When companies research elements in the contact center industry, they often focus on elements that either drive or hinder productivity and efficiency. Things like staff turnover, working conditions, employee salaries and call resolution are often studied to gain an understanding of the impacts of such elements on the performance of the contact center.

 

Studies have also focused on an entire region or country to get a clear picture of the contact center industry in that area. Datapoint did just that on contact centers in the United Kingdom. This particular company studied contact center environment and facilities; support, training and development; and technology.

 

Datapoint also studied UK contact centers to learn the basic demographics of contact center agents and how long they worked in their current center. Through its research, the company discovered that 62 percent of contact center agents in the UK are women and were 39 percent more likely to be between the age of 18 and 25 than over the age of 46.

 

This research also revealed that older contact center agents are more likely to stay in their jobs longer than those of the younger generation. In fact, 50 percent of 36-45 year olds and 83 percent of those over 46 have been in their jobs for more than two years. Datapoint sees this as an indication that contact center work remains attractive and fulfilling for workers in the later stages of their careers.

 

The working environment is an important element to study in the contact center industry as it can have a great impact on turnover and productivity. This research found that 74 percent of agents surveyed felt that they were provided with excellent or very good working conditions. Only 26 percent responded that the environment had little impact or a negative effect on how they felt about their job.

 

The good news for UK contact centers is that 71 percent of those agents questioned responded that it was the specific facilities they were provided with that promoted a good atmosphere in which to work. The most common facilities reported were Internet access, a chill out area, parking and training rooms. These facilities are also the four most valued facilities for UK contact center agents, indicating that contact center leaders are in tune with the needs of its employees.

 

These contact center leaders have much to gain by responding to the needs of their agents. Datapoint’s research indicated that when these facilities are provided, agents tend to feel less stressed, can be more organized, productive and proud of their jobs. All of these elements also lead to higher agent satisfaction, which can have a positive impact on turnover rates.

 

Join us tomorrow as we continue to examine this research from Datapoint and the status of support, training, development and technology in the UK contact center.

 

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.