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BT has created something very special at their new Contact Centre in Accrington.

We have now been working with the Communications and Media giant for three months to recruit for their newly revamped site at the Globe Centre, where they are looking to build customer service centre of excellence. After much investment, imaginative design input and a desire to create an enviable working environment, the new site opened its high tech, sliding doors last week. The working environment is airy, spacious and light, with well planned break out and leisure areas (equipped with BT Vision and gaming), as well as a welcoming and well stocked “bistro”.

I am also pleased to report that recruitment is progressing to plan. A highly motivated group of Front Line Mangers have been waiting to welcome the first recruits (for whom they have been given direct responsibility for recruiting) in to training – their time has come. The five week, world class training programmes are packed with new Advisers eager to put the promises of a customer service excellence in to action.

The atmosphere at this site is going to be a very special – with a management team committed to making the most of a first class working environment, industry leading training and team of Advisors selected for their customer service skills and desire to offer BT customers the best possible contact experience.

BT have created something special in Accrington, and at a sister site in West Bromwich, that local people want to be part of. Our work at Talent Match is not finished, as we are now looking for the right calibre of individuals to join training programmes into the New Year. If you would like to find out more about becoming an Adviser, go to


“December is a short month” – At 31 days, it’s actually one of the longest. With the way Christmas falls this year, however, most would agree that we probably only have 15 (or maybe 16) working days to get any real business conducted. Throw in a few Christmas parties (the fallout and recovery days), employees taking annual leave to do a bit of shopping and a general feeling of seasonal chilling out AND it really is a very short month.

At the same time, everyone is looking for a good start to the next calendar year and anticipating the need to get off to a flyer. Whilst I’m not advocating a Scrooge like work ethic in the build up to Christmas – instead of writing off much of December – Advent presents a world of opportunity, as a new door opens every day.

It’s our first Christmas at Talent Match and, whilst we intend to enjoy the festivities, we know that it will be a busy period for us. Many of our clients are planning intakes for the New Year and, very wisely, are getting this process underway in the weeks building up to the festive season. If you need new employees in your business during the first few weeks of the New Year – don’t sit and wait.

Now is definitely the time to get that process underway. The Talent Match Elves (look out for out upcoming online Christmas Card) are ready to help. We work with our clients to ensure they meet their demanding targets and genuinely share the buden. Hopefully allowing them time for a few mince pies and the odd schooner of Sherry.

If you need Agents or Advisors, in any discipline, now or into the New Year, get in touch.

Also keep an eye out for details of our Advent calendar competition – details will be published very shortly.

Where’s Wally (or Waldo in the States) has certainly become a phenomenon since the first book was published 24 years ago. People just love searching for the little guy in his red and white hooped outfit. Over 100M books have been sold worldwide and, with MGM announcing that it will be making “Where’s Wally – The Movie”, the pursuit of Wally is only set to hot up further.

Talent Match are “Real-life” Wally finding experts – We are out there searching for the right person, amongst the many who aren’t, every day. We enjoy the search. We are used to spotting talent and have the tools at out finger tips to make it happen – it’s a bit like giving someone scouring the pages of a Where’s Wally book a grid reference and a magnifying glass. Okay, as with recruitment, many people find Where’s Wally frustrating and hugely time-consuming. Imagine a scenario, therefore, where you are given a stack of Where’s Wally books and are told you must sit there, on your own and find a Wally on every page within a limited time frame. This is a situation that many corporate resourcers face when they are asked to find (recruit) the right individual, to a tight time-frame, with limited resources and budget.

That’s where Talent Match’s expertise comes in – we are able to alleviate the frustration, as we utilise the latest on- line tools, market knowledge and recruitment techniques to find that 1 in 100 or even 1 in 1000 that clients are looking for. All within a low cost model, that saves time and allow our clients to better utilise their resources elsewhere.

Not everyone enjoys the search, but we do – So if the cap fits……..

By the way – if you have tried to spot Wally by enlarging the picture in this blog, he is the blurred figure sat at the table in the top left of the picture.

Just about everyone at Talent-Match (and our sister company Cactus Search) enjoy the phenomenon that is The Inbetweeners.

We had an application last week from a William McKenzie – This lead to some thought about what if it had been Will (Inbetweener) Mckenzie and which of the lads might be best suited to life in a call centre environment, after they leave school.

Well here’s how we see it:


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OMG! Has the intellectual capacity, but would almost certainly go off at a tangent and bore the pants off any customer.  Customer Service is not his thing –  just the thought of a Yodaesque “Feisty one you are” style response to an already irate customer, fills me with horror. His diplomacy and awareness (as exhibited during the front seat of the rollercoaster incident at Thorpe Park), is perpetually on display for all to see.  If we had to find him a job Personal Injury is the way to go – he  has inflicted enough damage with a frisbee in the past.

Simon –

Episode 1 top quotes

Potentially the best Call Centre material – well-mannered, articulate (unless in the presence of Carli) and reliable (ish). He is prone to the odd SICKY, however, and he needs to watch out for wardrobe malfunctions in the office. Definitely one for the Customer Service team – perhaps on the Fiat Cinquecento account rather than “hanging out” with the Speedo team.


Episode 5 picture 4

Any conversation with Neil would be entertaining and he would certainly be endearing. Above all – he is the one of the four boys most likely to get a RESULT. So we are putting him in telesales – probably selling fishing equipment or something to do with robotics.  Watch this one at the Christmas party, however, he is prone to be a little self-indulgent on the dance floor and, if you have any ladies called Timms in the office, tell them to steer well clear.

Jay “Call Centre” Friend

the inbetweeners episode 3 season 2 Will's Birthday French Exchange

Telesales ? – No chance, is prone to extreme exageration and overselling. Customer Service ? – Ouch! Collections – involves numbers.  So it has to be….. Correspondence.  He knows his way around a laptop – he’s found all sorts of interesting sites. Perhaps dealing with queries from briefcase owning, bus users would be his forte or maybe something to do with motorbikes.

There is a clear candidate for Call Centre Manager at any company these guys work for:

Okay! So maybe none of the Inbetweeners are the perfect Call Centre Agents. There are a lot of good candidates out there looking for roles in this growing industry and, as the Inbetweeners of today become the job seekers of tomorrow – in a tough market – competition is set to get fiercer.

Now might be the time to look at the excellent career opportunities on offer – the are a range of roles and industries to suit MOST personality types.

TALENT MATCH are specialists in Call Centre recruitment; so if you already have experience and are looking for a step up or seeking are your first call centre role, get in touch with us.

Along with much of Britain over the last week, we’ve been shocked to see the riots in London, Birmingham and other cities in the UK.

Their underlying cause has led to an enormous amount of speculation across the media, with pundits trying to work out why, and how, this apparent uprising has occurred.

London Riots

It’s fairly clear that in many cases it’s opportunism, pure and simple – but those who do attempt to justify their actions to themselves have often blamed the apathy towards them, and the lack of jobs available to them.

Now it wouldn’t be fair to generalise – of course there are examples of extreme hardship in many areas of the UK, where it’s almost inevitable that this type of apathy will grow.

However, there is no justification for the sort of violence – and in some cases, outright cruelty – that has occurred this week, and from our perspective (and presumably that of many other recruiters and HR professionals) the “lack of jobs” excuse seems to us something of a cop out.

One of the main challenges that recruitment and HR professionals face is that of making candidates turn up for interviews, and, if they’re successful, on their first day at work. It’s frankly incredible to us that, given the current economic situation both locally and globally, candidates perfectly qualified to work and offered the opportunity to do so, choose not to.

It’s a vicious cycle – the culture of apathy that comes from a lack of self-respect and pride leads to candidates simply “dropping out” – not just of interviews, but of their prospective futures, and of society as a whole. It’s endemic in the culture, and it’s almost impossible to tackle without a full-scale change in the way these societies develop.

As Patrick Regan, a London social worker, said this week:

“Hopeful kids don’t join gangs. Hopeful kids don’t riot. You are not born angry. Something obviously has gone wrong. That’s why we need to have long-term solutions that tackle the drivers of those issues.”

Obviously this is a national, political and social issue – it’s something that needs to change throughout the country, and throughout our culture. But having a job needs to become the preferred option to a lifetime on the dole – if not for the economy, or any other reason than for the self-respect and pride of those who – rightly or wrongly – feel trapped at the bottom of a society that just doesn’t understand or care.

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