Contract Call Centres Award 2025 Pay Rates (MA000023)
Plain-English Summary
Who does this award cover?
The Contract Call Centres Award covers employees working in businesses that provide call centre services on a contract or outsourced basis to other companies. If you work as a call centre agent, team leader, quality assurance analyst, or workforce planner for a company whose primary business is operating call centres for external clients (such as Concentrix, Telstra Business Solutions outsourced operations, or similar BPO providers), this award applies to you. It covers roughly 40,000 workers across Australia's outsourced call centre and business process outsourcing sector.
This award does NOT cover employees working in in-house call centres (where the call centre is part of a company's own operations, such as a bank's internal customer service team). In-house call centre employees are covered by their employer's industry award (e.g., Banking Award, Telecommunications Award, or Clerks Award). The key test is whether the employer's primary business is providing call centre services under contract to third parties. See clause 4 for coverage terms.
How classification levels work
The award has five classification levels from Level 1 through Level 5 (clause 14 and Schedule A). Level 1 covers entry-level call centre agents who follow scripts and handle routine inbound/outbound calls. Level 2 covers experienced agents who handle complex enquiries, escalations, and some outbound campaign work. Level 3 covers team leaders, trainers, and quality analysts. Level 4 covers operations coordinators, workforce management analysts, and senior team leaders. Level 5 covers centre managers and specialist roles.
Shiftwork and Sunday split rates
Contract call centres often operate extended hours or 24/7. The award has designated shiftworker provisions with afternoon and night shift loadings, plus permanent night shift premiums. Sunday work has a notable split: daytime Sunday hours (7am-7pm) attract a different rate than early morning and evening Sunday hours (before 7am and after 7pm), reflecting the differing levels of disruption to personal time.
Classification Levels and Base Rates
All rates effective 1 July 2025. Source: Fair Work Commission Annual Wage Review 2024-25.
| Level | Typical Duties (Schedule A) | Weekly Rate | Hourly Rate | Casual Rate (incl. 25% loading) |
|---|---|---|---|---|
| Level 1 | Call centre agent (scripted), inbound customer service, data entry | $939.50 | $24.73 | $30.91 |
| Level 2 | Experienced agent, complex enquiries, outbound sales, escalation handling | $968.60 | $25.49 | $31.86 |
| Level 3 | Team leader, trainer, quality analyst, coach | $1,010.40 | $26.59 | $33.24 |
| Level 4 | Operations coordinator, workforce planner, senior team leader | $1,060.20 | $27.90 | $34.88 |
| Level 5 | Centre manager, specialist, senior operations | $1,102.80 | $29.02 | $36.28 |
Hourly rate = weekly rate / 38 (clause 13.1). Casual rate = hourly rate x 1.25 (clause 11.1).
Penalty Rates
All penalties are calculated on the base hourly rate (clause 24 and clause 25).
Full-Time and Part-Time Employees (All Employees)
| When you work | Penalty | Level 1 example | Level 3 example |
|---|---|---|---|
| Monday to Friday -- within spread of ordinary hours | 100% | $24.73/hr | $26.59/hr |
| Monday to Friday -- outside spread of ordinary hours | 150% (clause 24.1) | $37.10/hr | $39.89/hr |
| Saturday | 150% (clause 24.2) | $37.10/hr | $39.89/hr |
| Sunday 7am-7pm | 175% (clause 24.3) | $43.28/hr | $46.53/hr |
| Sunday 12am-7am and 7pm-12am | 200% (clause 24.3) | $49.46/hr | $53.18/hr |
| Public holiday (day work) | 250% (clause 24.4) | $61.83/hr | $66.48/hr |
| Overtime -- Mon to Sat first 3 hours | 150% (clause 25.1) | $37.10/hr | $39.89/hr |
| Overtime -- Mon to Sat after 3 hours | 200% (clause 25.1) | $49.46/hr | $53.18/hr |
| Overtime -- Sunday | 200% (clause 25.2) | $49.46/hr | $53.18/hr |
Designated Shiftworkers
| When you work | Penalty | Level 1 example | Level 3 example |
|---|---|---|---|
| Afternoon and night shift | 115% (clause 24.5) | $28.44/hr | $30.58/hr |
| Permanent night shift | 130% (clause 24.5) | $32.15/hr | $34.57/hr |
| Public holiday (afternoon/night shift) | 275% (clause 24.6) | $68.01/hr | $73.12/hr |
Casual Employees
| When you work | Penalty (on base rate) | Level 1 example | Level 3 example |
|---|---|---|---|
| Monday to Friday (ordinary hours) | 125% | $30.91/hr | $33.24/hr |
| Saturday | 175% (clause 24.7) | $43.28/hr | $46.53/hr |
| Sunday 7am-7pm | 200% (clause 24.8) | $49.46/hr | $53.18/hr |
| Sunday 12am-7am and 7pm-12am | 225% (clause 24.8) | $55.64/hr | $59.83/hr |
| Public holiday | 275% (clause 24.9) | $68.01/hr | $73.12/hr |
Casual penalty rates include the 25% casual loading. See clause 24.
Worked Examples
Example 1: Casual agent working a Sunday day shift
Priya is a casual Level 1 call centre agent who works a 5-hour Sunday shift (10am to 3pm).
- Base rate: $24.73/hr
- Sunday 7am-7pm casual rate: 200% = $24.73 x 2.00 = $49.46/hr
- Total for 5 hours: $247.30 gross
- Clause reference: clause 24.8
Example 2: Full-time team leader on permanent night shift
Jason is a permanent Level 3 team leader working permanent night shifts (10pm to 6am) in a 24/7 call centre.
- Base rate: $26.59/hr
- Permanent night shift rate: 130% = $26.59 x 1.30 = $34.57/hr
- Total for 8 hours: $276.56 gross
- Compared to day shift ($26.59 x 8 = $212.72), Jason earns an extra $63.84 per shift.
- Clause reference: clause 24.5
Example 3: Part-time agent working late Sunday evening
Kate is a part-time Level 2 agent who works 6pm to 10pm on a Sunday.
- Base rate: $25.49/hr
- 6pm to 7pm (Sunday 7am-7pm rate): 175% = $25.49 x 1.75 = $44.61/hr x 1 = $44.61
- 7pm to 10pm (Sunday after 7pm rate): 200% = $25.49 x 2.00 = $50.98/hr x 3 = $152.94
- Total for 4 hours: $197.55 gross
- Clause reference: clause 24.3
Frequently Asked Questions
1. What is the minimum shift length for call centre workers?
Casual and part-time employees must be engaged for a minimum of 3 hours per shift (clause 11.2). This applies even if call volumes are low and you are sent home early. At the Level 1 casual rate ($30.91/hr), the minimum payment for any casual shift is $92.73 gross.
2. What is the difference between a contract call centre and an in-house call centre?
A contract call centre is a business whose primary purpose is providing call centre services to external clients under contract. An in-house call centre is operated by a company for its own customers (e.g., a bank's own customer service line). This distinction determines which award applies. Contract call centre employees are under MA000023. In-house call centre employees are under their employer's industry award (e.g., Banking Award for a bank's in-house team). See clause 4.
3. Why does Sunday have two different penalty rates?
The award distinguishes between Sunday daytime (7am-7pm, 175%) and Sunday early morning/evening (12am-7am and 7pm-12am, 200%). Working outside daytime hours on a Sunday is considered more disruptive to personal and family life, so it attracts a higher penalty. This split recognises that a 10am Sunday shift is less disruptive than a 4am or 10pm Sunday shift. See clause 24.3.
4. I take calls from home. Am I still covered by this award?
Yes, if you are an employee (not a contractor) of a contract call centre. Working from home does not change your award coverage. You are entitled to the same base rates, penalty rates, and minimum shift lengths regardless of whether you work in the office or remotely. Your employer must also provide or reimburse equipment and internet costs if you work from home.
5. Do I get a headset allowance or screen-break entitlement?
The award does not include a specific headset allowance, but your employer must provide the equipment necessary for your work (clause 19). Regarding screen breaks, the award follows the general work health and safety requirement for regular breaks from screen-based work. You are also entitled to meal breaks and rest breaks under clauses 16 and 17, including a 10-minute paid rest break per 4 hours of work.
Check Your Rate
Working in a contract call centre? Use our free calculator to check your exact pay rate.
Enter your classification level, employment type, shift pattern, and the day and time you work. The calculator handles the Sunday split rate, shiftwork loadings, and overtime -- all with clause references so you can verify every number.
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- creator: Fair Work Commission
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Home > Awards > Contract Call Centres Award (MA000023)
Rates current as of 1 July 2025. Source: Fair Work Commission, CC BY 4.0. This information is general in nature and is not legal advice. Always verify rates against the Fair Work Ombudsman's Pay and Conditions Tool (PACT) at calculate.fairwork.gov.au.