IDR | 12 Apr 2021

Pay and Conditions in Call and Contact Centres 2021 Open Research

The pandemic has driven demand in call and contact centres and, as part of our ongoing programme of research, IDR is revisiting our ‘Pay and Conditions in Call and Contact Centres' survey.

The survey asks about pay rates for a variety of commons jobs found in call and contact centres, as well as questions on hours, holidays, bonus/commission, progression, absence, benefits, pensions and staffing difficulties. 

The survey should take around 20 minutes to complete, and you can complete the survey in more than one session if required. You can complete the survey here: 

All participants will receive a free summary of the results in the summer and a further 10% discount on the full report should you choose to buy it. 

If you have any questions about interpreting the survey, or answering questions please feel free to get in touch with Georgia via or 01702669549. 

If you’d like to review the questions before starting in order to gather the relevant information, you can request a copy by contacting us directly.