Unveiled: What are Contact Centres Doing Right Now?

The latest industry report from Call Centre Helper has just landed, and it's packed with some interesting insights.  

The latest industry report from Call Centre Helper has just landed, and it's packed with some interesting insights.  

"What Contact Centres are Doing Now" - jointly sponsored by Sabio Group, lifts the lid on what's really happening in the UK contact centre industry, having been pulled together following conversations with more than 200 contact centre professionals across the country. 

A Snapshot of Contact Centre Evolution 

As we come towards the last few months of 2024 and prepare to dive head-first into the New Year, it's clear that contact centres are riding a wave of transformation. AI is no longer a buzzword but is now a reality, customer communication channels are shape-shifting, and the industry is evolving faster than you can say "chatbot".  

But amidst this whirlwind, one factor remains: the irreplaceable value of the human touch. 

In a CX world dominated by tech, our team at Sabio have always been a supporting voice for the contact centre advisor – so it’s no surprise that we decided to sponsor the ‘Advisor Experience & Engagement’ section of Call Centre Helper’s latest offering.  

We know that advisor experience is the secret ingredient in the recipe for contact centre success. But what’s actually cooking in the world of advisor engagement? 

First up, let's talk about the good, the bad, and...the unchanged. Only a mere 15.3% of contact centres are basking in the glow of “excellent" employee engagement.  

If that number sounds familiar, it's because it hasn't budged an inch since last year. 

And there's more! The leadership skills gap isn't just widening; it's turning into a chasm. A whopping 16% of respondents reckon their managers are lacking when it comes to engaging their team. That's up from 11.1% last year, suggesting some leaders might need to trade their clipboards for a crash course in motivation. 

In addition, and an insight that I must admit had me scratching my head, over half of the contact centres surveyed are blissfully unaware that technology to monitor advisor wellbeing even exists. This tech-shaped hole in their toolkit represents a missed opportunity to support staff and keep them from heading for the exit... 

Speaking of exits, let's chat about the elephant in the room: attrition. The good news? 37.6% of contact centres are a happy unit, reporting no problems with staff turnover. The not-so-good news? A stubborn 38.3% are still trying to figure out how to keep their best talent from jumping ship. 

And, of course, we can't ignore the age-old nemesis of progress: the budget.  

Nearly 60% of respondents pointed to their departmental wallet as a reason why they can’t fully invest in the contact centre. It's a stark reminder that in the quest for better advisor experiences, creativity and cost-effectiveness are worth their weight in gold. 

Looking Ahead: Turning Insights into Action 

The "What Contact Centres are Doing Now" report isn't just a collection of fascinating facts to drop in your next Teams call or office kitchen chat. It's a roadmap for contact centre leaders who are serious about driving improvements during the rest of 2024 and the upcoming 2025 (and beyond). By zeroing in on advisor experience and engagement, you're not just making your team happy - you're creating a ripple effect that touches everything from customer satisfaction to your bottom line. 

Bridging the Gap: The Sabio Perspective 

As a sponsor of Call Centre Helper’s research, our team at Sabio isn't just sitting on the sidelines, we’re in the game. Our team recognise the crucial link between happy advisors and satisfied customers and our suite of solutions and the knowledge we possess as an expert services partner are all designed to tackle these challenges head-on, from AI-powered tools to advanced data-led propositions that offer a window into advisor wellbeing. 

So, don't let your contact centre be the one that's always a step behind – take this opportunity to dive deeper into the findings of this report.