 Survey - Methodology 22 Banking & Financial

Services23 Business,

Professional Services & Outsourcing

24 Energy & Utilities25 Not For Profit26 Retail27 Travel, Leisure &

Gaming28 Telecoms, Technology

& Media29 Interim Recruitment30 Ensuring a Successful

Recruitment Outcome 31 Contacts

We believe this is the most useful and comprehensive of all Customer Contact salary surveys and allows customer contact leaders, HR professionals and candidates to analyse trends and benchmark their own company’s reward policy.

Input for this survey has been gathered as the UK economy continues to recover from the crisis of eight years ago, however there are still a number of external risks that could impact our economy. The world is becoming even more globalised and it continues to impact our industry with services delivered to the UK from across the world. For us, 2015 was the year that the digital impact on customer service really started to mature. We have seen the need for more digital customer service specialists and as 2016 progresses this is increasingly evident.

2015 was also an interesting year for us at PSD regarding gender diversity in Contact Centres. We had a number of clients talk to us about this issue. On one meeting we were asked to explain why our shortlist was skewed towards one gender. On a number of others clients talked openly that they felt the lack of diversity at senior manager and director level was causing issues for their business and decision making.

We felt as this had been raised on a number of meetings it would be interesting to survey. In our results section you will see that 35.9% of clients still feel the gender split at senior level is not balanced. We also asked clients what they are doing to balance their workforce - as bringing in external talent must be supplemented by developing their internal management team.

Our Client and Candidate surveys give a good flavour of how 2016 should look. From our client survey, 46% of clients expected to increase their workforce this year whilst 19% expected to decrease headcount.

There are still a number of candidates who are keeping an eye on the market so with this turnover we see 2016 being a busy year for recruitment. However, by using some of the findings from this guide it could help you retain or grow a diverse workforce with pay and benefits to match their expectations and market rates. Salaries in 2016 are broadly similar to 2015 except when skills are in high demand.

Rob Dermott

Associate Director - Customer Contact Practice.

Our survey is the result of a comprehensive salary survey completed online by permanent and interim Customer Contact professionals responding to an email invite and reviewing PSD’s own database of 12,000+ Customer Contact specialists. We also had input from members of the UKCCF via their website.

http://uk-ccf.co.uk/#sf-

04Customer Contact 2016 PSD: An Overview

Our Specialist Practices:

Board PracticeAccountancy, Finance & AuditCompliance & RiskCustomer ContactDigital & E-CommerceHospitality & Retail ManagementHRMarketingInstitutional InvestmentsProcurement & Supply ChainSales & Business DevelopmentTechnology & Change

Recruitment Services

All consultants are subject matter experts in their chosen fields and are fully trained in candidate management, executive search, advertised selection, file search and contracting. This ensures that they are in the strongest position to recommend solutions that are appropriate to the individual needs of candidates and clients. This highly specialist approach enables PSD consultants to understand needs, identify appropriate roles and suggest the best talent quickly, whether for single appointments or large-scale assignments. In the past five years PSD has successfully completed assignments in 75 different countries.

Our People

Standing out in the recruitment market is never easy; most consultancies offer similar services. However, at PSD we have a key point of difference - the quality of our people. All PSD consultants have the skills and knowledge to provide candidates and clients with an exceptional level of service.

Our Purpose

The principle objective is to be recognised as the leading specialists within PSD’s chosen markets, with an outstanding reputation for the quality and effectiveness of services. The priority is building strong partnerships with our clients and candidates. PSD is committed to improving performance and consistently strives as a business to do this. The culture is based upon core values, which promote effective teamwork, open communication and a sense of pride in all aspects of our business.

Commitment to Quality

PSD became ISO accredited in 1995 and continues to maintain this valued accolade. It provides all our customers with assurances of a consistency of service that is audited on a regular basis. PSD has recently been awarded Gold Status by Investors in People. This was achieved through extensive training and development of all employees. In summary, PSD is recognised for its high standard of services and the strong calibre of consultant operating in the business.

The Survey focuses purely on executive and management roles within the Customer Contact field.

PSD is a leading international board management and executive recruitment consultancy operating across the UK, Europe and Asia Pacific Region.

The PSD Group was founded in 1991 through the acquisition and integration of a number of specialist recruitment consultancies. Operating in specific markets for over 40 years with in excess of 300 employees in seven offices across Europe and Asia. The strength of our business lies in the dedicated approach and expert knowledge across specialist sectors and functional disciplines. Each division of PSD is well-established as a market leader of recruitment services at the mid to senior level.

05

PSD

Customer Contact 2016Customer Contact

Established in 1992 our Customer Contact practice comprises of 20 consultants in locations worldwide with specialist teams dedicated to the following sectors:

Our Specialist Functions:

Banking & Financial ServicesBusiness & Professional ServicesEnergy & UtilitiesFMCGIndustryLeisure & TravelMediaPublic Sector and Not for ProfitPhamaceuticals & Health CareProperty and ConstructionRetailTechnology

PSD successfully works with clients across the UK and Internationally in a broad range of sectors.

• Executive Search

• Selection & Assessment

• Contingency

• Interim & Contracting

• Research, Mapping and Benchmarking

• Board Practice

• Banking & Financial Services

• Business & Professional Services

• Hospitality, Leisure & Travel

• Industry

• Property & Construction

• Retail & Consumer

• Technology, Media & Sport

FunctionsWe operate through all functions in Customer Contact and provide expertise in the following areas including:

• Business Development

• Call Centre

• Client Services

• Contact Centre

• Collections

• Continuous Improvement

• Customer Experience

• Customer Service

• General Management

• Interim & Contracting

• Multichannel / Digital

• Project Management

• Programme Management

• Resource Planning / MI

• Training / Coaching

• Telesales

Recruitment ServicesOperating at executive, management and board level, we provide comprehensive recruitment services for both single appointments and large-scale assignments delivered through a rigorous project management system.

Our approach is open and collaborative and recommendations are made only after careful consderation and analysis of clients’ specific needs.

Our core services are:

06Customer Contact 2016 Market Overview

2016 should be shaping up to be a bumper year for the Contact Centre Industry.

To enable productive online networking between professionals, PSD has an established LinkedIn Group; PSD Customer Contact

As in last year’s survey a high number of candidates could be persuaded or are actively considering a move. This is 69% of all candidates surveyed. As consultants, PSD regularly ask candidates who are looking for a move, why :- common answers include:

• My manager isn’t inspirational

• I feel stale in my role

• My organisation is not allowing me to innovate my area

• It’s time to move as I feel confident that the economy has recovered

These thoughts from candidates are interesting because when we look at clients and their survey results the key reasons they hire externally are:

• Ensuring you get the best talent for the role (77%)

• No internal skills at that level (54%)

• A fresh perspective (34%)

By internal action, the first two could be resolved either by better talent management or ensuring the leadership team fully engages with direct reports.

Over the last twelve months PSD has again seen a change in the mix of opportunities that we support. Key areas have been focused around customer service / customer experience and also improvements to digital service offerings and innovation in these areas.

Other key trends that we have witnessed include:

• Candidates continue to receive multiple job offers

• Candidates are increasingly counteroffered - so it is key that we establish the primary reasons for a move as money doesn’t regularly factor

• Candidate experience is key. Clients who provide prompt feedback and progress reports are having a better success rate in attracing new employees

• The use of transactional recruitment methods continues to increase which works well at agent and team management level - but not at senior management level

Our reputation and continuous improvement produces strong relationships with talented professionals, allowing us to effectively match them with suitable opportunities that meet their career aspirations

The 2016 survey shows a positive balance of 28% of organisations looking to expand their workforce during the year. This is up marginally on our figures from the 2015 survey.

https://www.linkedin.com/groups/3675418


07Customer Contact 2016

PSD

Market Overview ContinuedThis is still an exciting time for the contact centre industry and shows there is real opportunity for clients to obtain great staff if they have a robust and engaging recruitment process.

After last year’s report we talked about how organisations in the utilities, retail and telecoms sectors had undertaken a wholescale TUPE of their customer service departments. This time we have seen some challenging decisions made. One major utilities firm who is low down the customer service rankings has announced redundnancies internally and at its outsource provider. This is without investment or innovation to combat customer experience rankings. Another retailer has now asked its outsource provider to offshore work to reduce cost. Both are challenges to the industry but there are plenty of positives that we continue to see:

• Increased centralisation of office units into contact centres - we have seen this with legal firms, professional services business and also FMCG and manufacturing businesses

• Contact centres are increasingly using project management methodologies - Six Sigma / Prince2 to drive continuous improvement

• Customer experience is increasingly affecting all aspects of the customer journey and the ‘digital’ drive is also key

To ensure an accurate sample across the industry we surveyed where response came from which was broadly in line with industry sector splits.

All in all the marketplace is proving positive however, should you require any specific information to assist your organisation please contact the appropriate consultant on the contacts page.

PSD’s Website continues to attract quality candidates and compliments our advertising response on behalf of our clients

www.psdgroup.com/customercontact

17.7%

16.7%

13.1%

8.1%

8.1%

8.1%

7.6%

7.1%

6.6%

5.1% 2.0%

Which of the following most accurately describes the current sector you are employed in?

Business / Professional Services

Financial Services / Banking

Outsourcing / BPO

Technology

Telecommunications / Media

Other

Energy & Utilities

Not for Profit or Government

Retail

Travel / Leisure

FMCG / Manufacturing

http://www.psdgroup.com/Specialist_Practices/Customer_Contact/

08Customer Contact 2016 Candidate Results - gained

from our online survey

The PSD Customer Contact team focuses on mid to senior level appointments offering a full range of recruitment services

PSD actively works to identify the most talented Customer Contact professionals and deliver outstanding customer service

In late 2015 we undertook a survey of both clients and candidates to obtain an overview of what is going on in the contact centre employment marketplace.

For candidates, we wanted a picture of what made up their package and how they felt about prospects to change careers. Between the two surveys and salary findings we feel this gives a good flavour of the factors that can either retain good staff or ultimately make them decide to move on to pastures new.

Candidate Benefits & Trends SurveyThe findings follow but some headlines include:

• 33.8% of candidates received a car allowance or benefit, this is significantly lower than the 43.8% registered last year and continues the trend of car allowances being rolled into basic salaries

• Bonus continues to be an important part of the overall package with 72.7% receiving some bonus

• Bonus values continue to vary widely, however only 23.7% of respondents received over 20% of their salary as a bonus

• As in 2014, we asked candidates what they felt were the top benefits their employer should provide. “Flexible Working Arrangements/Homeworking/Hours “ was again in 4th place. This shows that a benefit with little direct cost to an employer can have a big impact on how employees feel. Good holiday allowance moved from 5th to 2nd again demonstrating that work /life balance benefits are increasingly important

• Candidates are increasingly confident about their employment prospects at present with only 5.8% feeling negatively, this is a further improvement from 6.4% in the last survey

• Last year 84% of candidates who responded were open to a move, this year it has fallen to 68.6%. This means that more individuals are feeling happy in their roles. We surveyed current and archived candidates and those recently registered along with members of our LinkedIn group

• Approaching 40% of employees were recruited externally by their employer through a recruitment agency, showing the importance of consultancies, referrals and knowledge


PSD

14.9%

19.4%

22.4%

9.0%

9.0%

6.0%

9.0%

10.4%

What is the value of your car allowance or benefit?

£3000 - £3999

£4000 - £4999

£5000 - £5999

£6000 - £6999

£7000 - £7999

£8000 - £8999

£9000 - £9999

£10000 +

41.0%

35.3%

12.9%

3.6%

7.2%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

% of

Res

pons

e

% Of Basic Salary

What was your last bonus as a % of your basic salary?

0 - 10 %

11 - 20 %

21 - 30 %

31 - 50 %

50+ %

PSD Customer Contact encourages all individuals to have a professional, up to date and business focused social media presence


PSD

77.6%

70.0%

65.5% 64.1%

44.8%

39.5%37.2% 36.8%

18.4%

11.7%9.9%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

What additional benefits do you feel are most important for an employer to provide? (select top 5)

Pension

Good Holiday Allowance

Private Healthcare

Flexible working arrangements / Homeworking / Hours

Car Allowance

Critical Illness Cover

Life Insurance

Flexible benefits allowance

Childcare Vouchers

Season Ticket Loan

Cycle to work scheme

26.9%

46.6%

20.6%

5.8%

0.0%

How positive do you feel about securing a new role in the current employment market place?

Very positive

Positive

Neutral

Negative

Very Negative

Expert knowledge of our specialist markets, precision search techniques and rigorous project management ensure that we can adapt to the fast changing and complex needs of our clients and achieve unparalleled accuracy and speed of results


PSD

38.1%

30.5%

31.4%

Are you considering a move at the moment?

Yes, passively, if the rightopportunity came along

Yes, proactively looking

No

39.5%

23.3%

15.7%17.0%

4.5%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

% o

f Res

pons

e

Method

How did you secure your last permanent position?

Recruitment Agency

Direct by Employer

Own Network

Recommended / Approached

Online Advert

A combination of best-in-class search techniques, indepth industry knowledge and extensive contact networks have helped us build an outstanding reputation for identifying and attracting the very best talent

12Customer Contact 2016 Client Results - gained from

our online survey.

For a more detailed opinion on pay and reward do not hesitate to contact a member of the team listed at the back of this report.

Our reputation has been built upon our ability to deliver highly effective recruitment solutions to our clients

We asked Clients (that we have and haven’t worked with) questions regarding how they felt their organisation was fairing in terms of headcount, optimism and future recruitment.

Client Outlook & Trends SurveySome of the key findings include:

• 18.7% of client respondents were likely to reduce headcount over the next year. This is 4% higher than last years 16.6%, however that means a large balance are still looking to attract talent

• Organisations do try to succession plan, the vast majority will need to bring in external talent to ensure business success

• A huge proportion of organisations continue to recruit externally and this has remained stable 80.5% (last year 81%) of organisations have recruited externally for roles of £40K plus. The top three reasons for going external are “Ensuring you get the best talent” for the role, “ No internal skills at that level” and instead of “New role within the business” (in 2015), the third highest rated reason was “A fresh perspective”

• The departments with the greatest need for external talent are: customer service, project / programme management and support functions (Resource Planning / MI / Dialler). Sales fell to 4th place from 1st last year

• Less organisations have used an interim resource over the last 12 months – 41.5% this compares to 52% the previous year. This backs up our view that the permanent market has strengthened at the expense of the interim market.

• Project / programme management and customer service functions were the departments that required the most interim support

• A slightly higher proportion of clients feel the need for interim support over the next 12 months at 25.6% vs 21% last year

• 90% of clients continue to use a recruitment consultancy to source external talent (92% last year). The primary reason for this was knowledge of the sector / expertise (87.9%). This indicates a specialist partner such as PSD Customer Contact is a key consideration when choosing a recruitment solution


PSD

21%

25%35%

17%

2%

How would you describe your organisations plans for headcount growth over the next 12 months?

Looking to grow headcountsignificantly

Looking to grow headcountmarginally

Neutral

Looking to downsize headcountmarginally

Looking to downsize headcountsignificantly

17.2%

31.0%

25.3%

18.4%

8.0%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

Resp

onse

Cou

nt

% of Management Roles

What percentage of management roles do you successfully hire bysuccession planning or internal moves?

0 - 20%

21 - 40%

41 - 60%

61 - 80%

81 - 100%

Our worldwide offices and global candidate networks support the international reach of our clients and reflect the global nature of today’s talent pool


PSD

80.5%

19.5%

Have you recruited 'externally' over the last year at management level? (roles c£40k plus)

Yes

No

33.8%

76.9%

9.2%

29.2%21.5%

53.8%

21.5%

10.8%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

% o

f Res

pons

e

What are the primary factors for this? Please tick all that apply

A fresh perspective Ensuring you get the best talent for the roleInterim Project Lack of succession planningNew role within business No internal skills at that levelPerformance / Culture Change Upskilling

PSD employs highly experienced consultants who are subject matter experts in their specialist fields


PSD

33.8%

15.4%

30.8%

69.2%

21.5%

46.2%

36.9%

44.6%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

% o

f Res

pons

e

Function / Job Area

In which functions / job areas have you recruited externally? (Please tick all that apply)

Back Office

Collections

Customer Experience

Customer Service

Online / Self Serve

Project / ProgrammeManagement

Sales

Support Functions(Resource Planning / MI /Dialler / Training etc.)

20.6%

47.1%

55.9%

11.8%

17.6%

52.9%

8.8%5.9%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

% o

f Res

pons

e

If you go external for your interim resource what are the primary factors for this? (Please tick all that apply)

A fresh perspective

Ensuring you get the best talentfor the roleInterim Project

Lack of succession planning

New role within business

No internal skills at that level

Performance / Culture Change

Upskilling

Interim professionals bring specialist expertise to major projects during corporate and cognitive restructuring, systems implementation and planned and unplanned strategic change


PSD

11.8%

4.6%

35.3%

20.6%

11.8%

41.2%

8.8%

26.5%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0%

In which department have you required an interim management resource? (Please tick all that apply)

Back Office

Collections

Customer Service

Customer Experience

Online / Self Serve

Project / Programme Management

Sales

Support Functions (ResourcePlanning / MI / Dailler / Trainingetc)

25.6%

52.4%

22.0%

Do you see a need to use external interim managers over the next 12 months?

Yes

No

Don't know

At PSD we adopt a flexible, adaptable and creative approach to designing effective hiring solutions for our clients

17

PSD

Customer Contact 2016Gender Diversity

An important issue?

In our role as a recruitment consultancy our goal is to attract and recruit the best candidates for our clients while encouraging and selecting candidates on the basis of merit

Throughout 2015, PSD worked with a number of clients who have indicated that they have an issue with the % of females at management level and they want to do something to address this. Gender diversity can be a hot topic but recruitment companies are not necessarily the solution to address this - our mentatility is to secure the best talent for a role, irrespective of gender, sexuality, race, religion, disability or any other areas that could be considered as discrimination.

As part of our survey we asked clients what were the key ways that organisations were looking to address this issue, results were:

• Identifying & nurturing talent into senior roles - 47.9%

• Allowing flexible working hours - 19.7%

• Allowing flexible work days - 11.3%

• Having a target in place to ensure a certain percentage of females at management level - 4.2%

• Allowing job shares -1.4%

From the survey, many clients were using a number, if not all of these methods to assist in balancing gender diversity. Please see graphs on pages 18 and 19.

Several clients actually commented that it was not about gender diversity but this was “not applicable as we employ the most suitable person for the role no matter whether they are male or female”. This is an interesting point as in the strive for equality or targets it may mean that other demographics are over looked. Another client commented that “we also identify where we are underrepresented and try to advertise to attract that demographic” and another “we nurture talent and are very successful in having a balance in management roles up to director level”.

We also asked organisations what percentage of senior managers were female in their organisation. This did vary widely as you can see on the following page, 48.7% of respondents noted that 41-60% of their management was female – so accounting for a margin of error it does appear fairly balanced. However, we also see that 28.2% of respondents said that gender diversity did feature as a key area for their organisation to address.

There are a number of reasons that gender diversity in the workforce is apparent, but what is also clear is that companies are talking about it and in most instances putting practices into place to continue to drive equality.

36% of organisations surveyed felt that their senior management team was not balanced in relation to their overall organisational gender split.


PSD

64.1%

35.9%

Do you feel that your senior management team is balanced based on the overallgender split across your organisation?

Yes

No

5.1% 5.1%

11.5%

23.1%

33.3%

15.4%

2.6%1.3%

2.6%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

% o

f Re

spon

se

% of Females in Management (see right)

Approximately what is the percentage of females in management positions in your organisation as a % of all management?

0 - 10 %

11 - 20%

21 - 30%

31 - 40%

41 - 50%

51 - 60%

61 - 70%

70% or more

Unsure

PSD is a meritocracy. We provide a working environment and culture that recognises, embraces and values diferences. We recognise and reward hard work, commitment and success


PSD

28.2%

71.8%

Does the issue of gender diversity at management level feature regularly as a key area for your organisation to address?

Yes

No

19.7%

1.4%

11.3%

4.2%

47.9%

15.5%

What as a business are you doing to increase the equality of gender diversity at management level? Tick all that apply

Allowing flexible working hours

Allowing job shares

Allowing flexible working days

Have a target in place to ensure acertain percentage of roles areoccupied by a specific gender

Identifying and nurturing talent intosenior roles

Other

PSD’s Board Practice recently published an edition of InFocus which discussed Diversity, Inclusion and Unconscious bias click here to read more

http://www.psdgroup.com/Newsletters/Board_Practice_InFocus_-_Summer_2015/

http://www.psdgroup.com/Newsletters/Board_Practice_InFocus_-_Summer_2015/

20Customer Contact 2016 Salary Survey Methodology

PSD currently has a database of 13,849 registered candidates in the contact centre industry.

The PSD brand continues to attract high calibre candidates with over 800 new CVs registered in the last 12 months

PSD has also worked on in excess of 350 senior appointments over the last 12 months, so this gives us an unrivalled opportunity to use this information to survey current salaries in the marketplace. The survey targets the 7 most popular job families over the last 12 months.

• Director - Customer Service / Sales / Customer Experience

• Site Director / Head of

• Call Centre Manager - c200FTE

• Support Manager - Resource Planning / Change / MI

• Customer Experience Manager

• Project Manager

• Interim Manager (Day Rate)

We have also surveyed two relevant roles for each specific contact centre sector.

We looked at the lowest and highest salaries in that job family, but then looked at where the median banding spiked. Each organisation has specific requirements so salaries do vary widely.

Organisation benefits packages also vary widely and this can have a direct impact on the salary that is on offer. For example, direct costs such as greater pension contribution or healthcare, so it is important that salaries are considered in conjunction with other benefits on offer. Please see page 10 for information on what benefits are of most value to candidates.

For more bespoke information on a specific role please feel free to contact your sector focused PSD Consultant.

Our values provide us with a real sense of who we are and what we want to be which attracts and retains some of the best recruitment consultants in the industry. High staff retention helps us to build strong and enduring relationships with our clients and candidates

UK CONTACT CENTRE FORUM

‘Promoting contact centre best practice’

The UK’s number one user group

To discuss how UKCCF can help your

business please contact Trevor Butterworth

on 07932 669299 or email

[email protected]

For more information visit

Events & networking

Conferences

Awards program

Forums

Special interest groups

www.uk-ccf.co.uk


PSD

Banking & Financial Services4743 Candidates Surveyed

ROLE MINIMUM SALARY MEDIAN BANDING MAXIMUM SALARY

Director (Customer Service / Sales / Experience) £70,000 £80,000 - £110,000 £190,000

Site Director /Head of £60,000 £72,000 - £100,000 £140,000

Manager Call Centre c200FTE £40,000 £45,000 - £60,000 £80,000

Support - Head of RPM / Change / MI £48,000 £65,000 - £80,000 £105,000

Senior Customer Experience Manager £35,000 £60,000 - £80,000 £100,000

Project Manager £40,000 £50,000 - £65,000 £75,000

Collections Manager £40,000 £50,000 - £65,000 £75,000

Claims Manager £40,000 £50,000 - £70,000 £75,000

Interim Project Manager (Day Rate) £350 £500 - £650 £1100

Recent Customer Contact Appointments in the Banking & Financial Services Sector:

Open-Minded - The idea behind the value of open-minded is a genuine ability to listen to clients and colleagues. Rather than just thinking about what we have to say about ourselves, we should first concentrate on openness.

• Director of Operaions - Challenger Bank

• Resource Planning Manager - Retail Bank

• Head of Telephony - Financial Services Provider

• Head of Planning - Retail Bank

• Head of Collections - Credit Card Organisation

• Global Director of Workforce Planning - Financial Services

• Dialler Manager - Expanding Bank

• Operations Manager - Financial Services

• Head of Sales - Insurance

• Trainer / Coach - Financial Services Provider

• Interim Head of Operations - International Bank

• Head of Continuous Improvement - Boutique Insurer


PSD

Business, Professional Services & Outsourcing

2286 Candidates Surveyed






Customer Experience Manager £46,000 £63,000 - £70,000 £90,000

Project Manager £45,000 £58,000 - £63,000 £75,000

Business Development Manager £40,000 £62,000 - £70,000 £95,000

Client Services Director £60,000 £75,000 - £88,000 £100,000

Interim Project Manager (Day Rate) £400 £500 - £650 £1,000

Recent Customer Contact Appointments in the Business, Professional Services & Outsourcing Sector:

Accessible - Our willingness to communicate helps to set us apart, because our collective knowledge of recruitment and the industries we serve makes us different from our competitors.

• Managing Director - BPO

• Call Centre Manager - Business Services

• Head of Planning - Outsourcer

• Head of Call Centre - Offshore Outsourcer

• Head of Site - Business Services

• Consultant - Professional Services

• Customer Experience Manager - Consultancy

• Account Director - BPO

• Complaints Manager - Outsourcer

• Programme Manager (Six Sigma) - Management Consultancy


PSD

Energy & Utilities761 Candidates Surveyed




Manager Call Centre c200FTE £40,000 £48,000 - 57,000 £68,000



Project Manager £43,000 £55,000 - £62,000 £79,000

Collections Manager £39,000 £57,000 - £67,000 £90,000

Billing Manager £35,000 £48,000 - £53,000 £75,000


Our Energy & Utilities practice comprises 25 consultants in locations worldwide with specialist teams dedicated to:

Commitment - Commitment is mutual. With clients we know that it is often our willingness to work harder and to deliver outstanding customer service that keeps us ahead.

• Water

• Electricity

• Oil & Gas

• Waste

• Renewable

• Nuclear


PSD

Not For Profit570 Candidates Surveyed







Project Manager £38,000 £49,000 - £60,000 £87,000

Customer Service Manager £38,000 £54,000 - £58,000 £70,000

Colleague Engagement £40,000 £48,000 - £54,000 £75,000


Our Not for Profit / Public Sector practice comprises 30 consultants with specialist teams dedicated to:

Adaptable - If ‘open-minded’ sets out a way of thinking, adaptable applies to the actions we take as a result. We are not rule-bound, but rather we use a framework to tailor solutions that are appropriate and effective.

• Local and Government

• Regulatory Bodies

• NHS

• Charities

• Education

• Affordable Housing


PSD

Retail1264 Candidates Surveyed







Project Manager £42,000 £54,000 - £59,000 £75,000

Complaints Manager £41,000 £47,000 - £53,000 £61,000

Digital / Online Manager £40,000 £60,000 - £68,000 £90,000


Our Retail practice comprises 30 consultants with specialist teams dedicated to:

Partners - Partnership is at the core of what we do. We have to be capable of working across geographic and functional boundaries that works to develop supportive, long-term relationships with our clients.

• Grocery

• Deparment Stores

• Fashion

• Out of Town / Electrical / DIY

• High Street

• Catalogue / Direct

• International

• E-Commerce Retailers


PSD

Travel, Leisure & Gaming1014 Candidates Surveyed







Project Manager £30,000 £50,000 - £65,000 £84,000

Telephony Optimization £40,000 £45,000 - £52,000 £65,000

Reservations Manager £38,000 £46,000 - £54,000 £80,000


Recent Customer Contact Appointments in the Travel, Leisure & Gaming Sector:

Successful - We create trust, the basis of success. Trust means that candidates know that we have integrity; it means that clients can believe in our communications and rely on us to deliver what we say.

• Head of Guest Experience

• Head of Customer Experience

• Customer Experience Consultant

• General Manager Customer Operations

• Head of Customer Operations

• Head of Membership Sales

• General Manager - Customer Services

• Global Operations Manager

• Resource Planning Manager

• Project/Programme Manager

• Transformation Specialist

• Service Delivery Manager


PSD

Telecoms, Technology & Media2290 Candidates Surveyed







Project Manager £42,000 £58,000 - £67,000 £80,000

Telesales Manager £35,000 £50,000 - £60,000 £100,000

Head of Self Service £60,000 £75,000 - £85,000 £120,000


Recent Contact Centre Appointments in the Telecoms, Technology &

Media Sector:d

Our aspiration is to be the best at delivering highly effective recruitment solutions to our clients. That means we have to be a genuine people focused, values-driven business.

• Programme Manager - Media

• Head of Resource Planning - Telecommunications

• Customer Experience Manager - Technology

• Project Manager - Media

• Head of Customer Experience - Telecommunications

• Head of Retention - Telecommunications

• Head of Broadband - Telecommunications

• Business Relationship Manager - Media

• Director of Customer Service - Medical Devices

• Director Customer Operations - ISP

• Head of Strategy - Mobile Provider

29

PSD

Customer Contact 2016Interim Recruitment

Professional Contractors and Interim ManagersIn any modern, commercially driven organisation, success is characterised by a business’s ability to implement change effectively whilst remaining efficient and dynamic. As a consequence contractors and interim managers are utilised as a resource and are able to leverage a competitive advantage or simply stabilise operations through periods of change.

Salaries for Interim Consultants will depend on length of contract, size of operation and location. Daily rates are normally quoted minus expenses. Some interim contracts may include a performance related bonus, dependant on completion of projects.

Why use Contractors?Interim staff can add significant value to major projects during corporate restructuring, headcount freezes, systems implementation, maternity cover or any similar planned or indeed unplanned circumstances.

These individuals posess a track record of industry specific success ensuring that with a minimum lead in time they are able to ‘hit the ground running’ and immediately make an impact on the business.

What is the cost?Contractors and interim managers earn a daily or hourly market rate for their level and experience. Costs associated with their engagement are relevant only for the contract term.

Why choose PSD?PSD provides a flexible service that is individually tailored to your organisation’s particular requirement. Each consultant is a sector expert and works solely within their vertical market.

The benefit to both client and candidate is that PSD builds effective long term relationships and can introduce your organisation to high calibre individuals relevant to your business at any given time.

After registering a contract position with PSD you will receive a call back to detail the process that will take place in order to successfully fill the role.

The network of contacts a consultant has will ensure that in the majority of cases PSD will be able to fill the vacancy within 48 hours or within agreed timescales.

We appreciate that time is the key aspect when recruiting contract and interim roles. With this in mind we are able to conduct the full interview and selection cycle representing your organisation with the upmost efficiency and effectivenes.

Should you have any queries in connection with this service please refer to the contact details provided at the back of this document.

30Customer Contact 2016 Ensuring a Successful

Recruitment OutcomeA clear and concise recruitment process is required to ensure a successful outcome when looking for any new member of staff, this is particularly pertinent in today’s challenging marketplace.

We have identified 7 basic action points to help you successfully recruit the best candidates.

Recruitment Consultancies remain by far the most recognisable route for individuals to secure their next career move

1. Make sure that you sell your company and the role to the candidate - they need to buy into you and have confidence that this is the right company and role for them. This is especially true if the candidate being interviewed is currently in a stable role or has a long tenure with their current employer.

2. Ensure a quick and efficient interview process - if momentum is lost, the candidate may lose interest or go elsewhere. We have found a significant number of roles have gone on hold over the past twelve months, due to a number of factors, primarily changes in business requirements, or the role not being signed off. Wherever possible, work with your recruitment provider/internal teams to minimise these risks.

3. Offer realistic salaries - in today’s market, offering the correct salary for a role is extremely important. This means gauging a candidates current situation and expectations and offering a realistic package. Do not be tempted to offer candidates the same as or less than their current salary without considering this - the candidate acceptance rate can be very low, unless they currently find themselves unemployed.

4. Provide detailed information on the company/role - allow the external sourcing organisation to gather as much information as they need.They are presenting your company to potential candidates and the better briefed they are, the more benefit you will see. A clearly defined job description will do wonders.

5. Choose the most efficient recruitment solution for the role - database resourcing is not always the most effective method (especially owing to the larger number of candidates in the current market) and will depend on the recruitment, level and skill set you are looking for. Talk to recruitment experts about executive search or advertised selection to ensure you understand your options.

6. Use just one/few consultancies - don’t cast the net too far as this will result in it taking more time to recruit - consultancies should become a true extension of your business and represent you in the most professional manner.

7. Don’t lose your new recruit - whichever recruitment method you use make sure the candidate is kept in touch with - especially if there is a long notice period. Direct line managers or your recruitment partner are best placed to do this.


PSD

CUSTOMER CONTACT TEAM FOCUS

Rob DermottAssociate Director+44 (0)161 234 [email protected]

Rob is an Associate Director at PSD and leads a team of 4 consultants dedicated to the Contact Centre recruitment marketplace. Rob joined in July 2000 and undertakes assignments across the full range of sectors including BPO, Business Services, Retail, Utilities and Travel. Rob worked at the UK’s first Contact Centre specialist recruitment consultancy for over 3 years and it is this experience that makes him one of the longest serving and most experienced recruiters in the Contact Centre marketplace. Rob is a BIFM Corporate Member.

Katie MaySenior Consultant+44 (0)161 234 [email protected]

Katie is a specialist in the Banking and Financial Services sectors including Retail/Commercial Banking, Building Societies, Insurance, Credit Cards, Payments, Mortgages, Specialist Lending and Support Services. She joined PSD in October 2010 and prior to this she spent 4 years as a Consultant within the Economic Development area.

Alex KellyConsultant+44 (0)161 234 [email protected]

Alex is a specialist in the Banking and Financial Services sectors including Retail/Commercial/Challenger Banking, Insurance, Credit Cards, Payments, Mortgages, Specialist Lending and Support Services. Alex has 5 years recruitment experience coupled with extensive knowledge of contact centre management recruitment.

ContactsTo discuss any aspects of this survey or for assistance recruiting contact centre professionals please contact one of the team

Join our established LinkedIn Group; PSD Customer Contact here

mailto:rob.dermott%40psdgroup.com?subject=RE%3A%20Salary%20Survey%202015

http://uk.linkedin.com/in/robdermott

mailto:katie.may%40psdgroup.com?subject=RE%3A%20Salary%20Survey%202015

http://uk.linkedin.com/in/katiejanemay

mailto:alex.kelly%40psdgroup.com?subject=RE%3A%20Salary%20Survey%202015

http://uk.linkedin.com/in/customercontact


THE UK’S ONLY INDEPENDENT AND MOST PRESTIGIOUS CUSTOMER SERVICE BENCHMARKING PROGRAMME

LIVE CHAT SOCIAL MEDIA

EMAILPHONE

WHAT IS THE TOP 50?The Top 50 is designed to give you a true, outside in perspective of your contact centre performance against the very best in the UK, along with actionable recommendations and a personalised road map of improvement. One of the key differentiators of the Top 50 programme from other benchmarking schemes is that your results are based on REAL customer experience assessed by REAL customers and customer led KPIs. Following extensive research with customer focus groups across all demographics and regions of the UK, a series of key customer service attributes have been identifi ed by real customers as the primary factors determining a positive multi-channel contact centre experience.

Brands we work with include:

“Through the mystery shopping exercise we are able to benchmark our service provision against other providers across the industry and as a result learn from and improve on what our customers already tell us is an extremely satisfying service experience.”Michelle Hey, Head of Customer Experience Development, First Direct

TOP 7 REASONS TO JOIN1. Benchmark customer experience against

organisations not only within your market sector, but across the entire UK contact centre industry.

2. Increase customer retentionby identifying the key drivers of customer satisfaction in your contact centre and how you can improve your performance.

3. Gain valuable, independent insight into how existing & potential customers actually perceive your Service.

4. Boost staff morale and motivation by achieving Top 50 status, inspiring them to consistently deliver outstanding service and recognising their effort at the Top 50 gala dinner.

5. Meet your peers who are facing similar challenges and share ideas, with your automatic entry into the exclusive Top 50 best practice sharing events.

6. Prove the value of your contact centre to the rest of your business and secure your transformation from cost centre to profi t centre.

7. Reduce costs increase effi ciency and enhance trust in your brand.

Organiser Raj Dattani+44 (0)20 7921 [email protected]

[email protected]/Top50

Contact:

3732 Top50_2016_advert_297x210mm.indd 1 22/03/2016 12:01

Customer Contact Salary Survey 2016

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Transcript of Customer Contact Salary Survey 2016