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Australian Call Centre Remuneration Report
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Report Content Overview
Following the successful launch of our 'New Zealand Call Centre Remuneration Report' in 2007, Hewitt CSi launched an Australian version of the report in February 2008. This report provides essential remuneration and call centre benchmarking data, as well as a comprehensive call centre metrics report and policy and practice report for Australian organisations.
The report contains:
- Market remuneration and salary packaging information for a total of 12,080 employees across 27 surveyed call centre roles
- A customised report detailing typical call centre metrics (as listed below) to assist you with benchmarking your call centre's performance
| - | Headcount |
| - | Attrition - voluntary and involuntary |
| - | Number of seats |
| - | Customer : employee ratio |
| - | Team manager : employee ratio |
| - | Gender split |
| - | Core operating hours |
| - | Calls offered per month |
| - | Calls answered per month |
| - | Average wait time |
| - | Abandoned call rates |
| - | Handling times |
| - | First call resolution |
| - | Self service / IVR usage |
| - | Cost per call |
| - | Cost per seat |
- A comprehensive report providing up to the minute policy and practice information within the call centre industry. The surveyed topic areas include:
| - | Roster arrangements |
| - | Shift, on-call and standby practices and payments |
| - | Overtime payments and practices |
| - | Public holidays - treatment and payment practices |
| - | Leave entitlements and practices |
| - | Remuneration - pay policies and practices |
| - | Training |
| - | Absenteeism |
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Work practices |
- Staff attrition trends, salary budget forecasts and economic commentary
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