Rhodri Williams

Where are you from?

Originally born in Swansea, raised in London, now I live in Cardiff

Where do you work?

AA Insurance Services
How long have you worked in a call centre?

I started out about three years ago as a Customer Service Assistant dealing with existing motor insurance policy holders by answering queries and cross selling when applicable. I am now a Technical Adviser helping trainees and new starters settle into their new role.

What made you choose a career in a call centre?

I didn't choose the career, the career chose me! At first I saw it as just another job to keep me going and to pay the bills. But there was so much opportunity to earn good incentives through cross selling and to progress in the company. I believe that car insurance is such a specialist subject that the knowledge you gain is invaluable. When you find yourself telling a barrister or a company director the ins and outs of motor insurance and they thank you for your assistance it gives me a great sense of achievement. I have done well in my role and I believe that I have the right attributes to continue to pursue it as a career.

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

The people I work with make it a great place to work. Being part of a team which all get on really helps you through the day. Having the opportunity to earn monthly incentives on top of your wage is also one of the best things about working in our call centre.

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

I once had a call from a policy holder via satellite phone from the Arctic. He worked for a television company and was filming out there and he had to call to authorise his wife to deal with his policy while he was away. The call was cut short when he spotted a polar bear coming close to his camp! I also had a call where a policy holder had just bought a brand new car and was calling to make a claim as he had crashed it whilst driving off the forecourt!

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

Within the industry we always have calls from policy holders in difficult situations, whether they have made a claim or their tax is due and they have lost their certificates. It is always rewarding to help customers in difficult situations. I once had a caller who was so distressed because her husband had just passed away and she didn't know what to do with his insurance policy. I advised her that she was still covered to drive the vehicle. I called the insurers to confirm that it was ok to transfer the policy in her name and advised her on the procedure to follow. She was so impressed by how I dealt with her problem that she wrote a letter of commendation to my manager.

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

If you are the kind of person who enjoys talking to people, helping customers, problem solving, working as part of a team and likes to be challenged then this is a good career for you.