For the 1998 Hallis Call Centre Salary and Remuneration Practices review.
Note: As the editor of this Website, I have reorganised the report to be more suitable for Internet use with links and returns. The sheer size of the report made it necessary to break it into smaller piece to cut download time.To help you get easy access to the Hallis Salary Survey 98, this Page is the key to the entire report. The blue links allows you to read the report in the sequence you choose and to return to the pages of special interest. Niels Kjellerup editor.)
- Copyright & Disclaimer Notice (important)
- Introduction
- Definition of a Call Centre
- Notes on the Call Centre Industry
- Types of Job and Levels Covered
- Reading and Using the Tables
- Methodology
- Distribution by Industry Profile:
- Distribution by Location:
- Markets
- Turnover
- Call Centre Technology
- Call Centre Size and Structure
- Relative Sizes of Call Centres
- Team Leader to Agent Ratios
- Remuneration Strategy
- Salary and Reward Setting Factors
- Salary Review Strategies
- Career Management
- Flexible Work Arrangements
- Variable Reward Schemes
- Enterprise Bargaining and Employment Agreements
- Turnover
- Salary and Employment Relations News
- Award Information
- Definition of Terms and Statistical Notes
CUSTOMER SERVICE OFFICER (CSR)
- Position Outline
- Typical Responsibilities (Generic)
- Customer Service - Basic
- Salary Table
- Customer Service - Intermediate
- Salary Table
- Customer Service - Advanced
- Salary Table
TELESALES / TELEMARKETING (TSR)
- Position Outline
- Telemarketer (Basic)
- Salary Table
- Telemarketer (Intermediate)
- Salary Table
- Telemarketer (Advanced)
- Salary Table
- Position Outline
- Help Desk (Intermediate)
- Help Desk (Advanced)
- Salary Table
- Position Outline
- Credit Collections (Basic)
- Credit Collections (Intermediate)
- Credit Collections (Advanced)
- Salary Table
- Position Outline
- Reservations Agent - Basic
- Reservations Agent - Intermediate
- Reservations Agent - Advanced
- Salary Table
- Position Outline
- Salary Table
- Position Outline
- Emergency Services Agent - Basic
- Emergency Services Agent - Advanced
- Salary Table
MANAGEMENT AND SPECIALIST CATEGORIES
- Team Leaders and Supervisors
- Call Centre Managers
- Position Outline
- Salary Table
- Position Outline
- Salary Table
- Position Outline
- Salary Table
- Position Outline
- Salary Table
- Position Outline
- Salary Table
CAMPAIGN COORDINATOR/SALES SUPPORT
- Position Outline
- Salary Table
- Position Outline
- Salary Table
- Position Outline
- Salary Table
QUALITY SPECIALIST/WORKFORCE ANALYST
- Position Outline
- Salary Table
Survey Questions
Salary Administration/Remuneration Strategy
APPENDIX 3 (note -Australian specific content)
Wages only one yardstick of Enterprise-bargaining success
APPENDIX 4 (note -Australian specific content)
Selected news Articles - Salaries, wages, Enterprise Bargaining.
APPENDIX 5 (note -Australian specific content)
Award information
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