Steve Jenkins

Where are you from?

Newport

Where do you work?

CommsDirect, Cardiff

How long have you worked in a call centre?

I started with CommsDirect in July 2007 and after successfully completing my Academy training, I fast-tracked through various roles on our Sales Floor from sales agent to team leader and more recently, to Academy Manager. I now work closely with the Training team mentoring and coaching our new recruits in our Sales Academy.

What made you choose a career in a call centre?

After 10 years of working within a retail management role for a local telecommunications retailer, I was stuck in a rut and looking for a new challenge. My previous sales experience gave me the confidence to make the move. The timing was right and I was immediately impressed with the friendly and encouraging work environment. Not only did I have the opportunity to earn an excellent salary but more importantly, my personal goal to be promoted to manager level has been realised in just under a year.

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

Lots of things. Personally, I get great job satisfaction from my coaching role as no two days are the same. Training is all about building people's confidence so once again, the friendly atmosphere makes going to work every day a really enjoyable experience.

Feeling valued is also really important. One of the highlights is our monthly and yearly end-of-year employee awards programme designed to reward our staff for their hard work and achievement. I am thrilled to have won two awards both for Best Newcomer. The first was the monthly award for shortly after I started here but the icing on the cake was winning the annual award in December 2007 at our end of year awards.

Another best bit about working in our contact centre is the launch of our new work life balance incentive which is quite unique. We have introduced 'target and go' which basically means if you have achieved your target sales for the day (and quality/credit checked) you have the choice to go home. It sounds too good to be true but some of our top sellers are out of the door by lunchtime and sometimes by first break!

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

I once had a guy pretending to be a woman and in the vocal style of the key character whose catchphrase is 'I'm a lady' in the well-known Little Britain comedy TV programme.

Have you been able to help someone out of a really difficult situation etc?

Every day! It never ceases to amaze us how many people are still paying over the odds for their mobile phone tariff when we call them. Some of our customers have saved literally hundreds of pounds by taking up a Network 3 contract with us or, if preferred, Pay-As-You-Go. Our customers are 'product savvy' and know exactly what they want. We try to match their needs by offering them their preferred choice of handset and a value-for-money mobile phone package which best suits their lifestyle and mostly importantly, reduces their monthly bill.

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

Seriously consider what you want out of your working day because contact centre work really does offer you everything it says on the label. Great rewards (both financially and opportunities for career progression) and in a friendly fun environment. I now work and socialize with colleagues who have become good personal friends. Working in a contact centre is a very positive experience. I wish I had thought about it sooner!