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A day in the life of a contact centre worker

24 June 2008

Working conditions in contact centres are an issue for many young members in PCS. We asked a young contact centre worker in the DWP what a typical day is like.

I arrive into work at 8.50am and I’m already thinking about 5pm. I switch my computer on and find 25 e-mails from yesterday while I was off.

A normal occurrence - the emails are mainly from senior management about correct ways to follow procedures and changes which have to be put in place from today.

I log in to my ’phone and hope that the first call is an easy one. While waiting I try and understand what all the changes mean and how it’s going to affect what I do.

When the ‘phone rings, it’s someone who’s got all their information ready, so the call flies by. Ten seconds after they hang up it rings again. I have a feeling this will be an awkward one, and it is.

It’s a lone parent claim. Her husband left her with four kids and took all their money. I take my time with this one, working my way through it, making sure we get every bit of information that the processors will need.

Advising the vulnerable 

Then comes the hard bit: “Kate, I just need to book you an interview with a personal advisor at the jobcentre, OK? Well the first available appointment isn’t until three weeks tomorrow…will that be a problem for you?”.

The customer replies: “Will I get any money before then, because there’s no way I can cope for three weeks with the kids.” I reply: “Well, I’m sorry but your claim won’t be sent to processing until you’ve had the interview, the only option available at the moment is a crisis loan - would you like the phone number for that?

I’m also going to give you the number for the tax credits hotline, they’ll need to take your husband out of the claim and get it all updated. “ But I know full well that the tax credits is paid into her husband’s bank account and until that’s all been processed, she won’t get any money.

Eventually I get a break and chat to a few people about what the changes actually mean. Fifteen minutes fly by, but by the time I get back up to my desk, it’s been 17 minutes.

My team leader asks why I’ve been longer than I should have been and I’m told I have already had 23 minutes logged as break / comfort break (going to the toilet, getting a drink etc), so I only have 19 minutes left for the whole day, including my afternoon break.

Effects on contact centre staff

Halfway through a call my voice starts cracking. I’ve drunk plenty of water, but its not helping much, so I put the customer on hold while I drink quite a bit more and try to get my voice working again.

I’m questioned why I’ve put a customer on hold as apparently there’s no need. At this point the bad mood I had at the start of the day has deepened to something almost suicidal - not the best state of mind to be in when trying to help some of the most vulnerable people in society.

Back to work, I log back in and wait for the next call. It’s gone quiet but I don’t put my headset on until I need to - I often get infections and since in the last year I’ve had 22 days off sick, mainly due to ear infections and loss of my voice, I’m not taking any chances.

If I fall ill again, it’s going to be either work right through my illness, have my team leader moaning because I’m not up to my normal standard, or get further formal action - maybe even dismissal!

The end of the day comes and I jab the log off button, shut my computer down as fast as I can and half walk, half run to the exit. I think I need a quick pint just to calm me down a bit. It’s all over - until tomorrow.
 

 

What does the job involve?


Call centre workers in DWP take calls from new claimants for benefits such as jobseekers allowance, incapacity benefit, income support (‘primary benefits’) and maternity allowance, bereavement benefit, carers allowance and industrial injuries disablement benefit (‘secondary benefits’).

First of all they identify what benefits a customer may be eligible for, and if it is a ‘secondary benefit’ just send out the claim pack.

If it’s a ‘primary benefit’, they have to gather all of the information needed for the claim, take any neccesary child support or tax credits action, then book an appointment at the customers local jobcentre (If appropriate)
 


Your rights as a contact centre worker


Call centre workers have a right to:
• work in a environment where all the risks to health and safety are properly controlled


• stop working and leave the area if they think they are in danger


• inform their employer about health and safety issues/concerns


• a rest break of at least 20 minutes if they work more than six hours at a stretch and to an annual period of paid leave.
 

Source: Health & Safety Executive
 

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