A day in Bournemouth contact centre
If you work in one of our contact centres what might you get up to day to day? Of course, when no two days are the same, it’s hard to be precise. Even so, some of our team have done their best to give you an idea.
Click on a time to read through a typical day.
“I work 8.30 am – 1.30 pm Monday to Thursday and I aim to get in just after 8:00 am so that I can get a coffee, get organised and read any updates prior to logging on to take my first call. The mornings are generally very busy and I try and stay available to take as many calls as I can by keeping any contact logs short but clear and concise.”
Cheryl - Customer service adviser
“My first call back was quite complex about capital repayments. The customer had several parts to their mortgage and wanted to know how much they could pay off on each part. A nice juicy query to get me back into the flow of things.”
Charlie - Customer service adviser
“I have usually conducted some administrative work by now and attended the daily managers meeting. Upon returning to the floor at 11.00 I try to spend some time with the team for coaching/one to ones etc. before the lunch period begins and I either go to lunch myself or cover the floor in the absence of my peers.”
Dave - Team Manager
“My break today is 11:00 – 11.20; I have just got a coffee and am having a snack at my desk as I like to catch up with the latest news on the BBC website. After my break our team have a “Team Buzz” – this is just a quick 5 minute meeting where we are given any urgent updates, exchange information and ideas and hear how our latest competition is going. I had a great day today as I won a £10 voucher for achieving a target regarding my monthly Monitoring Objectives.”
Cheryl - Customer service adviser
“Lunchtime now. I usually go into town on my lunch break or to the canteen to see what soup they have on offer. Today I'm eating at my desk so I can chat to my colleagues.”
Charlie - Customer service adviser
“I have just taken a call from a customer who was very angry and confused regarding his account as he had lost his passbook and had been issued with a replacement book but had found the original passbook and the amounts did not match. I listened to his concerns and talked him through the few transactions that were not showing in the passbooks and this reassured him that his account was in order. He ended the call by thanking me for putting his mind at rest.
I really enjoy solving any queries that customers have and I particularly like turning an unhappy customer into a happy one by the end of the call by exceeding their expectations.”
Cheryl - Customer service adviser
“It is time to leave already – I work part time as I also look after my elderly parents, so I am effectively running two homes which can be quite challenging. Being in this motivated environment and having a supportive Manager really helps me to successfully achieve my goals.”
Cheryl - Customer service adviser
“Has been a busy afternoon but all the customers seem to be really friendly and cheery today. I have had one lovely customer who had lost some funds that she had sent through. All ended well as I managed to locate them on our suspense account. “
Charlie - Customer service adviser
“Mid afternoon is usually when I try to spend some time with my team giving feedback sessions or side by side coaching. This is generally a quiet time of day so development meetings for my staff and myself take place in the afternoon when we have the freedom to take people off the phones.”
Dave – Team Manager
“Usually I am nearing the end of my day around now so will spend some time tying up any loose ends from my `to do' list to ensure that I begin the following day with as clean a slate as possible ready to start over again.”
Dave - Team Manager
Now you’ve heard how other people feel, do you think you might enjoy working here too? If you’d thrive on the buzz of targets and the pressure of delivering great customer service, you'll be in good company, with a great team and excellent benefits.
