Sabio and Avaya Launch Voice of the Contact Center Agent
Sabio and Avaya launch 'Voice of the Contact Centre Agent' - industry's
first major UK research project to focus on the specific needs of the
contact centre agent.
LONDON -- Sabio, the contact centre consultancy
services company, has collaborated with YouGov and Avaya, a leading global
provider of business communications software, systems and services, to
assemble the UK's first ever survey panel of contact centre agents. The aim
is to use this panel to conduct research in the contact centre sector and
represent the views of agents in the delivery of customer service.
Sabio has also launched 'Voice of the Contact Centre Agent', the first piece
of research resulting from this collaboration, which aims to highlight some
of the key concerns facing UK agents, and then looks at how organisations
can address these to help improve their overall customer experience.
Sabio, Avaya and YouGov will announce the results of its 'Voice of the
Contact Centre Agent' research at a senior-level briefing being held at the
Tate Modern in London at 09.30am on Thursday 12th June. At the briefing,
speakers from YouGov, Sabio and Avaya will outline the scope and findings
from the survey of close to 1,000 independently recruited UK agents.
Attendees at the event will receive a free copy of the full research report
worth £295.
YouGov's specialist contact centre agent research panel was formed to help
investigate issues relating to agents' working lives, contact centre
performance and customer service concerns. The panel reflects the size,
geographical spread and market sector split of the UK contact centre
industry, and aims to identify key contact centre agent concerns including
the most stressful parts of the job, their biggest technology frustrations,
as well as information on how long agents actually stay in their jobs, the
types of media they interact with, and how their performance is measured.
Only agents who met YouGov's panel industry sector and demographic profile
requirements were selected to complete Sabio's online survey.
"We believe that our 'Voice of the Contact Centre Agent' survey will be the
industry's first major research project to focus on agent issues, and we're
expecting it to uncover agent feedback that will have a significant impact
on how organisations engage with their customers," commented Sabio's
Consulting Director, Kenneth Hitchen. "The media are always highlighting
issues around customer experience, but don't spend enough time talking about
what's happening at the other end of all those millions of customer calls.
"That's why we thought it would make more sense to start at the customer
service coalface and work backwards, engaging agents to find out - from
their perspective - what good service actually looks and feels like. We
believe it's the quality of the interaction between the customer and the
agent that makes all the difference, and we're hoping that this research
project will help uncover important new directions that will both inform the
industry and provide important feedback for our customers and partners.
We're also convinced that YouGov's distinctive online research approach is
exactly right for this project, and will give us the best opportunity to
find out what contact centre agents are really thinking," he added.
Sabio has commissioned the YouGov project in partnership with Avaya, and
will publish the results of its initial 'Voice of the Contact Centre Agent'
research in June. It is anticipated that the project will evolve into an
annual research programme, building on the data from the initial project to
provide deep insight into the changing views and concerns of UK contact
centre agents.
According to Caroline Gaskin, Consulting Director at YouGov: "Sabio has
played a key role in helping us to develop and recruit our UK Contact Centre
Agent Panel, and we're delighted to be collaborating with them on what we
hope will become an important ongoing research programme. The project is
already well under way, and we look forward to establishing Sabio's 'Voice
of the Contact Centre Agent' as an important piece of industry research with
real longevity."
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