Gareth Llion Jones

Where are you from?

Harlech but now living In Cardiff

Where do you work?

LTL Connect

How long have you worked in a call centre?

I've worked in call centres for a couple of years now. I previously worked in a bi-lingual call centre in North Wales before relocating to Cardiff. I then took a temporary job in a telecoms call centre before finding permanent employment with LTL Connect in Nantgarw.

What made you choose a career in a call centre?

Most types of large businesses now need some type of contact centre. It can be a very varied career with lots of opportunities to learn new skills and there are lots of possibilities for promotion and career progression.

What are the best bits of working in a call centre?

The most enjoyable part is working as part of a team but also having your own responsibilities and workload. There can be a lot of job satisfaction to be had.

How does your job differ from the perceived norm of a call centre?

The contact centre I work in is quite different from others. We do not have as many calls as other contact centres due to the nature of the service. The calls I receive can be from clients with a range of issues that they would like assistance with and as a coach I can help them to set some goals which enable them to work through these issues. I also assist clients with grant and loan applications and enquiries.

What was the best call?

The client rang feeling very tense about his workload and frustrated that he could not complete it because of his anxious mental state. He felt very pressured to achieve extremely high standards and was concerned that he is was failing.

I explored where the pressure was coming from and his relationship with colleagues, workplace and his home and social life.

The client realized that there was no concern on the part of his managers as to his quality and quantity of work, and that the source of the pressure was himself, and his unforgiving standards. He spoke about his passion for his role and it being his 'dream' job and recognised that this pressure was spoiling what could be a fulfilling, rewarding vocation. He also spoke of his family who were supportive and how lucky he was to have these people around him. He left the call in a more positive mood, and decided that he was going to resolve to enjoy his work and home life and relax his high standards to relieve his pressure.

What would you say to someone thinking for a call centre as a career option?

The good thing about contact centres is there is a job for every kind of person. There are good opportunities for promotion and in my experience there is always a good team spirit and plenty of fun can be had in the workplace and after work.