Time to Think Again about a Career at a Call Centre

Western Mail (Cardiff, Wales), July 19, 2006 | Go to article overview
Save to active project

Time to Think Again about a Career at a Call Centre


Byline: By SION BARRY Western Mail

The negative stereotypes of sweat shop conditions, low wages and poor career prospects in the call centre industry are being broken down, research claims.

According to an independent report produced by Miller and commissioned by industry employers' group the Welsh Contact Centre Forum - the sector is increasingly being seen as an attractive employment choice.

Forum managing director Sandra Busby says the report's findings are crucial in helping employers and prospective employees gain a true understanding of Wales' 27,000-employee strong contact centre industry.

Ms Busby said, 'The industry has moved on a great deal since the last of these reports was produced for us in 2000.

'We now have a great many more people employed in contact centres in Wales with a sizeable amount of these involved in a lot more technical and high value added type work which includes the use of email and the internet.

'Our mature industry is also faced with increased competition, not just from outsourced contact centres in the Indian sub continent and South Africa but we are also experiencing fierce competition in the recruitment of staff from sectors such as retail, hospitality and the public sector.'

The 40-page report underlines current perceptions of the industry and gives pointers to the sector on how best to market itself and target fresh recruits in future.

The report says, 'There were few aspects of the industry that were seen as negative. Pay was generally perceived to be good as were employment conditions and the flexible hours available.'

The report, however, noted there is a lingering view that work in contact centres is not regarded as a longer-term career and advises immediate steps be taken to reverse this misconception.

Ms Busby said the true picture is that many contact centre professionals were forging high value careers in the industry. She cited forum board member Ireen Lock who was recently appointed head of contact centre services at Newport's newly-established Prison Service facility after starting in the industry as a frontline customer service adviser at Welsh Water.

She said, 'There are many, many other examples across Wales of people developing and sustaining valuable careers within our dynamic and vibrant industry.

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
Loading One moment ...
Project items
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

Cited article

Time to Think Again about a Career at a Call Centre
Settings

Settings

Typeface
Text size Smaller Larger
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

While we understand printed pages are helpful to our users, this limitation is necessary to help protect our publishers' copyrighted material and prevent its unlawful distribution. We are sorry for any inconvenience.
Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.

Are you sure you want to delete this highlight?