Call Center work

Spacepig

With this type of work, are they usually looking for experienced operators? Struggling to get work at the moment and reading that they have a high turn over I wouldn't mind giving it a go.

Only a few mention training. So what type of work would someone like me who's confident in talking but has no experience be better suited for as obviously I wouldn't want to be thrown in the deep end and with so many advertised jobs it can be confusing.

from what I've read, inbound is better and something that isn't telesales.

Cheers.

bap98189

Are you unemployed? Just asking because about 18 months ago a friend of mine was sent on a 6 week "call centre" training course by the Job Centre. That may sound like a joke or a waste of time, but he has since got a job working in a call centre and has been there for about a year now. It might be worth asking the JC if such courses still exist.

stevemLS

Years ago I took a job in a call centre and there were 4 weeks 9-5 training before they would let you anywhere near the phones.

sarymclary

My 20 y/o son has recently started working in one, and it's his first 'proper' job since leaving college. He did 2 weeks intensive training, 9-5 each day. He then had a week where he initially sat with another operator to listen in to their calls, and eventually was shadowed when handling his first calls. They did have tests in the first two weeks to ensure they were learning the information necessary, and the pass rate required for those was 85%. This was in insurance, if that helps?

I think they can have a high turnover of operators because they do offer those wanting to initially get into work and opportunity, and it doesn't always suit everyone. They also employ on temporary contacts in times of high volume of calls, such as the recent storms and bad weather, created a lot of insurance claims.

Dan-Dan

dreadful work , avoid if at all possible

InsideInsurance

Spacepig wrote: »

With this type of work, are they usually looking for experienced operators? Struggling to get work at the moment and reading that they have a high turn over I wouldn't mind giving it a go.

<snip>

from what I've read, inbound is better and something that isn't telesales

Depending on personality most people prefer inbound to outbound and service rather than sales. That said, obviously most companies still will want their service people to try and do cross/up selling at the end of the call wherever vaguely relevant.

Sales roles tend to have commissions on top of basic salary and so can be better money if you are actually good at selling though you are also potentially dependent on the quality of leads you have been given.

Everyone will always prefer experience than not, though it can be about sales or dealing with customers more so than explicitly call centre. Of cause many call centres are high pressure, you will have calls stacked up and the second you put the phone down to one customer the next one is there talking to you and you have to be dealing with them whilst finishing off the notes from the last call etc. My ex worked for directory enquiries and they had to have an average call handling time of under 5 seconds.

Someone who has actually worked in these almost sweatshop type environments will have their eyes open to it and so less likely to leave after a couple of weeks of being live after a months investment of training in you.

Free_Spirit_31

I used to work in a call centre and hated it.

It is heavily targeted, every aspect of it, call quality, call length, not allowed to use fillers such as 'err' 'erm' etc as it makes you sound like you do not know what you are talking about and you are supposed to be the one in control of the call.

There may be scripts to follow and after a while, you can sound very robotic.

I was in a call centre job where the manager would play the call back to either yourself and mark it to see if you have done exactly what has been asked of you for a bonus or to the whole team and the team would scrutinize the call and nit-pick what they would and would not have done differently.

You have to log your toilet breaks on the dialler system, if you have too many or you are on a toilet break too long, you are in the office practically!

In alot of call centre jobs, you have to sell things, don't sell enough you are in the office again.

The data protection act, if applicable, has to be followed to the tee!

It is very monotonous and repetitive work. The place I was in had a very high turnover of staff and employees would move on after 6 months or so. When I look for a new job, it is always that place that is hiring.

james761

I just got rejected from an RBS call centre job last week. Apparently I did not provide enough "reason" to work in a call centre - I said I wanted to help others, I'm excellent with IT and I have strong knowledge of finance.

What nonsense. I've used a similar answer when applying for graduate jobs, and currently I have a job offer from a world top 10 accountancy firm starting in september.

Spacepig

bap98189 wrote: »

Are you unemployed? Just asking because about 18 months ago a friend of mine was sent on a 6 week "call centre" training course by the Job Centre. That may sound like a joke or a waste of time, but he has since got a job working in a call centre and has been there for about a year now. It might be worth asking the JC if such courses still exist.

Interesting, I'll get on the phone to them and enquire.

Thanks.

stevemLS wrote: »

Years ago I took a job in a call centre and there were 4 weeks 9-5 training before they would let you anywhere near the phones.

This is where it gets confusing, some don't state experience needed but no mention of training either.

sarymclary wrote: »

My 20 y/o son has recently started working in one, and it's his first 'proper' job since leaving college. He did 2 weeks intensive training, 9-5 each day. He then had a week where he initially sat with another operator to listen in to their calls, and eventually was shadowed when handling his first calls. They did have tests in the first two weeks to ensure they were learning the information necessary, and the pass rate required for those was 85%. This was in insurance, if that helps?

I think they can have a high turnover of operators because they do offer those wanting to initially get into work and opportunity, and it doesn't always suit everyone. They also employ on temporary contacts in times of high volume of calls, such as the recent storms and bad weather, created a lot of insurance claims.

Sounds like a decent firm. Any details on the company name? At the moment I'm struggling to find work and have been on construction so anything is a bonus.

Thanks

Spacepig

Dan-Dan wrote: »

dreadful work , avoid if at all possible

After being on a construction site inhaling 40 year old dust and being told to just "get on with it", an office wouldn't be so bad.

Free_Spirit_31 wrote: »

I used to work in a call centre and hated it.

It is heavily targeted, every aspect of it, call quality, call length, not allowed to use fillers such as 'err' 'erm' etc as it makes you sound like you do not know what you are talking about and you are supposed to be the one in control of the call.

There may be scripts to follow and after a while, you can sound very robotic.

I was in a call centre job where the manager would play the call back to either yourself and mark it to see if you have done exactly what has been asked of you for a bonus or to the whole team and the team would scrutinize the call and nit-pick what they would and would not have done differently.

You have to log your toilet breaks on the dialler system, if you have too many or you are on a toilet break too long, you are in the office practically!

In alot of call centre jobs, you have to sell things, don't sell enough you are in the office again.

The data protection act, if applicable, has to be followed to the tee!

It is very monotonous and repetitive work. The place I was in had a very high turnover of staff and employees would move on after 6 months or so. When I look for a new job, it is always that place that is hiring.

That does sounds dreadful! I'm applying for everything so even if it wasn't long term, It wouldn't be the worst thing I've done. Just need to get working ASAP.

Spacepig

james761 wrote: »

I just got rejected from an RBS call centre job last week. Apparently I did not provide enough "reason" to work in a call centre - I said I wanted to help others, I'm excellent with IT and I have strong knowledge of finance.

What nonsense. I've used a similar answer when applying for graduate jobs, and currently I have a job offer from a world top 10 accountancy firm starting in september.

Ahhh, the banks. I've heard even for the call centers it can be pretty tough, thorough credit/fraud checks etc etc.

What a stupid reason though, surely they know that nobody, really wants to work in a call center..