Take five - Carolyn Mansbridge

Each month, Call Centre Helper talks on your behalf to a range of individuals from the world’s contact centres to find out how they believe the industry has changed and what advice they have for those entering it for the first time. This issue, we’ve interviewed Carolyn Mansbridge, call centre manager at outsourcer ROCKETUK.COM

1) How have call centres changed since you started working in the industry?

It has to be said that offshoring call centres has placed a threat on the skill set and jobs available. UK call centres now need to rise to the challenge and accept the healthy competition. It can only benefit us if we are pushed to work harder rather than becoming complacent. It helps us to remember what we are here for; whether it’s providing support or customer service we must always strive to be the best.

2) What do you think call centres will be like in ten years’ time?

I’d like to think that call centres will be one of the few aspects of our lives that won’t be automated. People need to know that they can speak to another person when they have a problem, not a computer. Hopefully call centres will have been able to train their staff in basic IT skills so that they can work more efficiently. It would save our economy millions each year.

3) What is the best aspect of your job?

Finding and bringing the best out of people and watching their careers develop is the most satisfying part of the job. Working with a call centre team that is enthusiastic, focused and successful is also a very rewarding aspect of being a call centre manager.

4) Based on your own experience, what advice would you give to those entering the workplace for the first time?

Take it seriously. Find out exactly what is expected of you and look at how that can be delivered. Also, make sure you are aware of the business objective and where you fit within the structure. Identify the key strengths that you can bring and always put the best interests of the business first.

5) What book or professional course would you recommend to others?

‘Gung Ho‘ by Ken Blanchard is an excellent true story as well as giving inspired methods for motivating a team. It’s about how to get people to ‘want’ to come to work rather than ‘have’ to come to work, and is a lesson in empowering your staff and building a relationship of trust and team work.