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Hays has reported that graduates are turning to UK call centres to be able to start off their careers, with perceptions of career progression opportunities in call centres increasing significantly compared to 2009.
LONDON, ENGLAND, October 06, 2010 /24-7PressRelease/ — Hays, in conjunction with the Top 50 Call Centres for Customer Service initiative, has reported that UK call centres are attracting much more graduate personnel.
Hays Contact Centres revealed that more than two in 5 (43%) call centre managers have knowledgeable a rise in graduate applications over the last twelve months and 35% of call centre workers are now educated to an undergraduate university level, compared to 25% in 2009.
The level of interest from graduates isn’t surprising, given that there are currently around 70 graduates for every single job vacancy compared to just 31 graduates in 2008, suggesting that graduates are creating a wise move in turning to UK call centres for employment opportunities.
According towards the survey of 286 call centre specialists, working within the business gives a real opportunity for career progression, with 54% of call centre agents agreeing they’ve a clear chance to progress beyond their current position, compared to just 40% in 2009. Over half (58%) stated they would like to develop a long-term career within the market and also the signs are encouraging, as 55% of UK call centre managers began out as agents.
The survey also suggests that graduates will benefit from outstanding coaching and development opportunities inside the call centre, as 65% of managers invest a lot more than 20% of their time coaching or training team members, and 1 in 4 at least 40% of their week.
Simon Thorpe, Programme Director at Top 50 Call Centres for Consumer Service, stated: “There are record numbers of graduates seeking function this year and it is encouraging that so many are attracted towards the call centre industry. UK call centres offer you superb training opportunities and competitive salaries, plus the chance for graduates to create their careers and move up the ladder, each within the call centre and across the wider organisation.”
Graduates joining a call centre can look forward to a very interactive atmosphere, according to the survey. When asked concerning the 1 aspect of call centre function they take pleasure in the most, 65% stated that it was the interaction, no matter whether with colleagues (37%) or customers (29%). An impressive 75% stated that they would recommend a career in a call centre to a friend, indicating high levels of job satisfaction.
However, graduates should factor within the softer abilities that are required to be profitable in a call centre. When questioned on the number 1 attribute they seek out in new workers, 45% of call centre managers stated a positive attitude, followed by consumer empathy (17%) and excellent communication (16%).
Geoff Sims, Managing Director of Hays Contact Centres, commented on the findings: “Call centres are becoming far more demanding of their staff so it is not surprising that the profession is attracting much more folks with degrees, especially when we’re still faced with a difficult economy and high unemployment levels, A clear career path is usually a robust draw for graduates and it’s positive that the call centre workers clearly thrive on interaction with clients and colleagues so they are able to put their strong communication abilities to greatest use.”