The vast majority of contact centres (93%) reacted quickly to take steps to bolster wellbeing during lockdowns. On the business side 27% offered informal one-to-ones with managers and 26% provided extra rewards, such as more time off. Recognising the need to continue the social interactions that happen inside a physical contact centre 22% provide Team-based online social engagement. 16% launched company-wide social events. With the workforce split between home and office, continuing and adapting these initiatives is vital to both retaining and attracting staff.
4. Greater support to spot mental health issues
Nearly four in ten (37%) of managers said that the inability to detect changes in the moods and emotions of employees working remotely was one of their most significant challenges. Essentially they find it difficult to see when people are struggling in order to step in and provide support and albania mobile phone number reassurance. This in turn increases stress and feelings of isolation for agents. This is an area where technology can help. For example AI-based solutions can analyse calls and flag when agents are showing signs of pressure and stress, or have had a sequence of tough customer conversations. Incorporating basic feedback mechanisms using emojis into post-call wrap-ups also provides information that can be used to judge agent mood and take appropriate action.
Moving forward in 2021 the economy is expected to grow, opening up new employment opportunities and making good staff more difficult to find. Contact centres therefore need to put in place the right strategy and tactics to ensure that they retain and attract the staff they need, rather than risk the damage that high retention rates and churn can cause to customer service and their wider business.