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The advice I would give to someone looking to join the company is, aim high. Look to have a can do attitude, come into work with an open mind, be creative, a positive attitude and a real willingness to do the role.

I’m Isobel McKendry. I work for Telesales in Glasgow and I’ve been with O2 for three years. When I joined three years ago, I joined as the position I am just now but it’s been an excellent career journey, in the sense that when I joined, there was only 19 staff in the telesales business. It’s now grown to over 150 staff. During that period of time not only have I been instrumental in growing the telesales department but I’ve also been involved in many other projects lining up to deliver the increasing numbers within the telesales department.

So my role entails looking after a number of people in the telesales department. It entails very much in delivering our sales numbers, hitting our targets month on month, and delivering an excellent customer service. It also entails very much being involved in the projects, setting strategy for the Telesales, looking at where we want to be this time next year, what we want to look like, what we want to achieve, and how we’re going to develop our staff to take us along that journey.

The exciting story I’d like to tell you about is how much we’ve grown as a business. When I first joined the company we were just selling broadband and that was the only product that we sold. We’re now selling all the products in the O2 portfolio range.

So not only do we sell a lot of home broadband, mobile broadband or simplicity, but we sell all the mobile handsets and all the different tariffs and services, accessories, insurance that go alongside that. So that’s a great achievement for Telesales and we’re also recognised as delivering some phenomenal results and hitting some excellent conversion targets and I’m really proud about having that achievement.

The benefits the employees can look forward to are numerous. We have an excellent reward and remuneration package but we also have phenomenal incentives that we operate within the sales environment. As a sales environment, our agents get commission, monthly commission and that’s really good and if you strive harder to achieve greater results then you can earn more so the more you do the more you earn. Running alongside of what you get in your salary, we also have our suppliers who come onsite and we provide excellent incentives. We have typical things like BlackBerry Tuesday, Nokia Monday, Samsung Guru days, HTC Wildcard days, agents can win handsets, they can get taken away for long weekends, there’s all sorts of different incentives that actually, our agents really enjoy and add a great deal of variety to the role in terms of what they can achieve.

The priority for the team is making sales but more so it runs parallel alongside that is delivery of an excellent customer service. It’s so important that we get both right. So not only do we want to deliver the numbers and, make the sales, but alongside doing that we want to make sure that we’re delivering an excellent customer service. Out of all the customer service feedback, we have had some excellent feedback that comes back, with 72% of the customers rating us as Very Satisfied, with interaction that they’ve had in Telesales and we’re really proud about that as well.

The advice I would give to someone looking to join the company is, aim high. Look to have a can do attitude, come into work with an open mind, be creative, a positive attitude and a real willingness to do the role. The rewards are great, you get rewarded really well for achieving great results but I would say that O2, an excellent brand, we invest in our people, we look after our people but it’s what you put in that you get out of working for O2.