Sales consultants in travel call centres in London and the southeast are seeing their average earnings outpace other parts of the industry, reaching an average of £35,000 last year.
New Frontiers’ first salary survey revealed call centre consultants’ on-target earnings, which include commission, increased by £15,000 between 2005 and 2013.
As a result, salaries of £35,000 were typical last year, consisting of £18,000 in basic pay plus commission earnings of £17,000. This compares to £20,000 in 2005, made up of a £14,500 base salary and commission of £5,500.
In comparison, business travel agent salaries in the same part of the country rose £3,000-£7,000, from £20,000 in 2005 to £23,000-£27,000 in 2013, and high street agents’ salaries went up £4,000, from £12,000 in 2005 to £16,000 in 2013.
New Frontiers recruitment operations manager Jose Cofone said call centre agents’ earning potential had improved ahead of inflation as a result of the reviving economy. Consultants were having to work more efficiently to deal with higher levels of telephone bookings, often in centres staffed by fewer consultants following cut-backs during the recession.
“Call centre agents have had to get better at their job because they are taking more sales,” he said.
The figures come as many travel companies report increasing numbers of bookings being made online.
Online bookings now account for at least 35% of Tui Travel’s sales. And web bookings of the operator’s mainstream summer 2014 holidays were up by 8% year on year to December 31.
However, some online players are encouraging call centre queries to ensure they meet customer service levels offered by rivals.