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Working in call and contact centres can provide a wealth of opportunities for bonuses and career progression. Many roles offer the potential for commission as well as flexible working and training opportunities.
If you’re considering a career in contact centres but want to understand what the role might involve, we spoke with a candidate we’ve placed in the past to see what their average day looks like:
The day starts at 8:30 am, which gives me enough time to grab a coffee on my way in and check my emails. I’ll start the day by chatting with my colleagues and then we’ll have a team meeting. Here, we’ll get important updates and be briefed on the work for the day. Then it’s time to log on and get ready to take calls.
After a couple of hours taking urgent calls and sorting out customer enquiries, I’ll set time aside to respond to some of the more complex requests I get. This might mean talking with other departments, like technical or finance, which gives me a good overview of the business in general. The longer you work in an industry, the easier it is to deal with enquiries but at first, I worked with lots of other people to make sure my customer’s queries were resolved.
Time for lunch! As I’m back to working in the office, I make the most of this and visit cafes and restaurants near my building. Whilst I was working from home, I missed visiting local businesses and now we’re back, I love to try new places with my colleagues.
After lunch, I set aside some time to work on a customer experience project I’ve been involved in. We’re always trying to make sure our customers get the best experience possible so I’ve been working with managers on how we can improve this. As I speak with customers on a daily basis, I use my insights to inform the customer satisfaction strategy. This makes me feel like I’ve had an impact on the way the business is run.
Now it’s mid-afternoon, I need a coffee. We have a coffee shop on-site so I’ll go and get a drink and some fresh air to clear my head. When I get back, I chat with some of my colleagues and see if there are any areas they’d like my support on. We work in quite a collaborative business and often work together to reach end goals.
I’ll spend the last hour of the day responding to customer enquiries and boxing off any work I need to complete. At the end of the day, I’ll write my to-do list for tomorrow and tidy my desk ready to go home!
For a detailed breakdown of a day in the life of a Call & Contact Centre representative, view our infographic below:
If this sociable, collaborative approach to work sounds good to you, get in touch with our Call & Contact Centre team to find out how we can place you in your perfect job.
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