Key Takeaways
- Voice of the Agent Research: Highlights the importance of incorporating the agent perspective into customer experience strategies.
- Agent Pride: Over 60% of agents reported feeling proud to work in the contact centre industry, indicating a shift towards a more positive perception of the sector.
- Economic Influences: Steady income is the primary motivating factor for agents entering the contact centre sector, suggesting economic factors play a significant role in career choices.
- Wage Increases: 79% of agents experienced a wage increase in the last 12 months, though there are concerns that this may be more of a box-ticking exercise.
- Reevaluating Compensation: Insights suggest a need to reassess compensation structures, considering the increasing complexity of agent roles.
- AI Ineffectiveness: 56% of agents reported not finding AI useful in their day-to-day tasks, revealing a gap in the effective implementation of technology.
- Work-Life Balance: Agents emphasise the importance of work-life balance, seeking greater control over their schedules.
- Social Activities: Only 38% of agents have ever participated in planned social activities, highlighting a need to foster a more communal workplace culture.
- Emotional Intelligence in Leadership: The podcast discusses the value of emotional intelligence and strong communication in leadership within contact centres.
- Evolving Customer Experience: There is growing recognition of the role of agents as key drivers of positive customer interactions.
- Team Leader Involvement: A call to action for team leaders to involve agents in decision-making processes related to scheduling and technology use to increase engagement.
- Supportive Work Environment: The podcast stresses the importance of maintaining a supportive work environment to enhance employee retention and satisfaction.
Key Statistics
- 60% of agents reported feeling proud to work in the industry.
- 79% of agents received a wage increase in the past year.
- 56% of agents indicated that they do not find AI useful in their roles.
- 38% of agents reported never having participated in planned social activities.
- 46% of agents stated they have little or no control over their schedules.
- Only 6% of agents felt they had complete control over their schedules.
Key Discussion Points
- Collaboration on Research: The collaboration between Martin Teasdale and Ed Chrissie in the Voice of the Agent research addresses the often-overlooked perspective of contact centre agents.
- Cultural Shift: The report highlights a cultural shift in the perception of call centres, with an increasing view of them as valuable rather than simply transactional.
- Economic Impact: The impact of economic factors and the gig economy on agent employment choices is discussed, stressing the importance of steady income.
- Complexity vs. Compensation: There is concern over the disconnect between the increasing complexity of agent roles and their compensation structures.
- AI Feedback: Agents’ feedback on AI highlights the need for organisations to ensure technology supports their work rather than hinders it.
- Organisational Culture: The significance of a supportive organisational culture and planned social activities for improving team cohesion and morale is emphasised.
- Emotional Intelligence in Leadership: Emotional intelligence among leaders is essential for effective communication and management in contact centre environments.
- Agent Needs: Encouraging agents to articulate their needs can lead to improvements in customer experience.
- Holistic Agent Well-being: A holistic view of agent well-being can enhance customer interactions and improve retention rates.
- Scheduling Involvement: Engaging agents in the scheduling process can enhance work-life balance and job satisfaction.
- Human Connections: The podcast underscores the importance of human connections and the social aspects of work in contact centres.
- Effective Team Collaboration: The positive outcomes of effective team collaboration and a supportive workplace are highlighted by personal success stories from industry events.
Podcast Description
The Punk CX podcast, hosted by Adrian Swisco, explores the service and experience space through interviews with entrepreneurs, business leaders, authors, and industry experts. In this episode, Adrian talks to Martin Teasdale from Get Out of Wrap and Ed Chrissie from Calibrio about their recent research, “Voice of the Agent.” The discussion sheds light on evolving perceptions of the contact centre industry, the pride agents feel in their work, the impact of AI, and the importance of fostering a supportive workplace culture. This insightful conversation offers valuable perspectives for senior managers, particularly in the financial services sector, seeking to enhance both customer and employee experiences.
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