Tomorrow's Contact Centres

With the multimedia contact centre comes the need for multidisciplinary agents that have more than just a good telephone manner and a happy personality.  Agents in the modern contact centre need to have negotiation skills, typing, written literacy and brand communication all coupled with comfort when dealing with technological advancements that can leave even the best of us a little tense. The contact centre industry has developed significantly over the last few years – even the term ‘contact centre’ is now widely recognised and used in mainstream society.  Most customers are aware of what a contact centre is and does, however their understanding does not extend to the magnificent and technologic super-houses that really exist at the other end of the phone.

Considering that first time agents must come from this main stream then it is up to you as an organisation to identify early their level of comfort with the future technological advancements.  A great example of this may be video streaming or face-to-face kiosks.  If either of these is to be considered in the near future then they must also take an active role in your recruitment process.

In a relatively short period of time we have experienced a revolution: now we need to prepare for the evolution, from call to full customer management centres.  With every evolution there is a learning curve that must be established and overcome.  If ‘your people’ are ‘your future’ then ensure that you start building a team now that can work with the evolving organisation and not against it.   Organisations are investing in state-of the-art technology, superb visually pleasing building and vast expansion plans, but investing in the skilling of its people isn’t at the forefront of most business plans.  In some contact centres, agents may be expected to handle telephone, then conduct a series of Internet responses, followed by an eye to eye contact with customer via a PC cam or from a video booth.  This may sound like a sci-fi film to some, but to the emerging contact centre it is today’s reality.

This is not to say that technology is a deterrent it just must be considered when you want to recruit and retain the best of the best in your operation.  With the introduction or the redevelopment of a contact centre operation, many organisations, if positioned correctly, can now offer career opportunities that have not been available until recently.  If utilised correctly this can begin to promote a development path to staff and ultimately take control of staff attrition.  Gaining staff that is not IT shy can mean that this ability for diversity will be embraced at an early stage and will assist in the contact centre reaching its objectives.  However to create this positive path organisations must recognise the core competency that is required and develop staff and trainees accordingly.

A review of recruitment process and IT requirements may reveal the need for a variety of new training and selection techniques.  IT is not all about the wires that connect us, it is also about giving us new avenues of communications.  Emails require a different skill set than the telephone.  Writing skills are crucial in using this medium and will need to be identified before the agent is given this as part of their job function.  Do not be left having to reinvent the wheel with each new technological advancement – plan early and plan ahead.

The need for well-trained and adaptable staff that can work with the IT advancements in the world of today is imperative to the success of contact centres.  We have some major challenges ahead however, I look forward to seeing how the industry embraces and plans for the future of customer communication.  The key is to incorporate your future IT requirements with your recruitment process today and to work with your current staff to ensure they are motivated to take on the new and exciting contact centre of tomorrow.