Call Centre
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When they first began, call centre were associated with cramped working conditions, overbearing managers, high stress and low pay.
Not the modern call centre is a far cry from the battery farm atmosphere previously associated with the industry. Things have changed and the industry has made great progress in improving working conditions for its staff.
Many of today’s centre offer their employees comfortable, relaxing breakout areas, concierge services, free fresh fruit, gym access and motivational incentive for reaching targets such as holiday tickets and shopping vouchers.
The call centre industry is also vital to the UK economy, with three per cent of people in work employed by the sector.
Claudia Hathway, editor of Call Centre Focus, the industry’s leading monthly magazine says:
“In spite of what you might have heard, call centres are not 21st Century sweatshops that do not care for their staff or offer a worthwhile career. Many UK businesses recognise the call centre as a unique customer touch point that is vital not only to revenue growth, but also to the perception of their brand. Increasingly seen as customer service ambassadors, staff are well treated, with decent pay and a host of benefits.
What’s more, the industry is currently bucking the economic trend and the overall number of positions is actually growing. If you’re seeking a challenging role with heaps of variety, and a dynamic and fun atmosphere, it might be time to give call centres a second look.
What you need to know
What salary and other benefits can I expect?
New call centre operators start on about £11,000 to £14,000 a year. Salaries for experienced staff range from approximately £14,000 to £17,000 a year, but with supervisory responsibilities, can rise to between £18,000 and £24,000.
What are the hours and working conditions?
Call centre operators often have a choice of full or part-time hours, with more and more companies offering flexible working patterns, sometimes on a shift system. Full-time jobs are normally 35 to 40 hours a week.
Much of the working day is spent at a computer, wearing a telephone headset, which leaves hands free to input information and recall customer records.
In some call centres, permanent desks are not assigned but allocated when a shift starts. This is known as hot-desking.
What skills and knowledge will I need?
» Excellent customer care skills
» A clear and friendly telephone manner
» Good computer skills
» Good teamworking skills and the ability to work unsupervised
» The ability to work quickly and efficiently under pressure
What further training and development can I do?
Training is provided in-house by employers, covering areas such as telephone skills, data entry procedures and product knowledge, Employee are coached by a supervisor or mentor when dealing with their first ‘live’ calls.
You could work towards various NVQ qualifications, including:
» Telesales levels 2 and 3
» Contact Centre Operations levels 1 and 2
» Contact Centre Professional levels 3, 4 and 5
You could also take a general qualification such as an NVQ in Customer Service, or a qualification specific to your industry. For example, NVQs in travel and tourism, finance and information services contain units on call handling techniques.
More detailed information about qualifications for the call centre sector can be found on the e-skills UK website. www.e-skills.com
What opportunities are there?
Opportunities for work as a call centre operator are excellent, as there are currently around 10,500 call centres in the UK, employing over 800,000 people. This number is rising due to the rapid growth of telecommunications technology. With experience and training it is possible to progress to supervisory jobs, then into management. Other prospects could include working in human resources, resource planning, marketing and training.
Article supplied by Department for Work and Pensions