A contact centre in the South West was closing down. Closures are always difficult, especially for dedicated staff members who have committed years, some as many as 25, to serving a single company. It’s the kind of situation that’s heartbreaking and hopeful at the same time.
So we did what we always do: we showed up.
The thing about contact centre closures is they’re not just about numbers on a spreadsheet. They’re about real people with mortgages, families, and years of experience that someone somewhere may overlook because they don’t understand what contact centre work involves.
We spent the day with a brilliant group of people. Team leaders who’d been there since day one. Operational staff who knew every system inside out. Administrative people who kept everything running smoothly.
The kind of people who make contact centres work, not just exist. The unsung heroes.
And yes, we reviewed CVs and talked about opportunities. But mostly we listened. Because when you’ve just been told your job’s disappearing, sometimes you need someone to hear what you’re going through.
We could have just posted the roles online and waited for applications to roll in. That’s what most agencies do. But we’ve always believed that you can’t really understand someone from a CV alone – especially not the resilient, adaptable people who thrive in contact centre environments.
We meet every single candidate because we want to know: what drives them? What are they brilliant at? What kind of place will they thrive in? You can’t get that from a two-page Word document.
The team at this centre welcomed us with warmth. They even threw a party, which tells you everything you need to know about the kind of people they are. Even facing uncertainty, they’re still looking after each other. That’s exactly the mindset we want to connect with great employers.
We talked about fully remote opportunities – something that’s become crucial for so many people trying to balance work and life properly.
We discussed career moves that might take them in completely new directions. We offered practical advice about interview techniques and how to present their experience to employers who might not immediately ‘get’ contact centre work.
But mostly, we reminded them that they’re brilliant at what they do. Because they are.
Contact centre professionals are often the unsung heroes of customer service. They handle everything from frustrated customers to complex queries, often under pressure, and somehow still manage to get results.
When businesses are looking for people who can stay calm under pressure, solve problems quickly, and genuinely care about doing a good job, well, these are exactly the people they should be talking to.
The whole industry feels it when talented, experienced people suddenly find themselves back on the job market. And frankly, the industry can’t afford to lose people like this.
We’ve built our entire approach around making sure good people don’t slip through the cracks. When someone’s spent years developing skills that other employers desperately need, our job is to make those connections happen. Not just any connection – the right one.
That means understanding what someone’s looking for, not just what they say they want. It means knowing which employers will value their experience and which ones will just see them as another CV in the pile.
It’s about turning up when it matters, listening properly, and using our connections to help people who deserve better than a generic recruitment experience.
Every person we met that day had something valuable to offer. Our job is making sure the right employers get to see that value, rather than just scanning for keywords and moving on.
For our remote-first team, days like this are gold dust. You learn more about what someone’s really like in a thirty-minute face-to-face conversation than you ever will from a phone screening while you’re checking emails.
To every contact centre professional reading this: we see what you do. We know it’s not easy. And when change happens – whether it’s a closure, a restructuring, or just feeling ready for something new – you don’t have to navigate it alone.
We’re here to help you find places where your experience genuinely matters, where you’ll be valued for what you bring, and where you can build the next chapter of your career properly.
Because you deserve an agency that understands your world, run by people who just get it.
