Life in a call centre...

RedfordML

Its not Aviva is it? Sounds really good?

Faith177

No not aviva but one of the big 5

lemontart

call centres vary but most have certain things in common re loo breaks etc, as for the being polite thing that is true of all business not just call centres

BlueEyedGirl

Got to say in all three I worked, I never had problems with needing loo breaks, normal breaks, lunch breaks etc.

PenguinOfDeath

I worked in a place that ended up being call centre work. It was the most draconian place I've worked for breaks, time off (nightmare for arranging interviews) and even availability - they insisted on minimal 'after call work' even though you ate doing the work relating to the last call, they wouldn't give you the time to act upon it which created more calls and more angry customers

That said there were more characters there than many other places and I still reminice about the 6 months or so I was there, not always on a good way though!

robatwork

Faith177 wrote: »

It is actually quite relaxed yes there are targets to meet but they are doable. For example my unavailability from the phone has to be under 5% for the month that doesn't sound a lot but it works out 2-3 toilet breaks a day or at least 2 x 10 min breaks. We get a full hour for lunch and they don't expect you to work through that it's your choice. If you do then they give you back the time no questions asked

Can I ask how they deal with smokers / smoking breaks?

MABLE

BlueEyedGirl wrote: »

It could be a career change if you get the right company to work for. There are some rubbish call centres and there are good ones. I tend to think if you go for a brand name company they will treat you better.

Before I retired I worked for Lloyds, Halifax and Royal Mail and take it from me brand name or not the only thing they are concerned with are your stats. Also in my experience if a customer wanted to speak to a manager they would all quickly disappear.

BlueEyedGirl

MABLE wrote: »

Before I retired I worked for Lloyds, Halifax and Royal Mail and take it from me brand name or not the only thing they are concerned with are your stats. Also in my experience if a customer wanted to speak to a manager they would all quickly disappear.

I think that is most call centres! :rotfl:

dori2o

I've worked in a call centre for HMRC since 2003 and I really enjoy it.

Yes there are targets to work towards but in all honesty show me a job where there isn't some form of target or time restraint.

One thing I would say though is that not all call centre work is the same, and so some experiences in call centres are very much different to others.

For example sales driven work, I imagine, will be a lot more frustrating and demanding because a) there will be specific targets to hit, b) failure to hit these targets results not only in closer inspection of you from the management but also affects your income as most will be commission based, c) it is likely to include some cold calling which I hate both as a consumer and as the person making the cold calls.

Customer service work however, where you are taking inbound calls only and are providing a service not seeking a sale is likely to be more relaxed.

There will be an expectancy that you don't sit there chating all day to the person at the side of you and there will likely be soft targets on call handling times etc.

At the place I work there is no issue with breaks, you can go as and when you want for toilet breaks etc, there is no need to ask permission.

For your ordinary breaks and lunch the only requirement is that no more than 25% of the team are on a break/lunch at the same time.

I enjoy it as it provides a distraction from the pain in my leg and the time tends to pass without noticing.

Check the civil service jobs website, there are contact centre jobs available at DWP in their Debt Management department.

Mupette wrote: »

It's hell

must hit targets, must be polite, even if you have someone screaming down the phone to you - never loose your cool - ever.

permission to pee, permission for break, company bus late, too bad stay behind and replace the time

that 1 hour break in training is now half hour on the call center floor

you must go to all parties or forever be treated different and not a team player

I've never worked under these conditions in my job.

Need the toilet, just get up and go, do the business, wash hands, come back, back to work. Just so long as you're not taking the mickey I think most CC's are the same.

In the majority of cases our hours are set, but you can choose how long you want to have for dinner, be it 1hr, 2hr, 30minutes etc. They simply add the time onto the schedule so that you get your 37 hours in within the week.

You can also apply to have a longer dinner on a day to day basis. So if you had an appointment, or needed to visit the shops, or just wanted a long lunch with a friend/friends. The time for this can either be covered with annual leave or by flexi time.

Regarding being polite, I've never found the need to be inpolite at any of the 4 jobs I've ever had since leaving school.

As you can imagine working for HMRC we get some very unhappy people on the phone. The thing to do is to let it all rush over your head, and if possible, diffuse the tone of the caller asap into the call.

Unless the person on the other end is being personally abusive towards me I have no problem with them shouting, and I give them 2 opportunities to stop swearing/being personally abusive. Should they continue then they get cut off. Simples.

BlueEyedGirl wrote: »

Got to say in all three I worked, I never had problems with needing loo breaks, normal breaks, lunch breaks etc.

Same here

robatwork wrote: »

Can I ask how they deal with smokers / smoking breaks?

At our place you can have a smoke break (referred to as a comfort break/unscheduled break) as often as you want, so long as there is at least 1 hr between breaks/lunches/start and end of the day. This break however is taken from your own time, you fill in a spreadsheet detailing what time you went on the braek and what time you came back. The time for this is covered by built up flexi time.

Some people have one bad experience with CC work and assume it is all the same. It isn't.

Personally I would never work in a sales based CC as I don't have the knowledge, confidence or ability to sell things over the phone. I also disagree with the majority of sales tactics and the undue pressure put onto sales staff.. I also wouldn't want to live a life which my income depended on how many sales I make to faceless strangers.

CrowCrow

dori2o wrote: »

I've worked in a call centre for HMRC since 2003 and I really enjoy it.

This explains why your experience is completely different to everyone else in the private sector.