{"id":10030,"date":"2026-08-26T11:21:14","date_gmt":"2026-08-26T09:21:14","guid":{"rendered":"https:\/\/metrickal.com\/2026-contact-center-collective-bargaining-agreement-salary-tables-and-bonuses\/"},"modified":"2026-08-26T11:21:29","modified_gmt":"2026-08-26T09:21:29","slug":"2026-contact-center-collective-bargaining-agreement-salary-tables-and-bonuses","status":"publish","type":"post","link":"https:\/\/metrickal.com\/en\/2026-contact-center-collective-bargaining-agreement-salary-tables-and-bonuses\/","title":{"rendered":"2026 Contact Center Collective Bargaining Agreement: Salary Tables and Bonuses"},"content":{"rendered":"\n
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\nQuick Response<\/span>\n

The contact center collective bargaining agreement calls for a 3.4% increase in 2026. The base salary for Level 10 increases from \u20ac16,576 to \u20ac17,139.58 gross annually, paid in fourteen installments, or \u20ac1,224.26 per month. The language bonus increases to \u20ac130.95 per month, the night shift premium to \u20ac1.96 per hour, and the transportation allowance to \u20ac6.56 per day. The pay scales were published in the Official State Gazette (BOE) on March 6, 2026. <\/p>\n<\/div>\n<\/div>\n\n

Every year, around March, the sector’s Joint Commission publishes the pay scales, and the same conversation begins at many companies: how much will this increase be, and what does it mean for this year’s budget?<\/p>\n\n

Here are the official figures, with the BOE reference next to each one, and what they mean for the actual cost of a police officer.<\/p>\n\n

By how much will the contact center collective bargaining agreement increase in 2026?<\/h2>\n\n
\"Comparison
Concept by concept: What’s changing between 2025 and 2026.<\/figcaption><\/figure>\n\n

The increase is 3.4%<\/strong> and applies to all pay components. It is based on Article 45 of the collective bargaining agreement, which sets the increase at the previous year\u2019s CPI plus half a point, with a floor of 1% and a ceiling of 3.5%. The CPI for 2025 closed at 2.9%, so the calculation comes to 3.4%, which is just one-tenth of a percentage point below the cap. <\/p>\n\n

Concept<\/th>2025<\/th>2026<\/th><\/tr><\/thead>
Annual base salary, Level 10<\/td>\u20ac16,576.00<\/td>\u20ac17,139.58<\/strong><\/td><\/tr>
Monthly base salary, fourteen payments<\/td>\u20ac1,184.00<\/td>\u20ac1,224.26<\/strong><\/td><\/tr>
Language Plus, per month<\/td>126.64 \u20ac<\/td>130.95 \u20ac<\/strong><\/td><\/tr>
Additional late-night hours, per hour<\/td>\u20ac1.90<\/td>1.96 \u20ac<\/strong><\/td><\/tr>
Transportation surcharge, per day<\/td>6.34 \u20ac<\/td>6.56 \u20ac<\/strong><\/td><\/tr>
Remote work, 30-hour workweek or longer<\/td>\u20ac1.30<\/td>1.34 \u20ac<\/strong><\/td><\/tr>
Remote work, workweek of less than 30 hours<\/td>1.02 \u20ac<\/td>1.05 \u20ac<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n

One detail that confuses a lot of people: as of 2024, the former levels 11 and 12 no longer exist. They were merged into Level 10, which was renamed \u201cCall Center Agent\u201d or \u201cOperator.\u201d If someone gives you a chart listing Levels 11 or 12, they\u2019re working with an outdated document. <\/p>\n\n

What allowances are added to the base salary?<\/h2>\n\n
\"Addenda
Add-ons are enabled based on your service plan; they are not enabled by default.<\/figcaption><\/figure>\n\n

This is where two companies of the same size end up with costs that are vastly different. The base salary is the minimum. Bonuses depend on how your department is structured. <\/p>\n\n

Supplement<\/th>Amount for 2026<\/th>When it is activated<\/th><\/tr><\/thead>
Language Plus<\/td>\u20ac130.95 per month<\/td>The agent provides service in another language<\/td><\/tr>
Sunday surcharge, Level 10<\/td>\u20ac15.33<\/td>Every Sunday worked<\/td><\/tr>
Regular holiday, level 10<\/td>\u20ac44.51<\/td>Each holiday worked<\/td><\/tr>
Special Holiday, Level 10<\/td>\u20ac94.39<\/td>Holidays specified in the agreement<\/td><\/tr>
More Nightlife<\/td>\u20ac1.96 per hour<\/td>Evening Hours<\/td><\/tr>
Transportation Bonus<\/td>\u20ac6.56 per day<\/td>As agreed upon in the service<\/td><\/tr>
Mileage<\/td>0.24 \u20ac per km<\/td>Service Routes<\/td><\/tr><\/tbody><\/table><\/figure>\n\n

A service that runs from 9 a.m. to 6 p.m., Monday through Friday, and operates only in Spanish barely touches this schedule. One that\u2019s open on Saturdays, provides service in English, and closes at 11 p.m. covers the entire schedule. That\u2019s the difference between one budget and another. <\/p>\n\n

How do you convert the collective bargaining agreement rate to the actual hourly cost?<\/h2>\n\n
\"From
The base salary is the starting point, not the final figure.<\/figcaption><\/figure>\n\n

The most common mistake when calculating a budget is to divide the gross salary by the number of hours in the contract. That number doesn’t actually exist. <\/p>\n\n