Hays Reports Graduates Turning to UK Call Centres to get a Foot on the Career Ladder

LONDON, October 4, 2010 - Hays, in conjunction with the Top 50 Call Centres for Customer Service
initiative, has reported that UK call centres are attracting more graduate
employees.

Hays Contact Centres (www.hays.co.uk/contactcentres/) revealed
that over two in five (43%) call centre managers have experienced a rise in
graduate applications over the last twelve months and 35% of call centre
workers are now educated to an undergraduate university level, compared to
25% in 2009.

The level of interest from graduates is not surprising, given that there
are currently around 70 graduates for every job vacancy compared to just 31
graduates in 2008, suggesting that graduates are making a smart move in
turning to UK call centres for employment opportunities.

According to the survey of 286 call centre professionals, working in the
industry offers a real chance for career progression, with 54% of call centre
agents agreeing they have a clear opportunity to progress beyond their
current position, compared to just 40% in 2009. Over half (58%) stated they
would like to develop a long-term career in the industry and the signs are
encouraging, as 55% of UK call centre managers started out as agents.

The survey also suggests that graduates will benefit from excellent
training and development opportunities in the call centre, as 65% of managers
spend more than 20% of their time coaching or training team members, and one
in four at least 40% of their week.

Simon Thorpe, Programme Director at Top 50 Call Centres for Customer
Service, said: "There are record numbers of graduates looking for work this
year and it's encouraging that so many are attracted to the call centre
industry. UK call centres offer excellent training opportunities and
competitive salaries, plus the opportunity for graduates to develop their
careers and move up the ladder, both within the call centre and across the
wider organisation."

Graduates joining a call centre can look forward to a highly interactive
environment, according to the survey. When asked about the one aspect of call
centre work they enjoy the most, 65% stated that it was the interaction,
whether with colleagues (37%) or customers (29%). An impressive 75% said that
they would recommend a career in a call centre to a friend, indicating high
levels of job satisfaction.

However, graduates should factor in the softer skills that are needed to
be successful in a call centre. . When questioned on the number one attribute
they look for in new employees, 45% of call centre managers said a positive
attitude, followed by customer empathy (17%) and good communication (16%).

Geoff Sims, Managing Director of Hays (www.hays.co.uk/) Contact
Centres, commented on the findings: "Call centres are becoming more demanding
of their staff so it isn't surprising that the profession is attracting more
people with degrees, particularly when we are still faced with a challenging
economy and high unemployment levels, A clear career path is always a strong
draw for graduates and it is positive that the call centre workers clearly
thrive on interaction with customers and colleagues so they can put their
strong communication skills to best use."

Notes to Editors:

Survey methodology

Hays Contact Centres surveyed 286 call centre workers across the UK in
August 2010.

About Hays:

Hays plc (the "Group") is the leading global professional recruiting
group. The Group is the expert at recruiting qualified, professional and
skilled people worldwide, being the market leader in the UK and Australia and
one of the market leaders in Continental Europe. The Group operates across
the private and public sectors, dealing in permanent positions, contract
roles and temporary assignments.

As at 30 June 2010, the Group employed 6,845 staff operating from 270
offices in 28 countries across 17 specialisms including contact centre jobs,
teaching assistant jobs (www.hays.co.uk/education/teachingassistants/)
, banking jobs, HR jobs (www.hays.co.uk/hr/
)and housing jobs (www.hays.co.uk/socialhousing/)

    PR Contact:
    Claire Fowler
    Hays
    2nd Floor
    Stockley House
    130 Wilton Road
    London
    SW1V 1LQ
    +44-(0)20-7259-8821

    www.hays.co.uk

PR Contact: Claire Fowler, Hays, 2nd Floor, Stockley House, 130 Wilton Road,
London, SW1V 1LQ, +44-(0)20-7259-8821