A day in a Sheffield contact centre
If you work in our Sheffield contact centre 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.
“Arrived at work early today as it’s the first day back after the weekend and I wanted to make sure that I had enough time to catch up on all my e-mails and communications, so I'm ready for the week ahead.”
Emma – Customer Adviser
“Checked Team Schedules and activities for the day. Dealt with e-mails and replied to branch feedback regarding an issue concerning one of my team members. Greeted team as they arrived and had a quick chat regarding what expectations were for the day.”
Vlad – Team Manager
“A busy start to the day as the new tax year starts this week and lots of customers are checking their ISAs and asking about the products we have on offer.”
Sue – Senior Adviser
“Had a really nice call from a customer who was very open to talk about everything he wanted to do in an appointment. I booked him a re-mortgage appointment along with a quote for home insurance and he also wants to discuss investments.
It’s really nice to speak to someone who is really open and honest because then you can make sure you are booking them an appointment for the correct reason. That way he'll get the best use of the time in the appointment.”
Nick - Supervisor
“Lunch is early today as I started at 08.30 am. I usually go for a walk around town and then back to the break room for my lunch and to catch up on any gossip with my work colleagues.”
Emma – Customer Adviser
“Sent out a report to the team detailing their call statistics for the day so far. This is very helpful for the team because they get an idea of how well they are doing. If their day isn't going that well then they have all afternoon to try and improve it.”
Nick - Supervisor
"We're always busy in the middle of the day, as customers tend to call us during their lunch break. It's lunchtime for us too, but we try to work our breaks around the busiest times to avoid long call-waiting queues - it's all about delivering the best service we can." Mike Grubb, Customer Adviser
“As a senior adviser I get escalated complaint calls from my colleagues. I have just had one customer who wasn’t happy about the fact that we need notice if they want to make a large cash withdrawal and also that they will need to take ID into the branch when they make the withdrawal. I explained the process we have to follow when doing a large withdrawal and also why. I explained that the ID is for his security and the account security. He went away not happy but satisfied.”
Sue – Senior Adviser
“The high point of today was having a customer thank me for the help and advice I have given him, it is really rewarding to know that you have done your best for the customer and gone the extra mile and they appreciate this.”
Emma – Customer Adviser
“It's been a very busy day again today but most of the customers have gone away happy. This evening the team are going out for something to eat and a couple of drinks, it will be good to catch up with everyone as we don’t have the chance to chat to each other when we are on the phones.”
Sue – Senior Adviser
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.
