Podcast ¦ Get out of wrap: 244 – Chatting to the Agents at SSCL Sopra Steria

Key Take Aways

1. Frontline customer service agents at sscl demonstrate high levels of engagement, pride, and commitment to helping customers, often viewing their roles as meaningful contributions to society.
2. Apprenticeships combined with on-the-job experience provide agents with both practical skills and theoretical knowledge, fostering confidence and professional growth.
3. Empathy and assertiveness are central to effective customer service, especially when handling challenging or emotionally charged calls.
4. Supportive team environments and strong leadership are key to employee retention and job satisfaction within contact centres.
5. Opportunities for internal development, such as training future team leaders and participating in projects like process improvements and technology trials, are actively encouraged.
6. Hybrid working models are well-received, offering flexible working arrangements that balance remote work with social engagement in the office.
7. Personal resilience is built over time with support from colleagues and managers, enabling agents to handle difficult conversations and emotional calls.
8. Clear communication, including asking for clarification and managing call control, enhances service quality and customer satisfaction.
9. The industry’s reputation relies heavily on the human element—listening attentively, demonstrating understanding, and building rapport are prioritised.
10. The relationship between operational and leadership teams fosters a culture of support, development, and continuous learning.
11. Career progression paths are recognised and accessible, with agents aspiring to roles in team leadership, project management, and specialised operational functions.
12. Staff well-being is integrated into the organisational culture, with initiatives like health and equipment support ensuring a positive working environment.

Key Statistics

• Apprenticeship duration: Less than a year, with completion celebrated recently.
• Staffing support: Agents receive dedicated time for apprenticeship coursework, support from team leaders, and exposure to cross-team opportunities.
• Hybrid working: Employees typically work three days from home and two days in the office, with planned periods of full-time remote work during the year.
• Survey of support: Staff describe sscl as “incredible” and “very supportive”, with managers approachable and empathetic.
• Training engagement: New starters report feeling fully supported during onboarding, with ongoing mentoring from managers like Tracy and Katie.
• Personal development: One agent completed an internal yellow belt project focused on process improvement, highlighting proactive engagement in continuous improvement.

Key Discussion Points

• The critical role of empathy and assertiveness in delivering effective customer service.
• The value of apprenticeships in developing skills while earning, especially in customer-facing roles.
• The importance of a team-oriented culture in fostering employee satisfaction and retention.
• The positive impact of flexible hybrid working models on work-life balance.
• The significance of ongoing support from managers in navigating challenging calls and emotional situations.
• The opportunities for internal career progression into leadership, projects, and specialised functions.
• The benefit of cross-team exposure and shadowing to broaden understanding of organisational functions.
• The influence of a person-centred approach on customer satisfaction and wider societal impact.
• The importance of structured onboarding and continuous training to build confidence and competence.
• The role of organisational recognition and celebrating milestones, such as apprenticeship completions, fostering morale.
• The potential for internal process improvements through staff participation in projects.
• The need to develop resilience among agents to cope with emotive calls and uphold high service standards.

Podcast Description

This podcast offers an insightful exploration into the experiences of frontline customer service representatives in a major contact centre within the financial services sector. Through personal narratives and professional reflections, it highlights the pivotal role of empathy, support, and continuous development in delivering outstanding service. Discussions encompass apprenticeship programmes, technological advancements, hybrid working, and career progression, illustrating how organisational culture and leadership influence staff engagement and customer satisfaction. Designed for senior managers, the series underscores the importance of fostering a people-centric environment to drive operational excellence and societal impact.