The survey compares gross costs for contact centre staff (agent/representatives and team leaders) in eight European countries.

Gross costs are calculated as basic salaries plus employer social security contributions; they do not include costs of training, recruitment and so on. Gross costs are highest in Germany, largely due to the country’s exorbitant employer taxes (70% compared with less than 11% in Ireland and 13% in the UK). Gross costs are cheapest in Hungary, at €10,160 for agents/representatives and €15,250 for team leaders.


Among the western European locations included in the survey, Ireland is still the best bargain, with gross costs nearly half those of Germany’s. Despite relatively high salaries, the UK’s low employer tax rate keeps gross costs there more reasonable than might be expected.