Some of our most successful placements in the call centre industry have had no prior experience in working in such an environment.

Administration, Retail, Hospitality, Human Services and Financial services experience is all highly valued. In fact if you have held a role that involves customer contact and you have enjoyed helping people with information, solve problems or resolve complaints a call centre can offer a fun and rewarding environment.

Call centre roles allow you to work in a team environment as well as on your own and are ideal for people who love to receive feedback and achieve goals. Most centres operate very active social clubs and long-term friendships can be built when working with a large group of committed professionals.

Structured training and development is on offer in most centres as are innovative reward and recognition programs so you can achieve more than just a pay packet.

Best of all – once you finish your shift, you can go home and enjoy the rest of your life as there is limited “homework” or after hours / overtime required. A call centre career can offer a perfect work life balance.

So what is it?

A call (or Contact) centre is a general term for an office environment that handles large numbers of customer transactions.  It can include reservations centres, help desks, information lines and customer service centres.  Customer contact mediums can be phone, email, fax, web and chat. It can be made up of one office or multiple sites that achieve the common goal.

The environment of a call centre may include:

• Teams of 8 to 15 consultants reporting to a Team Leader
• Phones, headsets, desks and PCs
• Breakout rooms for staff during breaks
• Training rooms for classroom style induction and training
• Open Plan for better acoustics and atmosphere

Call Centre Performance Measurements can include:

• Remote monitoring for call quality (coaching tool)
• Adherence to schedule – a general term that refers to how well agents adhere to their schedules or rosters (punctuality)
• After call work time - also called wrap-up and post call processing (PCP). Work that is necessitated by and immediately follows an inbound transaction. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode
• Average Handle Time - The sum of Average Talk Time and Average After-Call Work for a specified time period
• Attention to Detail

Generic Call Centre Competencies:

• Accountability
• Clear Communication
• Customer Service
• Problem Solving
• Resilience
• Adaptability
• Team Work
• PC Skills
• Sales Skills (in a relevant environment)