subject: Working Within A Call Centre [print this page] There are a number of call centres set up within many cities throughout the UK creating hundreds of jobs within the job market. Some of these include customer services, technical support, IT, sales, recruitment, administration etc
Working in a call centre within a telephone based role can be very stressful and repetitive, but it is however a very popular role that people apply for as the salary reflects on the duties involved. As with most companies, training will usually be provided for new employees before starting on the phones. It is essential that new employees have excellent knowledge on the services provided by the company, be able to use the in-house software programmes and understand the company policies before starting to work officially.
When the training is completed, candidates are required to start taking or making calls with a trainer or facilitator beside them, this is common within some companies so that it helps new employees in getting used to taking the calls before starting to do this themselves. Before making or taking any calls, the employees are given scripts to follow in order to comply with regulations which are monitored on a monthly basis. By abiding by the scripts, the employees should be able to answer any query and pass the quality monitoring tests carried out by the company so that customers are dealt with appropriately.
As soon as the training is completed and the new employees passes the relevant tests and are confident enough to take calls on their own, the official call centre role starts. If the employee is a customer service consultant, their role is to take incoming calls and answer customer queries. The time in which the calls should take depends on the company. Telephonists are usually set a time limit and given targets to meet each month. Being over the time limit may affect the individual target rates and if working within a team, it can affect the team targets; therefore it is essential that the employees can keep within the target levels.
Many call centres offer several benefits and some offer annual bonuses therefore working within a call centre can be very rewarding. Call centre positions are advertised across many websites as well as newspapers, it will always be available and definitely worth applying for.
