The Contact Centre Pay Human Capital Measurement programme is designed to support those making contact centre human capital decisions. It allows comparisons of staff cost and performance on a number of themes and KPI's, and provides help to those:

• Needing to compare their own agent salary levels to similar organisations in order to set and revise pay levels
• Competing for labour in local travel to work areas
• Wishing to better understand pay levels for more specialist and senior roles
• Seeking information on how other organisations are faring in terms of absence and attrition control
• Hoping to gain better understanding of current emphasis in training & development programmes
• Needing to gain insight into the main initiatives in planning & development of HR within contact centres
• Those wishing to benchmark their recruitment and selection practices against peers