Katie Seymour

Where are you from?

Cardiff

Where do you work?

Blackhorse, Cardiff

How long have you worked in a call centre?

I have worked within customer services for four years. I initially started as an advisor but after a year progressed into a specialist role. I am currently covering a team manager position for three months and hope to secure a full time position in the future.

What made you choose a career in a call centre?

I was working part time in a supermarket after completing a degree at Cardiff University but I knew that I needed to find a career that would offer some prospects of progression. I attended an open day at Blackhorse where I was advised of all the options of careers that they had to offer as well as other benefits that were on offer from the company, I knew from then that this would be the job that would enable me to sample different areas of the business and progress.

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

Everyone works very closely together within the call centre and hitting targets is a daily must and is extremely important to the business and the individual. This helps to create a competitive atmosphere between teams within the department; this creates fun and boosts morale. It is a great atmosphere to work in, mixing with people who come from different backgrounds getting to know a diverse group of people. Working in a call centre you have the opportunity to get involved in other areas. The company sponsors the 'Wooden Spoon', an initiative where you can take part in charity work to help the local community or set up your own fundraisers to raise money for other charities.

What is the strangest call you have ever had to deal with?

I had a customer call through advising me that she was battered and bruised and needed an appointment. I advised her she was through to Blackhorse and not her doctor's surgery and she stated that while she was on the phone she might as well get a quote as she was looking to do some home developments within her house. Of course, I was happy to help.

What was the best call? Have you been able to help someone out of a really difficult situation?

A customer came through extremely upset and anxious because she had lost her job. She was worried about how she would be able to pay her monthly payments to us. After looking further into her account I noticed that she had Payment protection which covered her against this. I gave her the number for the insurance company and transferred her directly through to them, as I knew this would take a few weeks and her payment was due soon, I put a payment holiday in place. The customer was happy that this was something less for her to worry about.

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

If you are looking to progress within your career then a call centre is a great place to start, there are so many areas within the organizations that you can move into to develop your career.