Since they became a part of our lives, call centres have earned themselves a bad reputation. When you think of call centres, the first thing that comes to your mind probably depends on your perspective.
If you’ve ever worked in one, you probably associate the title with a place where you have to meet ridiculous quotas for low pay, while random strangers yell abuse at you for just doing your job.
If you’re just about anyone else, then you probably associate these words with a place that somehow knows the exact moment you are about to eat, and chooses that time to call you and ask if you want to change your insurance plan, or whether you prefer Tesco to Sainsbury’s.
Either way, the overwhelming perception tends to be negative. But there’s one man, at least, who is working to change our perceptions, and reinvent what a call centre should be like.
Reuben Singh, a high-flying entrepreneur who built his empire from scratch, has definitely created something special with his AlldayPA venture. You couldn’t meet a man more far removed from the stereotypical slave-driving, exploitative call centre boss than Reuben Singh.
Singh’s initiatives are not only creating jobs where they are desperately needed, but also making his company a place where people are actually keen to sign on.
If you’re wondering why that’s such a big deal, it’s because call centres are usually only considered when a job seeker is completely out of other options. But staff at AlldayPA actually come to work with a smile on their face, and indeed there are many good reasons for them to feel like smiling.
One of the biggest advantages, of course, is that they mainly handle inbound calls, which means not having to cope with anywhere near as much abuse as their less fortunate counterparts in many other call centre businesses around the country.
Another advantage is that if you work at AlldayPAs, you can forget about quotas. Incentives here are based on quality, not quantity. This encourages professionalism and personal development, rather than creating a high pressure environment where staff are under extreme stress.
Something even more profound, however, is Singh’s commitment to giving staff input into their own employment terms. This “inclusive management” approach is practically unheard of in the industry, and ensures that staff will feel happier and more motivated.
Among the many perks that employees at AlldayPA can expect to enjoy include:
- Flexible work hours
- Cash bonuses
- Extra holiday time
- A comfortable, safe, and low-stress work environment
Singh also somewhat unusually for this industry pays his staff above minimum wage from day one, and has a generous promotion scheme that allows staff to receive higher pay in return for good work performance and on-going loyalty to the business.
Of course, this is still a business in every sense of the word. The service provided is aimed at helping other entrepreneurs outsource their inbound telephony, leaving them free to concentrate on more essential activities.