There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues, but agents find themselves unable to make decisions or add value.
In contrast, modern contact centres have evolved from that view, using smart software and technology to empower agents who can provide exceptional customer experiences. This can improve customer satisfaction and build long-term loyalty. But that old-fashioned image persists, even as modern agents support suicide hotlines and many other mission-critical services.
With this in mind, we spoke to Ben Booth, CEO of contact centre software provider MaxContact. He highlights some common misconceptions about call centre agents and contact centres, and what it’s actually like to work in one.
Working on a contact centre floor is easy
There is often a common misconception that working in a call centre is an easy task, but that’s usually based on stereotypes from those who don’t know what the job actually involves. While some parts of the job can be repetitive (like in any industry), working in a call centre can be challenging for many different reasons.
In addition to having the ability to multitask, being knowledgeable in a variety of fields, using advanced software and technology. They must be dedicated to improving the customer experience, agents must be vivacious, sympathetic, and upbeat people who can promptly address customer issues.
Call centres are only for those without qualifications
There is also a common myth that call centre staff are individuals without qualifications such as a degree.
While call centres can definitely be great places for undergraduates or those who have chosen different career paths, such as apprenticeships, many call centre roles benefit from training or transferable skills alongside qualifications that enhance an individual’s capabilities and service quality within the industry.
Agents have to follow the script
Many people believe that those who work in call centres are required to follow a specific script when they answer the phone.
However, while agents may have software or templates that provide prompts and responses to help solve a customer’s problem or query, the truth is that they need to have the knowledge and skills to be able to solve the problem without the support of a script too. This includes knowing the company’s products, policies, and services in order to provide appropriate guidance to the customer.
As well as this, call centre agents need to tailor their responses to be empathetic depending on the specific customer. Although templates and prompts can be useful, there is not a one-size-fits-all strategy. As an example of the value agents can add, we asked MaxContact for some high-value examples.
The Hopeline, one example of a modern caring agent
PAPYRUS – Prevention of Young Suicide is the UK charity dedicated to the prevention of suicide and the promotion of positive mental health and emotional well-being in young people. We believe that no young person should have to struggle alone with thoughts of suicide. Our suicide prevention helpline, HOPELINE247, is a free, confidential, non-judgemental space to talk openly about thoughts of suicide with our trained advisers. We work with young people, concerned others and professionals via phone, text, email and webchat, every day.
A young person called us needing support with thoughts of suicide and explained that the stress of university exams coming up was impacting on their thoughts and they were not getting the support they needed from their mentor. They also had anxiety and depression and some ongoing friendship issues which were creating negative thoughts. We reinforced what was keeping them safe and their reasons for living, while looking at alternative support options.
They agreed to complete a suicide safety plan with the adviser, which was easily accessible as it is built into the MaxContact script. Their log on details for their safety plan was text to them while on the call using the text function on the system, this meant they have the log on details written down and won’t forget them. The caller left some lovely feedback for the adviser as they felt so supported.
How does MaxContact’s software support Papyrus’ work?
The omni-channel solution provided by Max Contact has enabled advisers to support young people all in one place, whether this be calls, text, emails, or webchat. The built-in script makes the system easy to navigate, easy to signpost and input vital information, so advisers can concentrate on giving the best support they can to keep young people safe. The ability to collate data and extract this using the reports makes it easier for us to look at who is contacting our service and when, this enables us to better staff the helpline to meet demand and ensure the advisers have the right skills and knowledge to support the young people that reach out for help and support, we can also use data to better support applications for funding to keep our helpline running.
One feature we use to support young people on a call is the ability to send signposting resources via text. This is a feature we have not previously had access to, and it has proven very useful in keeping young people safe from their thoughts of suicide. In January 2025 we sent 655 signposting texts containing useful links with further information and resources.
While many call centres do deal with the mundane and high-volume grumpiness of modern consumers, this highlights the value they provide and the worth an agent can provide and feel. But where agents they go from there?
Call centres offer no career growth
Many people who do not know about call centres and how they actually work assume that there are no opportunities for career development or growth and that they will be stuck on a call centre floor forever.
However, there are plenty of opportunities to progress in your career at a call centre, such as moving up to managerial or supervisory roles. As well as this, there are plenty of roles you can move to in different departments, such as sales or marketing, and many call centres offer extensive training opportunities to help staff develop their skills.
Call centre managers don’t care about employees or service quality
As call centres can be high-pressure environments, there is often a misconception that this means call centre managers don’t care about their employees or the quality of service they provide to customers.
Even though there are KPI targets for sales and certain metrics that must be fulfilled, competent call centre management will be concerned about their employees’ welfare as well as the standard of customer service and how they can continuously improve. Indeed, a recent survey found that when asked what matters most to call centre leaders, almost half (47%) of respondents said that their employees were happy at work and that they delivered excellent customer service.
Call centre agents only handle angry customers
Many people believe that call centre agents primarily deal with angry and emotionally charged customers, and that, coupled with a lack of support from management, makes it a stressful job.
While it’s true that call centre agents sometimes handle frustrated or angry customers, they also deal with a wide range of calls. Some customers can be friendly, while others can be more challenging. This versatility is what makes the job so rewarding and allows staff to build resilience and perseverance.
All agents do is phone people
There is often the assumption that working in a call centre means the only job you do is phone people.
While phoning customers is a large part of a call centre agent’s job, it’s not the only thing they do. Much of working in a call centre also involves tasks such as handling emails and texts, answering web chat inquiries, upselling products, identifying prospects, troubleshooting customer problems, taking part in training, and collaborating with other departments within the business.
Call centres are low-tech
Many people think that call centres are equipped with bad-quality tech, which contributes to poor customer service. This is untrue, as nearly two-fifths (39%) of call centres now use speech analytics tools to give them information about their agents. The contact centres as a service (CCaasS) market has grown exponentially in recent years.
In fact, CAGR is predicted to reach 20.7% by 2032, highlighting that there is an increased demand to replace traditional on-premise or hosted infrastructure with cloud-based contact centre solutions that integrate with CRMs for adaptable and smooth contact centre environments.
While no one is say the modern contact centre is all fun and games, hopefully this article has given a more rounded insight into the benefits of working there, and the value that agents provide.