Call Centre Life

Call Centre Life – looking at work in UK call centres

Contact Centre Poetry Competition 2011 – The Results

And the winners are…
Best Twitter Poem – Ring ring, ring ring, the phone does sing….
Best Limerick – There was a call centre agent from Tooting….
Best Poem – What is a call centre like?….
Read on to see the poems in full.

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Ten probing interview questions

A job candidate’s well-rehearsed replies to the usual interview questions can disguise their true personality. Four top call centre recruitment specialists share the questions they use to probe a little deeper.

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The top 10 call centre ‘oh no’ moments

Every call centre has its ‘oh no’ moments, when a customer service agent says something insensitive, or gives bad advice.
We polled a number of call centre agents to find out their worst moments.
Matthew Brown takes a light-hearted look at a few classic examples.

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The top 10 call centre websites

Looking to expand your reading in the contact centre and customer service space?
We take a fresh look at some of the best websites out there.
Thanks to all of you who nominated your favourite …

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Snakes and Ladders call centre game template

We were recently asked if we knew of any companies who provided an interactive Snakes & Ladders game. We could not easily find anyone so we decided to create our own version in PowerPoint.

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Call Centre Salary Survey 2011

How does your salary compare with other contact centres? Are you being underpaid in your job or do you find that your salary matches up well? Want to know which roles can earn up to £100,000 per year?
Find out more as we reveal the results from the latest salary survey.

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The history of the call centre

I was recently asked by a researcher for the BBC, for an upcoming documentary on contact centres, for the date of the first call centre in the UK.
This question stumped me. I knew of some early ones, but what was the first? I have done some research and the early results are quite surprising.

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The Good Call Centre Awards Guide

Looking to recognise the achievements of your team, by entering a Call Centre Award?
Want to know which one is the best or which one is coming up next?
We have compiled a list of the good, the bad and the ugly of the contact centre awards……

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2020 vision: What will the call centre look like in ten years’ time

What will the call centre look like in ten years’ time? Ten years can see great technological advances, and call centres have changed a lot since 2000. Back then, social media didn’t exist on the level it does now, and Facebook hadn’t even been invented. So what changes might happen in the next ten years?
Call [...]

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Call centre dress codes

Customers have no way of knowing what a contact centre employee is wearing as they provide service over the telephone. So, does it matter what call centre staff wear to work every day?
Matthew Brown looks at the dress codes in today’s call centres.

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