A day in a contact centre
If you work in our Swansea 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.
“I arrived at 8:15 am after dropping my children off. I like to have time to set up the systems and have a cup of tea before the 8:30 am start. It’s Monday morning so calls are constant without any breaks in between. Time goes quickly when we are this busy!”
Paula – Customer Service Adviser
“Spent half an hour returning calls to customers with complaints and helping to resolve them.”
Sue – Team Manager
“There have been a variety of calls including payment enquiries and I’ve been having trouble getting through to the other departments as they are very busy too. Just had a call from a customer who was objecting to the security questions. I explained the importance of security and the new validation script is a lot more flexible which really helped.”
Paula – Customer Service Adviser
“I’m off to town for my lunch break. I choose to take only 30 minutes, that stops me spending! Hopefully I’ll get more quotes this afternoon.”
Donna – Customer Service Adviser
“Have just had a call with a customer who had charges refunded because of a society error and had incurred further charges from the company. He was not happy initially but I sorted out the query for him and he was happy with the result of the call. It's very rewarding when you manage to turn a call around and the customer is satisfied.”
Paula – Customer Service Adviser
“Filled in my appraisal as it is due next month. I’ve had a good year so hopefully it will be good. I spoke to a customer who had some charges on their account and wasn't happy but I was able to resolve it.”
Donna – Customer Service Adviser
“Lot’s of calls about ISAs – it’s that time of year! “
Paula Curry – Customer Service Adviser
“End of shift had a good day, nice customers. Off for a run tonight to relax.”
Donna – Customer Service 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.
