Graduates Hear
The Call

There has been a dramatic change in the way businesses and customers view contact centre operations, how agents work and the skills needed.

Many of the contact centres in Wales are hi tech, well run, motivated places to work and as such are attracting a broad range of educated people to help meet the demands of the 21st century.

The Health and Safety Executive’s (HSE) public enquiry contact centre 'Infoline', is a prime example of how Wales is competing by attracting and retaining university graduates to the industry. The work requires a high level of accuracy and the rigorous training programme is crucial to ensuring staff provide the highest service possible.

HSE Contracts Manager, Cherry Richards, said:

"All the external staff that we employ have to be graduates, although we do not specify a discipline. Our recruits must have the ability to be able to learn quickly and have excellent research skills which University graduates tend to be well accomplished in."

When new recruits start they undertake a six week intensive training course on health and safety legislation and HSE policies before handling their first call and study towards the NEBOSH General Certificate in Health and Safety.