CONTACT CENTER (antes SECTOR DE TELEMARKETING)

National · Nationwide · In force

Nationwide collective agreement for the contact center sector. It applies throughout Spain.

Agreement names, job categories and salary-table rows appear in Spanish: they are the official text, exactly as published in the gazette. Everything else on this page is in English.

Identification

Agreement code
99012145012002
Scope
National
Territory
Nationwide
Labour authority
Central government
Sector
Employment & HR
Status
In force
Term
1 Jan 2020 to 31 Dec 2026
First registered
12 Jul 2012
Latest registry entry
6 Oct 2026
Latest pay revision
6 Mar 2026

Official text · BOE

Registry history

Swipe the table sideways to see every column.

Entry Published Term Text
Court ruling 10 Aug 2026 1 Jan 2020 – 31 Dec 2026 BOE
Pay revision TABLES 6 Mar 2026 1 Jan 2020 – 31 Dec 2026 no link
Amendment 5 Nov 2025 1 Jan 2020 – 31 Dec 2026 no link
Pay revision TABLES 2 May 2025 1 Jan 2020 – 31 Dec 2026 no link
Court ruling 22 Feb 2024 1 Jan 2020 – 31 Dec 2026 no link
Collective agreement (New text) 9 Jun 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Automatic pay revision TABLES 30 May 2023 1 Jan 2020 – 31 Dec 2026 no link
Court ruling 4 Oct 2021 1 Jan 2015 – 31 Dec 2019 no link
Partial agreement 14 Aug 2020 1 Jan 2015 – 31 Dec 2019 no link
Notice of termination · Call to negotiate 5 Nov 2019 1 Jan 2015 – 31 Dec 2019 no link
Pay revision TABLES 21 Feb 2019 1 Jan 2015 – 31 Dec 2019 no link
Agreements derived from the agreement 9 Jan 2019 1 Jan 2015 – 31 Dec 2019 no link
Court ruling 3 Jan 2019 1 Jan 2015 – 31 Dec 2019 no link
Court ruling 5 Jul 2018 1 Jan 2015 – 31 Dec 2019 no link
Pay revision TABLES 20 Feb 2018 1 Jan 2015 – 31 Dec 2019 no link
Collective agreement (New text) 12 Jul 2017 1 Jan 2015 – 31 Dec 2019 no link
Automatic pay revision TABLES 29 Jun 2017 1 Jan 2015 – 31 Dec 2019 no link
Automatic pay revision TABLES 29 Jun 2017 1 Jan 2015 – 31 Dec 2019 no link
Automatic pay revision TABLES 29 Jun 2017 1 Jan 2015 – 31 Dec 2019 no link
Automatic pay revision TABLES 29 Jun 2017 1 Jan 2015 – 31 Dec 2019 no link
Notice of termination 11 Jan 2017 23 May 2012 – 31 Dec 2014 no link
Court ruling 5 Dec 2016 23 May 2012 – 31 Dec 2014 no link
Call to negotiate 1 Jun 2016 23 May 2012 – 31 Dec 2014 no link
Automatic pay revision TABLES 22 Sept 2015 23 May 2012 – 31 Dec 2014 no link
Automatic pay revision TABLES 17 Jan 2013 23 May 2012 – 31 Dec 2014 no link
Collective agreement (New text) 27 Jul 2012 23 May 2012 – 31 Dec 2014 no link
Automatic pay revision TABLES 12 Jul 2012 23 May 2012 – 31 Dec 2014 no link
Automatic pay revision TABLES 12 Jul 2012 23 May 2012 – 31 Dec 2014 no link

Against the Workers' Statute

A collective agreement can improve on the minimums of the Workers' Statute (ET), never worsen them (arts. 3.1.c and 85.1 ET). This is what can be checked against what the registry publishes.

Annual working time Not in the registry art. 34.1 ET
Statutory minimum
2080 h/year (40 h/week on average)
This agreement
not recorded

The registry does not publish the annual working time of this agreement. It is in the text published in the gazette.

Statutory minimums this agreement must respect
Maximum working time 40 hours a week averaged over the year (2080 h/year) art. 34.1 ET
Daily working time Up to 9 ordinary hours a day, unless an irregular distribution is agreed art. 34.3 ET
Rest between shifts 12 hours between the end of one working day and the start of the next art. 34.3 ET
Weekly rest 1.5 uninterrupted days a week, which can be accumulated over periods of up to 14 days art. 37.1 ET
Paid holidays 30 calendar days a year, which cannot be replaced by payment art. 38.1 ET
Overtime Up to 80 a year, not counting those due to force majeure or compensated with time off art. 35.2 ET
Pay The one set by the applicable agreement, and never below the current Spanish minimum wage (SMI) art. 27 ET

What this analysis cannot assess

The registry publishes registration data. These matters are in the text of the agreement and have to be read there:

  • Days of paid holiday and their calendar (art. 38 ET)
  • Paid leave above the statutory minimum (art. 37.3 ET)
  • Employer top-up during temporary incapacity
  • Seniority: three-year and five-year increments and their caps
  • Notice period, probation period and job classification
  • Overtime rules and compensation (art. 35 ET)

Registration data taken from REGCON (Spanish Ministry of Labour and Social Economy). The text that applies is the one published in its official gazette. This record does not replace reading the agreement.

Apply this to a real case

What is published here, applied to a company or a specific case. The first meeting is free.

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