Contact Centre Careers – A Career of Choice?

Last September over 30 representatives from some of the region’s largest contact and shared services including Sage, NHS BSA and AXA Insurance came together for the inaugural North East Customer Contact Partnership ‘Changing Perceptions’ event, held at the Baltic on Gateshead Quays.

The partnership backed by CCMA, Call Centre Management Association, Newcastle headquartered recruitment firm NRG and Business Durham, is a new industry-led initiative to support the continued growth of the contact centre sector by ensuring we have enough people to fill the jobs created.

Professionals from HR, training, recruitment, marketing and contact centre operations with varying levels of seniority came together to discuss the challenges faced in attracting talent to the sector, external awareness versus the reality, and how we could work together to give real insight into the career opportunities, and highlight the global and blue chip brands that operate within the North East region.

Attendees were asked to go back to their businesses and give consideration how they might get involved i.e. volunteering to be part of the steering group, provide PR content and case studies or offer resources in kind such as admin support, meeting room space or use of a videographer.

The steering group have since defined the partnership’s aim, mission and first short-term objective which are outlined below:

Who are we?

The North East Customer Contact Partnership (NECCP) is collaboration between the public and private sectors, backed by the Call Centre Management Association (CCMA). This is an industry led initiative, relying on voluntary in-kind support from role models within the industry.

The sector employs at least 6% of the North East working population; and as the trend of re-shoring continues, we aim to support its continued growth by ensuring we have future talent pipeline to match demand.


Our mission is to reach our future workforce, and those who influence their career making decisions to highlight the people, job roles and career opportunities the sector provides and change perceptions of those who may not have previously considered it as a ‘career of choice’.

How & Who:
We believe the most effective method way to reach our future workforce, and those who influence their career making decisions are through the power of social media.

We now have a dedicated page on Facebook @NEContactCentreCareers and encourage those working in the sector to like/share our page and post good news stories, blogs, memes, videos, wellbeing & CSR activities which showcase the sector in a positive light.*

We also plan to engage with local job centres, training providers, schools & colleges, community groups and various third parties to help us reach a wider audience.


We would like to receive 5,000 followers to our Contact Centre Careers Facebook page.

*This page has been created purely to raise awareness as part of a long term strategy to change perceptions of the industry and is not a vehicle to promote jobs for individual companies.

Please help us to raise the profile of contact centre careers – each person who likes/shares or posts to the Facebook page is helping us in #changingperceptions #contactcentre #careers

For further information on how you and your organisation may get involved email Julie Mordue or call 07595 204138.