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New Zealand Call Centre Remuneration Report
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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 |
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Attrition |
| - | Number of seats |
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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 |
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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.
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