Podcast ¦ CX Diaries: Unveiling the Hidden Potential of Contact Centres Attracting and Developing Tomorrow’s Talent with Julia Morgan

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Summary

This podcast episode features an interview with Julia Morgan, South Directorate Manpower, as she discusses her journey into the recruitment part of contact centers and the key trends shaping the landscape of the industry. They also explore the challenges of high attrition rates and the issues faced in recruiting and retaining younger talent.

Key Points:

  • Technology is driving a different behavior in contact centers, rather than driving people out of the industry.
  • Sales is becoming more integrated into contact center roles, including retention and upselling.
  • Attrition rates in the contact center industry are higher than other sectors.
  • Lack of emotional and behavioral training is a key factor contributing to high attrition rates.
  • Career progression and clear communication of opportunities are important to retain employees.
  • Customer satisfaction can be impacted if the right employees are not available to handle customer interactions.
  • Communicating the rewards and recognition system and offering incentives can help offset low pay.
  • The industry needs to create a defined career path and replicate the reward system to retain talent.
  • Stressful working conditions and lack of support contribute to high attrition rates.
  • Gen Z has a different expectation of how they should be treated and a lower tolerance for negative behavior.
  • Engaging Gen Z employees with targets can be challenging, as they are more motivated by their own goals.
  • Working for ethical employers with clear values is important for Gen Z, sometimes even more than salary.
  • The intensifying competition and demographic shifts affect the industry’s ability to attract younger talent.
  • Communicating the variety of calls and potential for growth can help attract younger talent to contact centers.
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Key Statistics:

  • 83% of people leave the contact center industry altogether within three years.

Key Takeaways:

  • Technology is changing the behavior in contact centers, and sales is becoming more integrated into contact center roles.
  • Emotional and behavioral training is important for contact center employees to handle challenging situations.
  • Clear communication of career progression and opportunities can help retain contact center employees.
  • Customer satisfaction can be greatly impacted by the availability and quality of contact center employees.
  • Giving recognition and rewards can offset the low pay in the contact center industry.
  • Creating a defined career path and replicating the reward system can help retain talent in contact centers.
  • Providing the right support and training is critical to reduce attrition rates in contact centers.
  • Gen Z has different expectations and motivations, and they value working for ethical employers with clear values.
  • Competition from other industries and demographic shifts affect the recruitment of younger talent to contact centers.
  • Communicating the variety of calls and potential career growth can help attract and retain younger talent in contact centers.


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