Staff welfare is at the heart of Call Connection, a firm that encourages its employees to develop their personalities and skills to further their careers both within and outside the company.

Founded five years ago, this Ipswich-based call-handling centre uses the latest technology to answer, screen, filter and route telephone calls predominantly for UK insurers. The company has grown rapidly since its founding and now handles more than 30,000 calls per week.

The organisation scores top marks in our Fair Deal sector and has an incentive scheme that effectively places 3% of the company in the hands of its employees, which is quite unusual for a private business. Other benefits include free membership of a local leisure centre, free fresh fruit and drinks, subsidised healthcare, free life assurance and a long-term sickness and accident policy. Reflexology and massage sessions offered at a subsidised rate are extremely popular.

Staff are able to buy an extra week’s holiday with just a 2% reduction in salary, deducted monthly — so it comes as no surprise to learn they feel relaxed at work, giving an 82% positive score for not being under too much pressure (the third best rating for this overall), 80% for workloads being fair (the highest score in the survey), and 84% for not having stress-related symptoms in the past year (sixth best).

The company tries to run shift patterns to suit staff needs and people appreciate it, giving an 82% positive score for realistic deadlines. And if someone has worked for the company for more than 12 months they will be offered both time and funding to support any training interest they may have to develop themselves for a further career — from an Open University course to floristry skills. Unusually, it seems okay at Call Connection to have aspirations in another sphere.

Employees are pleased on the whole with their pay and benefits, returning a 90% positive score, another top score across all 100 best companies. They say the firm tries to help its staff (85%) and that they feel paid fairly in comparison to others (another 90% positive score, top again).

Senior managers actively demonstrate a clear open-door policy. Graeme Kalbraier, the managing director, handles an electronic staff suggestion scheme and senior managers regularly walk the call centre floor to catch up with employees. This has produced a committed, loyal workforce who feel they can approach anyone, anytime, concerning any issue.

Staff give managers a 76% positive score for talking openly and honestly with them, 80% for senior managers living the values of the organisation and an 85% positive score for having faith in the person leading the organisation.

Call Connection has developed strong bonds between employees. They have confidence in each other (81%) and are fun to work with (87%). No wonder people would strongly recommend working at this call centre (82%).

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