The People Behind the Calls
Every day, contact centre teams play a vital role in helping organisations support customers, solve problems and keep services running smoothly. On National Contact Centre Day, we’re celebrating the people behind the conversations.
At ESP Group, our contact centre teams work across a range of critical services, including supporting the public through helplines connected to the UK rail network. The work they do often goes unseen, but it plays an important role in keeping people safe and ensuring information reaches the right teams quickly.
To mark the day, we spoke with two members of the team who support the Network Rail helpline about their journeys, the skills involved and what makes the role so rewarding.
From Childhood Dreams to Contact Centre Leadership
Alexander Macdonald, Team Leader
Like many people, Alexander’s childhood ambitions looked very different from where his career eventually took him.
“When I was very young, I wanted to do something with dinosaurs,” he says. “As I got older I became interested in science, particularly biology and chemistry, and my goal in secondary school was to work towards a PhD and become a university lecturer.”
After graduating, Alexander took the first job he could find, which happened to be in a sales contact centre. That first step opened the door to a wide range of roles across customer service, market research, recruitment and complaint handling.
Through those experiences he developed the skills that eventually led him into leadership.
“I worked in several areas of customer contact over the years. Through all of those roles I learned the skills that helped me progress and eventually take on management responsibilities.”
As a Team Leader supporting the Network Rail helpline, no two days are the same.
“A typical day is varied. The type and volume of contact can change dramatically depending on external factors such as the weather. My role involves supporting the team, liaising with Network Rail, monitoring quality and making sure all channels are handled in a timely way.”
The team handles calls, emergency contacts, web chat and social media enquiries, so the skills they rely on are critical.
“The main skills I focus on developing are accuracy, customer service and efficiency. These are all interconnected. If we gather accurate information quickly, it helps the right teams respond without confusion or delay.”
Working in a safety-focused environment also brings responsibility.
“The most challenging part is knowing some decisions can have serious consequences. It’s about staying calm under pressure and making sure the team works quickly but never in a way that compromises safety or quality.”
For Alexander, the impact of the work is what matters most.
“I’m proud of the team and the difference the service makes. We help Network Rail ensure that people who use the railway and those who live near it can travel and live safely.”
Supporting Safety at the First Point of Contact
Keisha, Network Rail Support Team
Like many of us, Keisha had a few different ideas about what she might do when she was younger.
“I could never decide between a pilot and a nurse,” she says. “But I always wanted to do something that helped people.”
While her career took a different route, that motivation to support others still sits at the heart of the work she does today.
In her role supporting the Network Rail helpline, Keisha is often the first point of contact when members of the public report safety concerns.
“I’m the first point of contact for the public through the helpline, emergency line and digital channels. My job is to gather clear information about safety issues, level crossings, trespass, faults or hazards and pass it quickly to the right teams.”
Every interaction has the potential to make a real difference.
“I handle calls and messages about safety concerns, faults and general enquiries. I log accurate details and escalate urgent issues immediately. Each day is different, and many calls directly impact keeping trains and people safe.”
The role demands a unique combination of communication and decision-making skills.
Key skills include:
- Strong listening
- Calm and fast decision-making
- Clear questioning
- Accurate note-taking
- Attention to detail
- Staying focused during urgent situations
“These skills help identify risks quickly and ensure information reaches operational teams without delay.”
What many people may not realise is just how safety-critical contact centre work can be.
“It’s much more dynamic than people expect. The work is closer to operational response than a typical call centre role.”
For Keisha, the biggest reward comes from knowing the impact of each interaction.
“Knowing the information I capture can prevent incidents and help teams respond quickly is incredibly rewarding. Even one call can make a real safety difference.”
Her advice to anyone considering a career in the industry is simple.
“Be open to it. You develop strong communication skills, resilience and the ability to stay calm under pressure. In a safety-focused role like this, you also gain confidence handling urgent situations and supporting the public.”
Recognising the People Behind the Service
Contact centres are often the unseen front line of many organisations. Whether supporting customers, responding to emergencies or helping operational teams act quickly, the people behind the phones and screens play a vital role every day.
On National Contact Centre Day, ESP Group is proud to recognise the dedication, professionalism and expertise of the teams who deliver these essential services.
