1.3 Pay. The basic rate for regular employees is £14,000. A bonus system is in place which is commensurate to the call handler’s efforts in terms of (a) number of calls taken, and (b) informal assessment by supervisors on the quality of customers relations in sampled calls. So far it has ranged from 0 to £8,000, averaging at £1,300. Bonuses are paid out every three months.
1.5 Commission. The chief executive has commissioned a study to be made on an appropriate rewards system that would resolve the aforementioned problems, while at the same time matching the organisation’s key competencies, namely
From the case situation given, there appears to be prima facie dissatisfaction with the rewards system of Chalmers pertaining to their call handlers, and the way the rewards system is being administered. However, this may be misleading as all allegations of unfairness and poor pay come solely from the handlers, which may be a biased perception.
At present, there is no agreed, specific definition of a call centre. The University of Sheffield, commissioned to create a study of the industry for the Health and Safety Executive (HSE), formulated a working definition of a “call centre” as “a work environment in which the main business is conducted via a telephone whilst simultaneously using display screen equipment (DSE). The term call centre includes parts of companies dedicated to this activity, such as internal help lines as well as whole companies.” (Sprigg, Smith & Jackson, 2003).
An alternative name for this type of business firm is the “contact centre” which is described as “a business unit with responsibility for communicating directly with customers, either proactively to initiate sales, or reactively in order to respond to specific needs or enquiries. Contact centres are used extensively across both the private and public sectors (UK Trade and