Sarra Bedgood

Where are you from?

Originally from Hawthorn Pontypridd but from the age of nine I grew up In Ynysybwl. I currently live in Cardiff but I am keen to move back to the Pontypridd area.

Where do you work?

LINK Financial Limited in Caerphilly.

How long have you worked in a call centre?

I have been working in this call centre since 2003, dealing with customers from all over the UK. I began as a Collections Agent but as a result of becoming more experienced I have now progressed to my current position of Litigation Accounts Officer, where I deal with a variety of calls on a daily basis with an emphasis on helping customers by setting up payment plans that they can afford to pay. I am happy with how my career has gone to date and I think it has really taken off since LINK acquired the site in 2005.

What made you choose a career in call centre?

I chose a career in a call centre because it offered me more flexibility and better job prospects. Other jobs that fitted in with my schedule such as retail or public houses only offered national minimum wage, due to the hours I wanted to work. As I went back to university as a mature student I already had financial commitments that a basic wage would not cover. As a bonus, since I am employed by LINK, I also enjoy a benefits and pension scheme that adds to my overall package.

As a result of my job I have been able to complete a HND and a BSc. LINK have always been flexible in being able to arrange my shift pattern around my university commitments, which has benefited me as I have gained the highest awards without having to worry about my employment at any time.

What are best bits of working in a call centre?

It really has to be the people you work with as they make the job what it is. Fortunately, my team are a very sociable and fun group which helps ensure there is never a dull moment. There is a great team spirit and we regularly help each other out which as a result provides our customers with the best possible service. Having fun is part of LINK's culture with regular social events such as an after-work party on the last Friday of every month. Last year 33 of the top performers were treated to a long weekend in Madrid. In addition, each month the top performer is recognised and rewarded and I have been fortunate to be the winner four times in the last year. LINK also has a second monthly award, the Star Performer Award, which is given to the employee who makes a significant 'Above and Beyond the Call of Duty' type contribution.

What is the most challenging call you ever had to deal with?

Dealing with challenging calls is part of my daily routine. However, as a result of the thorough training we receive, my colleagues and I manage to overcome these challenges and we can often turn a difficult situation into something positive.

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

I regularly deal with customers who find themselves in an adverse situation due to circumstances outside their control, and I very much enjoy being able to offer genuine help. I find it really satisfying when you assist a customer who has been through a long litigation process and you manage to come to a payment arrangement that suits them and helps them better their situation. It is great to hear the relief in their voice when they finally clear their accounts as a result of the help you have offered them. This is of particular relevance with the recent reports on 'credit crunch' as often customers hear there may be no way out. You offer them a solution and as a result improve their lives.

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

LINK offers great career progression opportunities with its philosophy of only promoting internal candidates to team leader positions. If you enjoy dealing with people from different walks of life then you should definitely give it a try.