Poor IT stresses contact centre workers

UK-based contact centre workers see poorly performing IT as more stressful than customer complaints, according to research from YouGov.

UK-based contact centre workers see poorly performing IT as more stressful than customer complaints, according to research from YouGov.

The Voice of the Contact Centre Agent research project, commissioned by consultancy Sabio, showed that 48% of contact centre agents said slow, unreliable and poorly integrated IT systems were the most annoying or stressful part of their job.

Of these, 56% said slow systems, with applications crashing and systems freezing, caused the stress. A further 20% said over-complicated processes that were not user-focused were the source of the problem, and 11% blamed poor systems integration and the need to cut and paste between applications.

"We talk a lot about the customer experience, but it is rare that we actually listen to what the contact centre agents themselves are feeling," said Kenneth Hitchen, consulting director at Sabio. "They are an essential part of the customer service equation, and we need to pay them more attention, particularly when it comes to IT where we're not providing them with the tools to do their jobs well."

Hitchen said more than one-third of agents were using five or more application passwords to carry out their daily duties, and 30% of agents spent more than five minutes logging into applications at the start of the day.




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