Workplace: Hanging On The Telephone
Don’t put your career on hold! Though we’ve all got ideas about what it’s like to work in a call centre, most of us are completely wrong, as Melissa Holmes reports.Most of us have some experience of call centres – sorting out our bank account on the phone, ringing the gas company to let them know our latest meter reading, sorting out tickets for the cinema. We’re familiar with the joys of being kept on hold, held in a queue or transferred from one person to another.
We also have a pretty similar view of the kinds of people who work in call centres and what sort of places they must be – images of staff being slotted into desks like cooped up battery hens, their conversations recorded and toilet breaks monitored – all the while knowing that they’re stuck in a dead-end job with no prospects of promotion.
This impression, however, is far from accurate when it comes to modern call centre work. For example, take the staff employed at Sky’s customer contact centres. They work in award-winning, open-plan offices from where they provide the highest levels of customer service to some 17 million Sky viewers. What’s more, they’re rewarded with enviable salaries and bonus packages. But that’s not all. Team-focused atmospheres mean that Sky’s call centres are enjoyable places to work, with thorough training and support on offer as well as team-building activities, imaginative incentives, the chance to undertake voluntary activities and even the opportunity to complete Modern Apprencticeship programmes.
Morag Worling, a “talent resourcer” at the satellite broadcaster, says that the company has gone out of its way to be different from the ‘typical’ call centre to ensure a comfortable workplace for its employees: “We have gone the extra mile to provide our people with the best working environment,” she says. “Boring rows of desks have been scrapped in favour of a modular system that are not only pleasant to work in but also encourages team spirit.”
What’s more, there’s no cold calling – instead, you accept inbound calls from customers who are looking for an upgrade, advice on a new product or help with a technical query. Sky promises a varied, challenging and exhilarating role and is looking for the right people to join them. “We at Sky are looking to employ positive individuals who have a passion for entertainment,” Morag explains. “We would also love them to have excellent communication and listening skills and have a strong customer focus. In order to deliver the best possible service we need to hire the possible best candidates – we believe in helping them, not only to develop their talents and skills but also to uncover hidden abilities. It’s just one of the reasons why people choose to stay at Sky.”
Recent figures have shown that some 800,000 people work in call centres in the UK – that’s almost 3% of the national workforce. The sector is valued at £13.3 billion, and covers a variety of industries – most commonly in financial services, retail, charity work and the public sector. So, call centre staff could work for the police, Crimestoppers or even – heaven forbid! – the DWP’s benefits helpline! And with increased emphasis on managing stress levels, taking regular breaks and specialist training (for instance, how to deal with difficult callers), it’s fair to say that working life for those employed in the sector has improved dramatically over recent years. Plus, you often get to enjoy attractive staff benefits, high levels of job security, the chance to progress up the promotions ladder and flexible working options. So what’s not to love?
Talk to people working at a Sky call centre and you’ll be surprised at the range of people you’ll meet. Far from there just being young school-leavers and university graduates struggling to find a job, you’ll find people from all backgrounds and of all ages. Peter McCann has worked at Sky’s customer contact centre in Dunfermline for a year, and has only praise for his employers. “There’s a pre-conceived idea about staff in call centres; that they sit about cooped up like battery hens, but it’s not like that,” he explains. “We don’t read from scripts here. Instead we’re able to explore with the customer and find out what product will meet their needs.”
Peter, who’s 45, works as a programme advisor, letting customers know about the different packages available and making sure they have a Sky package that suits them. It’s a big change from his previous career – he worked in heavy industry for 23 years prior to joining Sky. “I’m constantly learning and trying to get to grips with new things,” he admits. Registered blind for the past decade, he initially found it hard to make the transition from heavy industry to a new career, and didn’t consider call centre work until he got in touch with Fife EmployAbility. “When I started applying for jobs, I was upfront about being visually impaired because I thought that would get me the job that was right for me,” he says. “Being blind is just what I am. It’s not the person I can be. It’s not who I am.”
Sky has been a very considerate employer and more than accommodating when it comes to Peter’s needs, supplying a range of computer magnification software and phone equipment. As a member of the Employers’ Forum on Disability, Sky is positive about employing disabled people, as talent resourcer Morag Worling explains: “We are not specifically trying to target disabled candidates,” she insists. “We are only trying to make people more aware that we are a diverse company and that we do our utmost to assist and support anyone coming into the business that may have additional requirements that we need to meet to enable them to work at Sky.”
Peter feels the support he’s had has been second to none: “They’ve pulled out all the stops to get the equipment I’ve needed to enable me to do the job,” he says.
It’s clearly a job he clearly enjoys, with plenty of perks and incentives – and a great bunch of workmates. What’s more, there’s very little pressure: “I can talk to the customer and make sure they get the best package for them.” he says. “It feels great when you know the customer has come off the phone with a smile on their face.”
Sales advisor John Usher has worked at Sky for two years, having left his trade as a joiner in search of better job security and a more regular income. “I love my trade,” he admits, “but when my personal circumstances changed I went to work in a call centre. When an opportunity with Sky came up I jumped at the chance.” John believes that – contrary to popular belief – call centre work does offer a career, with plenty of training and the chance to make your way up the ladder.
Based at the company’s Livingstone call centre, John takes calls from new customers who are interested in signing up to Sky. “We have an education in the products and we pass that knowledge on to the customer,” he explains. “You’ve got to build a rapport with the customer so you can give them the information and the product that they require, and I can do that thanks to all the training I’ve received.” John was surprised to spend the first four weeks of his employment with Sky away from a phone – instead he took part in team building and role play activities as well as learning about the many products on offer.
The 36-year-old relishes the competitive nature on the sales floor and enjoys being a team player. “It’s a very open and friendly sort of environment, plus we wear smart-casual dress so it doesn’t feel too formal,” John says. “The people here make it a great place to work too – everybody’s there for the same goal, plus we enjoy plenty of social activities like paint-balling, go-karting and bowling.” John finds that – far from stifling their employees’ personalities and having them read from a script – Sky is very open when it comes to finding out employees’ views and making sure every individual is making the most of their talents: “They’re a very considerate employer because, at the end of the day, if the staff are happy then they relay that to the customer, which can only be a good thing.”
It’s fair to say that John is very happy in his line of work, telling us: “Without a doubt, if you’re not smiling when you walk in the door, you’ll certainly be smiling when you leave because the atmosphere is fantastic.”