Industry Spotlights

Job security is highly sought after among candidates in the call centre and customer service industry. However, salary and compensation is an even greater driver of attraction for those considering their next move. 

Trends such as offshoring and process automation have had an impact on the job security of many employees in the call centre and customer service industry. This may be one reason why candidates are placing a strong emphasis on their desire for greater employment security and 13.9% of respondents ranked this as the number one factor when considering a new role in the industry.

While a permanent role is valued most in terms of job security, companies have a clear opportunity to impress candidates in this industry by demonstrating low employee attrition. A high level of retention can be indicative of a positive workplace culture and it may pay for companies to highlight this as part of their employee value proposition. 

“While remuneration is certainly important to candidates in this industry, we find that work-life balance is also a high priority. Working hours are important to candidates and it’s more challenging to recruit for roles that have a 24/7 rotating roster because it provides a lack a stability.” - Christina Sclavos, Manager, Permanent Specialist Recruitment, people2people

Despite the clear desire for job security, more respondents view salary and compensation as the top driver of attraction with 15.6% ranking it as the key motivator when choosing their next role. In addition to base salary, compensation for overtime, such as additional pay or time-in-lieu, is considered desirable among respondents. 

Work-life balance is another key driver of attraction for candidates in the call centre and customer service industry. This may be due to the fluctuating nature of working hours within the sector. Employers who can offer more regular working hours may be viewed favourably among candidates. 

Candidates in this industry certainly value job security when it comes to choosing their next role, but an attractive salary and compensation package proves even more likely to get them across the line.

About this research: The data points referred to on this page are drawn from the SEEK Laws of Attraction survey. For more information about the SEEK Laws of Attraction survey and the terms and conditions governing the use of this data, click here.