In addition to the glossary term below, ACXPA Members also have access to a range of additional resources, including our Member Symposiums & Video Library, premium resources to download, exclusive industry insights & data, discounted training courses and lots more!
Leave Loading
Leave loading is an extra payment on top of your annual leave pay that is usually an additional 17.5% of your normal pay.
Whether you are entitled to it is dependent on your award, enterprise agreement or employment contract.
Where did leave loading come from?
Annual leave loading was inherited from the 1970s labour movement when many industries were accustomed to working overtime hours.
When workers took annual leave, they were missing out on the opportunity to work overtime and earn extra income so ‘leave loading’ was introduced so employees still got some additional pay while they were on holidays.
Whilst working arrangements have evolved over time, for many employment awards, agreements and contracts annual leave loading has continued to be included.
However, unlike paid leave, leave loading is not an automatic entitlement under the National Employment Standards (NES) and the Fair Work Act 2009.
What about leave loading for call centre workers?
Call centre workers often come under the award, agreement or contract that applies to their particular industry however there is a Call Centre Award and for many call centre workers, this is the one that will be applicable to you.
Under the Contract Call Centre Award, there is a provision for Annual Leave Loading of 17.5% under clause 22.5.
I suggest you speak to your Human Resources (HR) team for more information or refer to the links at the bottom of this article for more information.
When is Annual Leave Loading paid?
Other handy links
- Read: Information about Australian Call Centre Salaries
- More Related Glossary Terms: Annual Leave & Leave Without Pay
- Get more help: FairWork Ombudsman
CX Roundtables - Upcoming Guest
Live and interactive sessions for customer experience professionals in Australia.
Contact Centre Manager Roundtables - Upcoming Guest
Live and interactive sessions for contact centre professionals in Australia.
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
The Members Symposium sessions are only available to ACXPA Members!
ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library.
Preview of upcoming Symposium Sessions:
IVR Best Practice
Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.
Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)
Tips to Boost Engagement on Calls
Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.
In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.
Presented by Simon Blair, General Manager Quality Insights, ACXPA
More sessions announced soon!
(If you're interested in speaking at one of our events, click here to learn more >)
