Focus on..

What skills do you need to succeed in a contact centre?

I know it sounds like a cliché, but you really do need to be a people person, you've really got to love talking to all kinds of people- after all we do work in a 'contact' centre! On top of this, patience really is a virtue when it comes to succeeding in the industry.

What’s the best thing about working in a contact centre?

One of the best things about working in a contact centre is working as part of a team. We're all chatty, social people- there's not really any wallflowers here! We all pull together to get results and give the best possible service we can to our customers. When the buzz of the working day is over and we've finished working hard together, we all make sure we play hard together.

How has your career progressed in the contact centre industry?

I started out five years ago on the general contact centre floor, dealing with energy enquiries from customers from all over the UK. I'm a salesman born and bred so wanted to move into the marketing department to be able to put my skills to best use. My managers spotted these attributes and moved me into a role which benefited both of us. I've been in this role for about three years now and it has seen me travel all over the UK to places like Edinburgh, Manchester and Southampton to share my knowledge with other people starting out in the industry. One day I'd love to make it to Head of Sales. In an industry with this many opportunities anything seems possible!