11 Nov Why the contact centre is a HR manager’s silver bullet, says CEO
It’s official: 63% of contact centre managers recruit agents with a view to using them in other areas of their organisation. For the vast majority – an astonishing 97% – the contact centre functions as a talent pool for the broader organisation.
That’s according to the Looking to the Future: The 2013 Contact Centre Trend, Salary & Leadership Report, published by FuturePeople.
“This survey clearly indicates that contact centre agents are hot talent for the broader organisation,” Simonsen says.
“That’s partly because they understand the ins and outs of the business. But it’s also because the agent is becoming increasingly multichannel and emotionally intelligent. They’re not just masters of engaging through technology, they’re masters of reading and interacting with people.
“As a result, the contact centre is really the silver bullet for HR managers – it’s the hotbed of staff who just have so much to offer the broader organisation.”
Simonsen adds that the new report highlights that customers will increasingly want deeper and more meaningful interactions across multiple channels – and that it is agents who are at the coalface.
“As retaining loyal customers becomes an ever more important goal – it’s been well-demonstrated that loyal customers deliver more to the bottom line – then the agent’s role is to deepen and build customer relationships over the whole customer lifecycle. The skills they develop in doing that can be used at all levels of an organisation in years to come.”
It’s not just Simonsen who is thinking along these lines.
Luke Jamieson, Head of Member Services, UniSuper Management, has just won Best Small-to-Medium Call Center in the world at the 2013 ICMI Global Call Center Awards.
In his words, the skills agents learn on the floor are highly valuable. Speaking exclusively to FuturePeople, he says:
“People in customer service are great at talking to people – and other roles in the business need people who can talk to people!”
“In the contact centre you also know the end-to-end business – how to talk to people and negotiate but also the products and processes of the whole business. These are very valuable skills that other areas of the business are looking for.”
These statistics – and many more – are available in the free report, Looking to the Future: The 2013 Contact Centre Trend, Salary & Leadership Report.