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How to Survive (& Thrive) in a Call Centre [Kindle Edition]

Alison Mathiebe
5.0 out of 5 stars  See all reviews (1 customer review)

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Product Description

Product Description

"Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents."

Brad Cleveland
Author, Call Center Management on Fast Forward (ICMI Press)

"How To Survive (& Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators. "

John P. Wilson author of The Call Centre Training Handbook

How to Survive (& Thrive) in a Call Centre is a comprehensive, solution filled resource designed to improve the careers of call centre agents. Think your call centre job is going nowhere? This book will show you how to recast the dead-end into a satisfying career pathway.

Alison Mathiebe is the trainer, the award-winning call centre manager and the success story. She provides stable, sensible solutions for call centre agents with the calming voice of a mentor.

When Alison completed university she dreamed of working in a museum, but she had to survive. While she waited to land the coveted position in a museum, she took a job in a call centre and designed a career. Her success documents accepting a stop-gap job and carving a future in a sustainable field with more promise than she ever imagined. Whether you are looking for work or are an experienced call centre professional, this book holds the key to your call centre success.

About the Author

Alison Mathiebe was once a call centre agent who went on to positions as call centre team leader, call centre supervisor and call centre manager. In addition, Alison has taught call centre courses for Australia’s largest technical and further education provider, conducting on-site assessments within call centres as well as classroom training. Alison is a graduate of Macquarie University, The University of Melbourne and The University of Technology, Sydney and also holds an Advanced Diploma in Contact Centre Management. In 2004, Alison won the Certificate of Excellence at the CCNG Australian Call Centre Management Awards. She has also won various major company and industry awards for her work as a call centre manager.

Product details

  • Format: Kindle Edition
  • File Size: 446 KB
  • Print Length: 238 pages
  • Publisher: Alison Mathiebe (28 Aug. 2011)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: #224,689 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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More About the Author

I am interested in helping call centre agents to maximise their potential. Writing this book after many years experience in call centres, is a way for me to assist even more agents.

My beliefs about call centre work:

* Call centres are a fantastic opportunity to earn (not too bad, thank you) money, start or renew a career, develop marketable skills, become a specialist in an area of interest, and gain experience in an industry where there is an abundance of work available in many locations.

* The call centre agent role can be stressful (sometimes very stressful). I provide strategies to help reduce the pressure that agents may feel.

* For some agents, taking calls for 5, 10 years or more suits their lifestyle, but the majority of agents need and deserve significant skill development and career progression.

* There are opportunities to work in call centres, advance within call centres, and gain marketable skills that can lead to work in other sectors.

* Slackers and disinterested personnel are going to weed themselves out. My book is not for them. My aim is to teach agents to be brilliant and help them excel in all areas of the role so that their time as an agent comes to its natural end when they are either promoted or have the skills and confidence to make a sideways step out of the call centre into another area that excites them.

My background:

* I have worked as a call centre sales and customer service agent, call centre team leader, call centre supervisor and trainer, and as a contact centre manager. I have also done workforce management, taught technical college call centre classes and worked in call centres of all sizes, in-house and outsourced.

* I am a graduate of Macquarie University, The University of Melbourne and The University of Technology, Sydney and also hold an Advanced Diploma in Contact Centre Management.

* While working as a call centre manager, I received a company award in staff leadership, state quality awards (two years in a row), a state management innovation award, and a national call centre management award.

Customer Reviews

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Most Helpful Customer Reviews
1 of 1 people found the following review helpful
5.0 out of 5 stars How to Survive (& Thrive) in a Call Centre 30 Oct. 2011
I highly recommend this book as many of the topics covered are also very applicable to help desk staff. This book can be used to prepare new tech support staff for working on the phones and improve the performance of exisitng help desk team members.
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Most Helpful Customer Reviews on (beta) 3.7 out of 5 stars  3 reviews
3 of 3 people found the following review helpful
4.0 out of 5 stars Don't put this one on hold! 12 Sept. 2011
By HolyRoman - Published on
How to Survive (& Thrive) in a Call Centre is a practical and empowering guide to getting the most out of any call centre experience. It is full of helpful hints and sound advice for both sales and customer service centric roles. This book offers the reader a host of to-dos (and what not to dos) in order to succeed in a call centre environment and I believe it would benefit everyone, from those just starting out in a call centre role (its covers the very basics) to those who are looking to forge a career in the industry (it outlines career paths and offers a manager's perspective on what it takes to get promoted).

I found the writing clear and concise and the advice very practical. There aren't a lot of call centre specific books out there yet How to Survive definitely holds its own in the career guide genre. Overall, I am very happy with my purchase of this book and I have recommended it to all my colleagues.
2 of 2 people found the following review helpful
2.0 out of 5 stars The company line from a call centre true believer 12 Feb. 2012
By Irene Adler - Published on
Format:Kindle Edition|Verified Purchase
I was expecting a more personal account of how to cope with working in a call centre and maybe some unique insights. This is more of a guide for someone just starting out in workforce, who really knows very little about any sort of job. It sets out the basics of a call centre and would be useful to a new starter. I was disappointed as it didn't really meet my expectations. From the title,I was hoping for some empathy and humor, instead it's really just a manual.
0 of 1 people found the following review helpful
5.0 out of 5 stars Very good 1 Aug. 2012
By Mauricio B. Figueroa - Published on
Format:Kindle Edition|Verified Purchase
The book is very good. I recommend it. It exposes all important points that you need to know about a job in a call centre.
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