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More contact centre jobs for Scotland

AGO Outsourcing is moving to a new office in East Kilbride and will in the process create 470 jobs, reports student site E4S. No doubt the student site is hopeful of many of those positions coming to people in full-time education, very much a case of wait and see.

80 of the jobs are going to be in sales, according to the plan, with 370 emerging next year in roles including financial service, customer service and the inevitable social media management.

Denise Cassidy, operations manager for the contact centre, is quoted in the E4S report as suggesting that years ago the contact centre industry left a lot tgo be desired byt that AGO Outsourcing has developed something special because of investment in the facility and a great deal else.

Maturing industry

If there’s one thing we’d like to change about the contact centre industry in Intelligent Sourcing, then (perhaps oddly) it’s precisely that claim: that it’s fully recovered its reputation as an excellent industry and all the junk calls and soforth are a thing of the past.

At its best – and we’ve spoken to and know well a number of key industry players – the contact centre industry is indeed a mature, professional environment. It is adopting automation where appropriate and has some claim to excellence and best practice.

And those same people we know will tell us that the days of the dud call from the poor practitioner are in the past. Then we go back home or to the office, in such cases when these aren’t the same thing, and we get calls from ambulance-chasing lawyers asking about a mythical car accident for which they’re helping us to claim compensation, or that they need to take over our Windows computer because of a security problem (the editor, at least, runs a Mac so don’t even bother). or something equally spurious.

At its best the contact centre industry is a fine thing. If you’re invited to an Intelligent Sourcing event and the contact centre industry is represented among the speakers it’s because we believe they have something to say and the authority to say it. But the idea that the bad practitioners, who – let’s face it – are the ones to hit most of the headlines are in the past is a little self-deluded. The industry needs to fight that stereotype, and denying its existence isn’t the best first step.

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