We Are

In 13 prisons across England and Wales

HMP & YOI Bronzefield

HMP & YOI Bronzefield is a dynamic and forward-thinking women’s prison which accommodates a diverse and complex population of women from courts across the South of England.

Bronzefield’s whole purpose is to ‘change lives for the better’ and our contact centre exemplifies that exact ethos, by providing real life work experience that prepares residents for employment upon release.

The contact centre team are reliable, self-motivated and have a professional attitude to their work. Katie, our Team Manager, is very experienced and knowledgeable, and provides intensive support to enable the team to really excel in their roles.

As soon as you walk into the contact centre there is a different atmosphere, it no longer feels or looks like you are in a prison. The most common comment is that ‘it just feels like a call centre’, which has always been our aim. We have a kitchen area to make hot drinks, a break area with sofas and a TV and a digital wallboard to give live updates showcasing team progress. Motivation is key.

There is healthy competition among the residents to see who can get the most transfers or get the most productive hours with incentives running all the time.

HMP Berwyn

Berwyn is the largest prison in England and Wales and is the second largest prison in Europe. Built on a very clear rehabilitative vision, people here are not called prisoners, they are men (or residents now), they live in rooms, on communities, rather than in cells on wings. The concept of Berwyn is based on the ‘principles of normality’ – a theory first raised by Nelson Mandela after his treatment in prison.

Berwyn is still in its infancy and developing but our contact centre is firmly established as a beacon of hope and good practice. The contact centre looks exactly as it would outside and the work expectations are the same. If the team work hard and achieve targets they are rewarded like any other job.

For some, they have never worked before and this is a first. It is a disciplined, high-pressure environment with high expectations, where the men are expected to attend on time, follow instructions and work to challenging targets. The agents are developing skills and a work ethic that will serve them well on release from prison.

HMP & YOI Drake Hall

Drake Hall is a training and resettlement prison in Staffordshire holding approximately 340 adult and young adult women.

The centre operates a full working week teaching team members to be independent, manage their own time and improve their communication skills, confidence, IT skills and product knowledge. The contact centre role is challenging and very much target driven and with the Team Manager’s guidance and support the team are learning how to be patient, self-motivated, determined and how to handle objections and rejection. It provides a positive environment where the women are doing meaningful work that equips them with skills they can use effectively on release.

Amer, Census Life Team Manager said:

“The team at Drake Hall perform extremely well, to a consistent high standard. There is a real sense of togetherness as they share success and coach each other through any challenging situations. The skills the team are learning are transferrable to any industry in the community and they have the confidence and ability to communicate at any level.”

HMP High Down

High Down is an adult male Local Category B men’s prison, with a capacity of 1,112.

High Down is an adult male Local Category B men’s prison, with a capacity of 1,112.

Unlike other workshops in the prison, the contact centre operates throughout the day, replicating that of a real working environment. The skills the team learn are extensive and transferrable, not only for employment on release but to help them during their current sentence. The nature of the work challenges their mindset and encourages them to rethink how they behave and react to others around them.

Relationships have been key to the success at High Down, especially with the support of the Head of Reducing Reoffending, which has enabled us to keep a consistent and stable workforce. Agents in the contact centre are given the chance to undertake a level 2 NVQ Customer Service course. This gives them the opportunity to increase their knowledge and put that into practice in a real-life working environment, building their confidence engaging with members of the public.

Opportunities for progression are provided at High Down, with the chance to become a peer-to-peer trainer. This increases their responsibility and enables them to provide quality training to new starters.

Our Contact Centres