Website of the UK government

About contact centres

Contact centres are offices where operators talk to people on the phone. Many companies, for example, banks and shops, use contact centres to keep in touch with their customers or find new ones.
 
There are jobs in council and government contact centres, where operators answer questions and help to organise services.

Jobs in a contact centre

There are two main types of contact centre operators:

• those who answer customer questions or help with problems
  
• those who are there to sell products and services

Operators usually work in teams and must be able to work quickly to meet their targets. Each team usually has a team leader. Managers make sure the contact centre runs well.  As an operator, you can work towards one of these senior roles.

What skills you will need

To be an operator you must be:

• able to speak clearly
  
• a good listener
  
• able to stay calm and polite under pressure
  
• able to deal with people if they get upset
  
• a good team player
  
• willing to work towards a target

Managers and supervisors make sure that contact centres and teams work safely and well.

Advantages of working in a contact centre

There are many advantages to working in a call centre. For example:

• it can be well paid – your basic salary is only the start. If you work hard you can get promoted  and earn more money
  
• it offers convenience and flexibility - you may be able to arrange daytime, evening or weekend work, depending on what suits you; part-time work is often available too
• you can enjoy a pleasant working environment – contact centres are usually well-lit, open-plan offices. You will have a comfortable seat at a desk and use modern equipment to do your job

Real-life examples

Luis Vargas, Customer Services Officer

I work for a large bank at their Customer Services Centre. My job has made me more confident about talking to people, because I make so many calls each day. I earn £12,000 a year now but I’m on a training scheme so hope to get a pay rise soon.

Holly Moss, Technical Support Engineer

I work as a technical support engineer, helping to make sure the technology that lets the operators make their calls is working correctly. I did computer science at university, and this is my first job after graduating. I love it! I earn £20,000 a year.

Find a job in this sector

Find out more about training and careers in the contact centre industry by visiting the websites below.

• Start a job and skills search Opens new window

• The Recruitment and Employment Confederation Opens new window

• Call Centre Federation Opens new window

• Financial Services Skills Council - Customer Services information Opens new window

• Institute of Customer Service Opens new window

You can also email the Institute of Customer Service at:

enquiries@icsmail.co.uk

More useful information

For more information on working in this sector and gaining the skills you need, contact your local Jobcentre Plus office and talk to an adviser.

They can also tell you what help and support is available to you to help you into work.

To talk to a Jobcentre Plus adviser call 0842 606 0234.

• Find your local Jobcentre Plus office Opens new window

• Help and advice when applying for a job