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Is working in a contact centre for you?

If you can stay friendly, polite and calm, even when customers are upset, working in a contact centre could be for you. Many companies (like banks and shops) use contact centres to keep in touch with their customers. As an operator you can work towards one of the senior roles.

Here are some positive comments from real people currently working in a contact centre:

Evan Perry, Call Handler, NHS Direct

"I help patients to choose and book their appointments. They seem to appreciate a friendly voice and often thank me for helping them. It’s a good feeling!"

Peter Miller, Contact Centre Trainer

"I’ve worked in a contact centre for five years. Now I train operators to do their job well. It’s good to see them win their first sale!"

Contact centres: the facts

People often have fixed ideas about different jobs. But it’s always important to get the facts. Here are some common misconceptions answered by the real facts:

• "It’s a badly paid job" - that’s not the case, your basic salary is only the start and like every job, work hard and you can move up the career ladder; a good operator or senior post can earn very good money indeed
• "You have to work long hours" - not true, most contact centres offer a variety of hours and shift patterns and you may be able to arrange daytime, evening or weekend work; depending on what suits you part-time work is often available
• "Contact centres are like sweat shops!" - no way, you can expect to work hard, but the law says you must have regular breaks; contact centres are usually well-lit, open-plan offices, you will have a comfortable seat at a desk and use modern equipment to do your job

Advantages of working in a contact centre

There are many advantages to working in a contact centre including:

• it can be well paid – your basic salary is only the start; if you work hard you can get promoted and earn more money
• it offers convenience and flexibility - you may be able to arrange daytime, evening or weekend work depending on what suits you and part-time work is often available too
  

Real-life examples

Luis Vargas, Customer Services

"I work for a large bank at their customer service centre. My job has made me more confident about talking to people, because I make so many calls each day. I earn £12,000 a year now but I’m on a training scheme so hope to get a pay rise soon."

Holly Moss, Technical Support Engineer

"I work as a technical support engineer, helping to make sure the technology that lets the operators make their calls is working correctly. I did computer science at university, and this is my first job after graduating. I love it! I earn £20,000 a year."

Careers advice and job profiles

You can find more information about specific job roles within a contact centre by using the careers advice and job profiles link below:

• Careers advice and job profiles Opens new window

Find a job in this sector

Find out more about training and careers in a contact centre by visiting the websites below:

• Call Centre Focus Opens new window

• Download 'Financial Services Skills Council - customer information' (PDF, 70K) Opens new window

• Help with PDF files

• The Recruitment and Employment Confederation Opens new window

• Institute of Customer Service Opens new window

To search for jobs available in this sector, use the 'Start a jobs and skills search' link below. Or talk to a Jobcentre Plus adviser by calling 0845 606 0234.

They can also tell you what help and support is available to you to help you into work.

• Start a jobs and skills search Opens new window

• Help and advice when applying for a job

• Contact Jobcentre Plus