Compensation for call centre reps varies widely

Survey offers tips for highest salaries

You’re a call centre representative who wants to receive the highest compensation possible. What should you do?

William M. Mercer Limited’s third annual Call Centre Compensation Survey suggests the following tips for those seeking the highest compensation in this field:

•work in the telecommunications industry;

•move to the Greater Toronto Area; and,

•learn to speak another language, preferably French, Mandarin, Cantonese and/or Spanish.

Pay rates were 8 to 11 per cent higher in the telecommunications industry. The travel/hospitality sector generally paid the least – 17.7 per cent below the national average. Location was also a factor, with call centre representatives in the Greater Toronto Area receiving 4.2 per cent more than the national average.

More than one-quarter of the 234 call centres participating in the survey also reported paying a premium to multilingual employees. As e-mail communication becomes more prevalent, workers can expect to be paid even more if they can also write fluently in another language.

Request further information from William M. Mercer Limited by e-mail to [email protected].

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