"The Call Centre" is a tv show shown on BBC3 which follows the antics of a call centre company called Saving Britain Money based in Swansea. Many have questioned whether this is actually how a call centre works and how real the show is.
Saving Britain Money's business model is based primarily on a pay per performance model. This means that they are paid a commission based on outcomes they make on telephone calls such as appointments, leads or sales. They have worked with a number of companies in the PPI )payment protection insurance) reclaim market and home improvement markets. The model is highly questionable for a UK call centre as the returns on such projects are generally low. Saving Britain Money do own their own building which eliminates the rent and therefore their operating costs. They seem to rely heavily on a hire and fire mentality with their staff and this is probably out of need. I would always recommend a more professional recruitment process to increase the likely percentage that an agent will succeed but this seems to go against the mentality of Saving Britain Money and its owner. The other major concern over the operating practices seems to be relating to compliance (or the lack of it). The company was heavily fined for breaching TPS regulations and there seems little genuine coaching across the centre. Of course, coaching probably doesn't make as good television as the antics of its staff.