According to the Customer Service Federation, several news reports have appeared in the last quarter of 2021 about agent salaries in the customer contact industry – “often from a one-sided perspective.” “We find time and time again that half the story is told,” said the KSF. Reason enough for the KSF to carry out its own investigation after consultation with the members. That appeared today.

 

The salary survey was conducted in collaboration with Olympia employment agency, Work2B and Abbi Insights, among both KSF members and non-members. In its own words, the KSF has been able to realize the largest sample in the Netherlands to date. The researchers used two datasets for this.

Facilities and in-house

The first dataset contains the responses of 80 organizations surveyed, which together represent 40.000 employees, according to the KSF. 28% of these companies are facility services, 63% are in-house and 10% have outsourced part (10 to 80%) of customer contact to a facility contact center. Regardless of the amount of outsourcing, this data is considered to be from in-house contact centers. In the case of a lot of outsourcing, this could possibly contribute to a distorted picture, and the report also does not show who was questioned within these organizations (HR? Management?) and what information was requested: actual hourly wages that are paid or amounts from the salary structure? In any case, the first dataset shows a significant difference between the facilities and in-house parties.

Other arrangements

45% of the facility services parties have arranged a supplementary pension for the employee in addition to the hourly wage. This is 95% for in-house organisations. The content of that regulation has not been further specified. For example, it is known from ContactCare that the employer provides an (empty) pension pot (including the administration costs) and puts an extra amount on the pay slip in addition to the regular wage that the employee can put in that pot himself. The facility managers represented in the WFC have indicated in their final offer for the new collective labor agreement that they also want to deliver a pension scheme at the beginning of 2023. An essential part of a pension scheme is the distribution of the premium: what part will the employer pay?

Most companies say they adhere to the standard (but voluntary) homework allowance of at least 2 euros per day worked.

Data from 20.000 employees

The second dataset from the KSF study is based on the statements of 20.000 agents, who have indicated what their hourly wages are and what their experience is. It is not clear from which employers or temporary employment agencies these agents come from. The vast majority of employees in customer contact say they have an MBO working and thinking level. According to them, the average hourly wage is EUR 11,50, but no distinction is made between in-house or facility services. However, the KSF concludes in the report that the trend lines emerging from both perspectives are comparable.

The main conclusions

In any case, the KSF concludes that companies with their own customer contact center pay better on average than the facility customer contact companies, regardless of the level of experience of the employee. That in itself is logical, because outsourcing must in the vast majority of cases lead to a wage cost advantage, among other things. The fact that the KSF attributes the difference in pay to 'market forces', in addition to the lower age of the employees, is perhaps a bit clumsily formulated. Perhaps the researchers mean the cut-throat competition among facilities services? After all: companies that handle customer contact in-house also have to deal with market forces. The KSF researchers also conclude that the seniority and age of employees largely determine the salary that can be earned.

At the end of last year, the FNV stated that 70 to 75 percent of all contact center employees would be below the starting salary of 9,97 euros. That statement then prompted Ziptone to issue a indicative survey to be carried out on the basis of 50 random current vacancies for customer contact staff at MBO 3/4 level (in-house and facilities, profit and government). It showed that the average gross hourly wage was 12,53 euros. Facilities contact centers were found to be relatively often among them. Inspire also recently conducted an exploratory study. Based on an analysis of information about 10.000 salaries from four different job boards, Inspire came to 13,20 euros per hour.

What are the chances that you will become a senior?

Age and experience therefore largely determine the amount of your hourly wage. Those who want to be economically independent therefore seem to be best off with a somewhat longer career in an in-house contact center. It may be interesting for the KSF's supporters to find out how many customer contact employees ever manage to reach the medior or senior level and therefore actually earn the indicated salary – given the high turnover figures, especially in the facilities department. From this point of view, it also seems sensible when discussing what constitutes a good salary to look more at the starting salary than at the hourly wages for experienced workers.

What now?

In reflecting on the results, the KSF wonders whether the salaries are really too low or not. In any case, the KSF states that the employment conditions of several parties in the market “can really be improved” (SIC, not 'must'). "Not only from the point of being a good employer, but also in order to remain an attractive sector for employees to work in," said the KSF, which concludes by announcing that, following this salary survey, the sector association wants to find out together with its members what to do next. the results of the research must be done. The KSF mentions the possibility of a recommendation to employers or perhaps even a guideline. In any case, the KSF calls for discussion. Hopefully, the turnover figures in connection with the length of time in the job, the type of employment relationship, training budgets and bonuses will also be taken into account, so that the salary picture becomes even more complete. (Ziptone/Erik Bouwer)

The extensive research report is available on request from the KSF.

Featured, Human Resources KSF