A Day in the Life of a Care Centre Advisor (CCA)
Our Call Centre is set in the lovely Crichton Business Park in Dumfries, Scotland.
There are almost 200 of us working here on a rota basis, with a maximum of 80 people taking calls at any one time. We're all here to help make our customers' time in hospital just that bit better.
Most of our day is spent dealing directly with customers over the telephone, registering their details on our computer system, explaining our products and pricing options as well as activiting and amending account details. Our customers are mostly patients, sometimes visitors and occasionally hospital staff or Hospedia site staff.
We make use of our caring and supportive personalities every day by helping our customers and dealing with any problems or complaints that might arise. It's hard work but it feels great because we know we are making a difference. Every day we have 5 minute communication sessions and we also attend regular team meetings where we can contribute our ideas and opinions on how we can improve the business for our customers and our staff.