A day in a contact centre
If you work in our Swindon 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’m currently working a 9:00 am - 5:00 pm shift. I like to get to my desk at least 15 minutes before I start so I can set up what I need to use for the rest of the day. If I still have a few minutes after doing this I’ll go get a tea or water. Once it hits 9:00 am I must sign on and be ready to take a call. My first call of the day was a straight forward account balance. I validated the member and gave them their up to date balance, I then registered them for telephone banking, after asking them if there was anything else I could help with the call was ended.”
Megan - Customer Service Adviser
"It's time for a break. I work in sales, and it can get quite pressured sometimes, especially if you're having an unsuccessful day. So it's good to spend ten minutes away from my desk. The targets do motivate me though, and there's a real satisfaction from helping a customer with a product they really need. After all, the business believes sales come naturally through great service."
Michael - Customer Sales Adviser
"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 - Customer Service Adviser
"It’s my development session now. Every month we get a couple of hours off the phone to work on any issues we might have with our performance or to sit with someone who has a different role in the department to get an understanding of what they do. Today I’m sitting with our complaints handler to see how things get resolved."
Michelle – Sales Manager
"I've just taken a call from a customer who hasn't been receiving her statements. She has a right to be angry, but I soon reassured her that I'll get to the bottom of the problem. Sometimes customers can be stressed when they ring, but they usually hang up feeling glad they called. It's our job to help them."
Liz - Customer Service Adviser
"I'm at university, so I work evenings. I've got a meeting with my manager now - we're going to discuss the possibility of me getting into the technology department when I graduate. It means I'll have to catch up on my calls, but it'll be worth it."
Paula - Customer Sales 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.
