A day in a contact centre
If you work in our Wakefield 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 what happens during a ‘typical’ day
“I usually arrive at work 20 minutes before my shift starts so I can prepare for the day. I like to get organised and bring up all the screens I will need for a days work, I have my folder full of scripts and the all important cup of coffee! I check my calendar to see if I have any actions for the day, any meetings or one to ones. My colleagues soon arrive and we have a general chat about the night before and the day ahead. My manager usually recaps the previous day’s performance and gives us words of encouragement before we start taking calls. At bang on nine o’clock I click on ready and await my first call. Whilst I am waiting I check my schedule to see what time my breaks are.”
Matt – Sales Adviser
“First General Insurance call of the day and it went OK. The customer didn’t know much about current policy as it was a lead so I had to explain a lot and he wasn’t prepared for it. The call went reasonably well though and the documents were sent out. I offered a call back but he wanted to call back himself.”
Laura - Customer Sales Adviser
“We work in a great sales environment and I am keen to get the first sale on the board. I could get a variety of calls. I sell General Insurance, Flex accounts and Credit cards. This job allows me to speak to many different people and many different departments. I work towards targets and enjoy attaining them. It is a challenge to hit all of the targets that are set for me but extremely rewarding when I do. All my sales go to a fantastic bonus that is uncapped!”
Matt – Sales Adviser
“When Dinner time arrives I usually head straight to the canteen or Burger King if funds will allow. We have a pool table at Wakefield and that’s where I spend the rest of my lunch. Getting beaten by everyone!”
Matt – Sales Adviser
“Phones are quiet so I check the communications site to see what is happening within Nationwide and if there are any important changes. I also look on the report map to see how I am doing for sales this month, this is looking good so far as I am above target for now so I just have to stick to this the rest of the month.“
Laura - Customer Sales Adviser
“After lunch it is important to stay focused and keep that energy up! I like to stand up and walk around whilst speaking to the customers as it keeps me alert. By mid afternoon I will begin to look at what sales I need to hit my daily target. I like to exceed my daily target in case I have a bad day later on in the week.”
Matt – Sales Adviser
“The whole contact centre is celebrating as we exceeded all of our targets so we are putting up decorations such as balloons and ribbons and tomorrow each team will get a hamper.”
Laura - 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.
