A contact centre (or call centre) operator communicates with customers or clients by telephone, email or over the internet. The exact job title may vary in different companies, but the job will be essentially the same.
Contact centre operators may cover one of the following:
- Advice and support
- Customer service
- Direct marketing or market research
Depending on where they work, their responsibilities may include:
A contact centre operator spends most of their day on the telephone. The job can be stressful, having to meet targets and answer calls within a specified time period. Calls can be repetitive and callers can sometimes be difficult to deal with. The calls may be recorded or screened to check that customer service standards are met.
A contact centre operator works between 37 and 40 hours a week. In some organisations they may have to work a shift pattern to provide 24-hour cover, with the core business hours between 9am and 5pm. Weekend, evening and part-time work is common.
The role is office-based, typically in a busy open-plan environment. It involves long periods of sitting at a workstation with a monitor and computer. Operators usually wear a headset to keep their hands free.
Smart casual or business dress is usually expected.
The average starting salary is between £13,500 and £15,500 a year.
In the UK, there are over 5,000 contact centres, employing more than 500,000 people. This accounts for around three per cent of the UK's job market, a figure which is likely to increase.
Contact centre operators work in various sectors, including:
- Finance and banking
- IT and telecoms
- Retail and distribution
- Outsourcing and telemarketing
- Travel and transport
- The NHS and emergency services
There are jobs with large and small businesses. Contact centres are usually found outside of city and town centres on business parks.
Some companies base their contact centres abroad. There may be some opportunities to work overseas, setting up contact centres and training local staff.
Vacancies are advertised through the local and national press, company websites and recruitment agencies.
There are no set entry qualifications, although employers are likely to ask for five GCSE's/S grades (A-C/1-3), including English and maths. Customer service experience is beneficial. Various employers, including those in the financial sector, require Criminal Records Bureau (CRB) checks.
A number of courses in contact centre techniques are available at colleges throughout the UK. These include:
Local colleges can provide further details and advice.
A range of qualifications have been developed by e-skills UK, including Apprenticeships.
Apprenticeships and Advanced Apprenticeships provide structured training with an employer. As an apprentice you must be paid at least £95 per week; you may well be paid more. A recent survey found that the average wage for apprentices was £170 a week. Your pay will depend on the sector in which you work, your age, the area where you live and the stage at which you have arrived in the Apprenticeship.
Entry to Employment (e2e) can help to prepare those who are not yet ready for an Apprenticeship. In addition, Young Apprenticeships may be available for 14- to 16-year-olds. More information is available from a Connexions personal adviser or at www.apprenticeships.org.uk.
There are different arrangements for Apprenticeships in Scotland, Wales and Northern Ireland.
Training is normally on the job. This includes in-house training courses and qualifications through professional bodies, where emphasis is placed on continued development and career progression.
Contact centre operators may be able to work towards NVQ's/SVQ's in:
The Customer Contact Association, the lead professional body for customer contact work, provides support in accrediting company training, covering a wide range of courses. It also offers contact centre professional diploma and certificate courses up to degree and postgraduate level.
There are also NVQ's/SVQ's in Customer Service at Levels 1 to 4, which are used in contact centres and have been developed by the Institute of Customer Service (ICS). These qualifications can lead to qualified membership of the ICS.
As an ambulance technician you would respond to accident and emergency calls, as well as a range of planned and unplanned non-emergency cases. You would usually work in a team, providing support to a paramedic during the assessment, diagnosis and treatment of patients at the scene of an incident and during hospital transfers.
You may use life saving skills as part of your day-to-day work.
A contact centre operator should be:
Career structures vary from one organisation to another. To progress in their career, some contact centre operators may decide to move to a larger organisation or change industry sectors. With experience, it might be possible to gain promotion to team leader, supervisor or manager.
There may be opportunities to move within an organisation to another business function such as training, human resources, marketing or sales.
Contact centre operators may decide they want to deal with customers face to face rather than over the telephone, and look for customer service roles outside a contact centre environment.
Chartered Institute of Marketing,
Moor Hall, Cookham, Maidenhead, Berkshire SL6 9QH
Tel: 01628 427500
Customer Contact Association (CCA),
Head Office, 20 Newton Place, Glasgow G3 7PY
Tel: 0141 564 9010
e-skills UK, 1 Castle Lane, London SW1E 6DR
Tel: 020 7963 8920
Institute of Customer Service (ICS),
2 Castle Court, St Peter's Street, Colchester, Essex CO1 1EW
Tel: 01206 571716
Institute of Direct Marketing, 1 Park Road, Teddington, Middlesex TW11 0AR
Tel: 020 8614 0277
Additional resources for job seekers and those already in a job.