What brought you to the contact centre?
Halifax has a really strong presence and I heard about the opportunities they had through word of mouth. I also knew someone who worked in the contact centre and they were always saying how good it was there.
My background was in retail and I’d worked in various clothes shops before I saw the Halifax advert. I felt they’d be able to give me a bit more security and the chance to develop a career, so I applied. I was then asked to come in for an interview. That was a few years ago and the process has changed. Now people complete a telephone interview and, if they pass, they’re asked to a Recruitment Event, where they have the chance to get a feel for the environment and see live calls being taken.
What’s your role?
I work for the agency team and take calls from customers who’ve gone into one of our agencies (a bit like a high street branch but smaller) and have enquired about opening a bank account with Halifax. Because of the size of the agency (it might be in a small town for example) they don’t have all the facilities of a normal branch and have to refer customers to us to complete the application process.
Although it may not sound it, it’s actually much easier for the customer this way. They don’t have to make an appointment and the whole process is much quicker over the phone. Once the application is complete, I’ll give the customer a reference number for their new account and they can then open it at the agency by confirming their identity and providing a signature to a member of the agency team.
As well as helping customers open a new account I also look for opportunities to sell in other Halifax products such as loans or credit cards.
There are about 12 people in my team and we all sit together, so there’s always someone on hand if you need a bit of help. Obviously we have to wear headsets and stay around our desks but you can put the system on hold if you need to go to the toilet or want to make a drink.
What about targets?
Everyone has targets to meet but these are built up slowly. To start with you might have a target of setting up three bank accounts, with no emphasis on cross selling other products. Then, once you get more confident, you might be given the goal of selling in one personal loan, then a loan and a credit card and so on.
The higher you are on the pay scale the higher your targets are. For me an average month might involve opening 54 bank accounts and processing around 60 credit card applications (on busier months you might do more). It may sound a lot but it’s actually very achievable.
The good thing about your targets is that they contribute towards your personal bonus, which you get every quarter. If you hit your targets you get a bonus and if you go over your targets you get a bigger bonus. Personally this works out, on average, at around £400. But if you have a good quarter you can earn more.
What training did you receive?
I spent four weeks in training , where I built up a good knowledge of the various financial products and services I’d be talking to customers about. You also learn about the phone system used in the contact centre and get the chance to take some mock phone calls to give an idea of what it will be like when you start doing it for real.
I then spent a further two weeks in what they call the development centre, which is set away from the main sales floors. All new starters spend time here and it’s where you take your first live calls. It was a bit nerve-wracking but you’ve got loads of support around you and you’re definitely not thrown in at the deep end. You also get to meet your Team Manager and the team you’re going to be working with.
But that’s not where you’re training ends. Halifax introduces new products all the time so we need to be kept up to speed on what they are so we can advise customers. So our training is pretty much ongoing and can be anything from a quick five minute update in the team ‘huddle’ we have every morning or a whole day away from the centre.
Describe the culture
You’re expected to work hard but you get plenty of opportunity to enjoy yourself too. There’s a number of chill out rooms where you can take your breaks, which have Playstations, table football and air hockey tables.
Every payday is a dress down day and there are regular events organised for you to take part in. For example, we’re having a big talent contest called ‘the X factor’ at the moment where people can get up on stage and belt out their favourite song. The winner gets a cash prize and everyone else gets to have a good laugh.
"The good thing about your targets is that they contribute towards your personal bonus.."
What type of person does well here?
I think it’s important that you’re outgoing. You need to be able to strike up a rapport with the customer (even if you can’t see them) because, if you can get to know them a bit, you’ll be in a better position to suggest a product or service that might benefit them.
It doesn’t matter if you don’t have any computer knowledge or previous experience of working on the phones. Once you get to know them the systems are quite easy to use plus you’ve always got loads of support around you if you get stuck.
What sort of benefits do you get?
Every member of staff gets a rewards booklet highlighting all the different things you can enjoy. All you have to do is decide which ones are right for you. You can get free eye tests. There’s a good pension scheme. You can also purchase extra holiday out of your salary or pay a small amount every month to get discounted dental care.
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