Picking up the phones

When the conversation turns to life after graduation, working in a call centre is probably not the first profession to spring to mind. However, if you’re planning to pursue a career in sales, cold calling may not always be a bad place to start.

The trouble with finding a graduate job is that most companies will be looking for candidates with experience. On the other hand, there’s a vast choice of call centre positions to be found, asking for little to no experience. Accepting work in a call centre is a good way to get on the first rung of the ladder, and to show that you have had a taste of a sales environment.

Yet is it possible to make a career out of work in a call centre? Jennifer Blaise, a Sales Executive for an ‘outbound’ (or phoning out) call centre thinks it is. ‘I started working as an outbound operative, making calls to potential clients to try and get a sale, a year after I graduated. The plan was just to make some money before moving on. But I’ve been here five years now and I’m still really enjoying it.’

Career route

After her first year working in a call centre, Jennifer decided she enjoyed the environment and the work as a whole, and started looking into the possibility of advancing her career within the company. ‘I started thinking about the company as something I could make more of than just a stop-gap job, and applied for some team leader positions. Six months later I was offered one, and went from there. I’ve just been made sales executive, which means I have a company car, phone and laptop; and get to visit the clients I’ve been speaking to over the years!’

However, we have all heard tales of what working in a call centre is like. Is it as monotonous and pressurised as we are led to believe? Jennifer disagrees, though she believes it depends on the type of sales environment you’re looking for. ‘At the start, it did get a bit monotonous; but surely it’s gonna be like that wherever you go if you’re starting at the bottom. Yes there’s a lot of pressure, but for someone like me that helps me stay focused. There’s also a lot of banter but that never gets mentioned. We're a close team and you’ll often find us at the pub after work.’

Call centre and cold calling sales are very often target-based, with bonuses to be earned depending on how much you bring in for the company. This means there is often money to be made if you are the right person for the job. ‘I always found that I was pretty good at getting a sale; I knew the right things to say at the right time. Not everyone’s like that though, but it meant I got noticed and probably helped me get my first promotion,’ Jennifer says.

Back in the UK

Recent headlines have often talked about companies moving their call centres abroad to places like India, where costs are cheaper. Yet it’s not all doom and gloom, as Jennifer tells us. ‘There are a lot of companies who are now rebelling against the tradition of moving abroad, and make it part of their marketing campaign to say that they are based in the UK. So yes, some jobs are going abroad but companies that value their UK customers are here to stay.’

Is there any tried and tested method of being successful within the industry? Jennifer suggests that if you are enthusiastic, outgoing, and keen to earn over the basic salary then that’s a good start. ‘I always found that contrary to belief, I made most of my sales when I was relaxed and not stressed out. It depends on the person but from my experience, just try to enjoy the situation and see the clients as challenges you can overcome not barriers blocking you!'

It’s obvious that working in a call centre and cold calling potential clients is not for everyone, but it can still become a viable and rewarding career for those who enjoy it. Call centres do vary - in size, complexity, structure and environment. If you think you could have a future in them then it’s worth researching different companies before deciding what’s right for you.

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