Although a career at a contact centre may sound quite simple, your role could change considerably depending on where you work. Your day-to-day job could involve you helping customers with insurance, supporting them through challenging or difficult times or even acting as a dispatcher at an emergency services 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 want to 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.
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. Employers look for relevant work experience in their potential recruits as this is evidence that you’re driven and have the essential skills that make you a great employee. 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.
Unsure about what a work placement could involve? You should’ve asked!
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, the ability to learn from the inside and apply this knowledge form your studies into your everyday work. The practical experience and qualifications you’ll earn will really set you up for a great career! Some contact centre apprenticeships include;
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If you do choose a degree that involves a lot of studying based on contact centres at university (whether that’s direct in a Customer Contact degree or something related such as Business Administration), you can expect to learn some useful 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.
If you are studying a different subject, don’t worry. You’ll still be able to learn the necessary transferable skills that make you a great employee, and then apply these into your career at a later date. All those group projects where you interact with others both face-to-face and organising things over text will really come in useful in a contact centre. Here are some examples of the degrees that you could do:
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This industry has many graduate roles. Some call centre management positions may be open to graduates – especially if you possess a degree in a related area, such as business management or another language. However, it is also possible to enter with an unrelated degree subject at a call centre operative level and get the chance to work your way up to a management role.
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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.
A contact centre career is calling, why don’t you answer it?
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