Time for Change: Let's Shout About the Career Opportunities in Contact Centres.
Julie Mordue
Marketing & Partnerships | Elevating Employer Brands and Sharing Best Practices.
On National Opportunity Day, it's time to shine a light on the often-overlooked career prospects in UK contact centres. These dynamic workplaces offer a wealth of possibilities, yet they're frequently misunderstood or dismissed based on outdated perceptions.
Those within the industry recognise the diverse career pathways that can stem from an initial telephony role. However, job seekers—whether school leavers, career changers, or those re-entering the workforce—often remain unaware of these opportunities.
As the saying goes, "You can't be what you can't see." It's essential for those of us in contact centres to actively promote the variety of roles, functions, and career pathways available. Many people who started their careers on the phones did not have an academic background but have progressed into directorships and C-suite positions within some of the world's largest brand names, now responsible for hundreds of people spread across multiple countries. It's crucial to emphasise that academic qualifications aren't always essential, as this opens doors for a broader talent pool.
We're competing for talent in the retail, leisure, hospitality, and service industries. Yet how can potential candidates consider a career they've never encountered or one clouded by misconceptions?
It's time for change. I'm proud to have worked closely over the past year with The Forum to develop and launch GROW, a comprehensive onboarding and elearning programme for contact centre advisors. From the moment a job offer is made, new hires are immersed in the contact centre environment through our 'learnboarding' programme. This ensures they are well-prepared, understand the realities of the role, and are excited to join your contact centre from day one. The GROW programme can also be used for those with previous contact centre experience who may not have had this level of foundational training.
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The programme culminates in a foundation-level professional accreditation from The Forum, showcasing the sector's professionalism, raising standards, managing expectations, and distinguishing the contact centre sector from other industries all trying to attract talent with similar skill sets.
By initiating this journey of continuous learning, we're not just filling positions—we're nurturing careers and reshaping perceptions of an entire industry.
If you're interested in discussing how GROW could benefit your contact centre, please reach out to me. While Greenbean would, of course, love to handle your recruitment needs, it's not a requirement. Our goal is to make this programme accessible to the entire industry and to help showcase contact centre careers as a career of choice.
#nationalopportunityday #GROW #contactcentres #recruitment #training #learnboarding #careers
Boost HR - Training & Coaching in Contact Centres | Skills Development
7 个月I love this Julie! Thank you for the reminder! I'm so with you on the concept of contact centres being a brilliant place to work. I've worked in contact centres since i was 17 (with some brief career redirection inbetween), but this made me sit and think about all the opportunities i've had just from within the CC world! Being a front line agent, delivering customer service, selling insurance, providing advice, supporting peers, developing in leadership, creating and delivering training, gaining qualifications, venturing into awards, having exciting projects, networking, developing technology, building a coaching culture and shaping an Academy, among a few other things, has led me to finally realise my passions, which very much remain in the contact centre world! Contact Centres have comfortably kicked the 'i don't know what i want to do' thoughts into oblivion. If it ever was a 'i'll probably just do this for a little while' sort of thing, and i can imagine 17 year old me would have thought that at some point, it's now a career and i love it!