Welcome to PSD’s Customer Contact 2015 Salary Survey, an essential guide to pay and reward across all industry sectors.

It is the result of a comprehensive salary survey completed online by permanent and interim Customer Contact professionals responding to an email invite and reviewing PSD’s own database of 12,000+ Customer Contact specialists.

We believe this is the most useful and comprehensive of all Customer Contact salary surveys and allows customer contact leaders, HR and candidates to analyse trends and benchmark their own company’s reward policy.

Our results have been gathered just as the UK economy appears to be rebounding from the downturn however, there are still a number of external risks that could impact our economy. We felt our Client and Candidate surveys would give a good flavour of how 2015 would look.

During 2010 to 2014 permanent candidates were moving for better job security, career prospects and more interesting roles. Although these factors are still a high priority, financial benefits and tailored incentives are becoming increasingly important. Our candidate survey shows confidence has returned to the market.

From our client survey, 52.1% of clients expected to increase their workforce whilst only 14.6% expected to decrease headcount.

Candidates too feel much more positive about changing roles with 76.1% feeling positive or very positive about moving whilst 6.4% felt a level of negativity.

Therefore to ensure you retain your current staff and can also attract new staff this survey proves an invaluable guide.

We expect organisations to demand more from their Customer Contact functions as the need to stand out from the crowd increases during 2015, through stronger brand, communications and customer experience.

Rob Dermott
Associate Director - Customer Contact Practice

Read the full survey below