New Zealand Call Centre Remuneration Report

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Current Contributors
Position Descriptions - Online
Position Descriptions - .pdf Download
Career Level Matrix
Sample of Hewitt CSi's Remuneration Market Data Format
 
Prices and Order Form
 -  New Zealand Survey Prices and Order Form
 -  Australian Survey Prices and Order Form

Report Content Overview

Released annually in February, the New Zealand Call Centre Remuneration Report provides participating organisations with essential remuneration and call centre benchmarking data; as well as a comprehensive call centre industry policy and practice report.

The report contains:

  • Market remuneration and salary packaging information for a total of 5,669 employees across 27 surveyed call centre roles
  • Detailed, full-page position descriptions
  • A customised report detailing typical call centre metrics (as listed below) to assist you with benchmarking your call centre's performance
    Headcount
    Attrition
    Number of seats
    Technology
    Ratios - employee to customer / team manager to employee
    Gender split
    Core operating hours
    Employment agreements
    Call volumes
    Call handling
    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/standby payments and practices
    Overtime payments and practices
    Public holidays - treatment and payment practices
    Leave entitlements and practices
    Remuneration - pay policies and practices
    Training
    Absenteeism
    Work practices
  • Staff attrition trends
  • Salary budget forecasts
  • Economic commentary
  • Access to Hewitt CSi's Data Centre*

* Indicates that an additional fee is charged by Hewitt CSi for these products/services.

More Info

New Zealand Rachael Finnemore, Practice Manager
rachael.finnemore@hewitt.com or + 64 9 579 9733

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