An apprenticeship at a contact centre will give you the valuable experience of an employer as well as qualifications to support your development. If you love helping people and findings solutions to problems this career could be perfectly suited to you. The industry continues to grow so who knows where it’ll be in a few years’ time.
Although a career at a contact centre sounds quite simple, your role could change considerably depending on where you work. Your career at a contact centre could involve you helping customers with insurance, supporting them through challenging or difficult times or even at an emergency services dispatch centre!
Often, contact centres deal with customers and clients all over the world, so you’ll be speaking to a diverse range of people on a daily basis. If you’re a kind of person who wants to make a difference, can hold a conversation and contribute to the development of your organisation a career at a contact centre could be for you.
There are a number of opportunities for progression in contact centres, particularly if you’re interested in management. You could soon be managing your own clients or problem areas, or you could be team leading on managing an office.
What options can I take for a career in the contact centre industry?
Work experience is incredibly important when it comes to working in a contact centre because the main part of the role is all about how you talk to and deal with customers. It’s a great idea to start looking for work placements, however experience in roles where you talk to customers regularly over the phone or in person will give you the edge too.
An apprenticeship at a contact centre will give you hands-on experience in the role from the day you start, while you work towards a qualification, all while being paid! You’ll be getting real responsibility, learning from the inside and applying the knowledge form your qualification to your everyday work. Some contact centre apprenticeships include;
- Level 2 – Customer Service Practitioner
- Level 2 – Recruitment Resourcer
- Level 3 – Emergency Service Contact Handling
- Level 3 – Recruitment Consultant
University doesn’t tend to be the first option for many people looking to start a career in a contact centre, but that’s not to say it isn’t the perfect opportunity for you! You’ll learn the theoretical knowledge behind the industry and be able to apply this academic theory to your role when you graduate. You’ll also be able to pick the units you’re more interested in, so if that’s management or planning that’s up to you. These are some of the examples that you could do:
- Customer Contact BSc (Hons)
- Customer Contact Planning and Management BSc (Hons)
Due to the environment of a contact centre, many people go straight into a job there. There are lots of opportunities for progression too, with many people starting out and then leading teams of sometimes the whole office floor! This isn’t to say that qualifications aren’t important, as they could put you ahead of other candidates as your career develops.
Now it’s time to begin your contact centre search