Contact Centre Life
Being part of a Telecom contact centre is like being part of a big community. It's fun, rewarding, and full of variety and challenge.
Contact centre life is all about working together to provide great customer service and have a great time while doing it. You'll gain immediate satisfaction from helping people, responding to the challenge of delivering an exceptional customer experience, and accomplishing personal targets such as the number of calls taken, resolution time or sales achieved. And, once you've taken that last call for the day, it's easy to leave your work at the office!
Our contact centres have also launched many careers into management or specialist (rostering or forecasting) contact centre positions or into other areas across the Telecom group of companies.
We'd like you to be comfortable with and have a realistic view of what it is like to work in a contact centre before you join us - particularly if you haven't worked in one before, so here are some tips on what to expect:
Hours of work
A contact centre is a fun yet structured environment
We're here to provide service to our customers for whatever hours we're open so we need to ensure we have sufficient people available to take calls at all times. This means start-time and break rostering becomes a bit of a science - shifts are allocated dependant on expected call volumes. Our rosters are built to meet customer needs and this requires teams to work together and adhere to the start, finish and break hours rostered.
Contact centres are generally very social places where strong friendships are forged
Although you can expect to spend at least seven hours out of an eight-hour shift taking calls, it's still very much a team environment - we regularly run fun and friendly competitions between teams and participate in after hours activities together.
Working in a contact centre requires flexibility
Some of our contact centres provide shifts which change weekly and others provide a fixed shift. Many of these are not 9am to 5pm jobs. So we ask you to carefully consider your lifestyle and personal career goals and the suitability of the shifts on offer. The upside of this is that sometimes rostered shifts allow you to more easily pursue your activities and interests outside of work!
Training
- The Information and Communication Technologies (ICT) industry is one of the most exciting in the world. There's lots to learn - but if you have the right personal attributes, we'll provide extensive training to give you all the tools and systems knowledge you need.
- Previous experience in a contact centre is not necessary - many of our people come from retail, hospitality or other customer service backgrounds - their skills are easily transferable to our contact centre environments.
- Training with others means you get to bond with a group of people who are all in the same boat as you! Once you graduate, you'll have fun working with likeminded and supportive team-mates in a constantly changing - and exciting - environment.
- Ongoing training is also provided. Once you've mastered and gained confidence in one skill, you can up-skill in other areas, opening doors for you in other Telecom contact centres with more complexity so you can continue to learn, grow and remain stimulated.
You can learn about the benefits all Telecom people are entitled to and more about Life at Telecom in general on the main Telecom Careers site.