What Women Leaders bring to Contact Centers - Manitoba Customer Contact Association

What Women Leaders bring to Contact Centers

Did you know?

The customer service provided by Contact Centers is a large contributor to business success, and women play a significant role in the contact center industry, helping companies to resolve customer inquiries and maintain customer satisfaction. According to current statistics 77.2% of all Call Center Agents are women, while 17.9% are men. 

Managing the emotional hotspot

Historically, male industries treated some of the "softer" aspects of managing employees—such as their emotion and vulnerability—as a distraction. But customers often call contact centers when they're upset, and employees must de-escalate the situation and be a buffer for all that emotion. If they can't, they are unlikely to be perceived as providing great service, even if they ultimately resolved the customer's issue. And as many people say, customer service is marketing. But beyond that, research shows emotional labor can take a toll, and employees bearing the brunt of it could wind up with health issues. Consequently, an organization's financial health positively correlates with its employees' emotional health.

You have to remember there's a human behind every metric. You have to look at what is going to cause people to no longer provide the best service. Quoted by: Sarah Stealey Reed

Contact Centers are a hub for the relationship between the company and the customer. They're a proving ground for new technologies, including the use of social media and artificial intelligence (AI). And they have to be managed down to fractions of an hour.

Contact Centers have a reputation as a dead-end job, but the agents are everything. No matter what technology a company uses, there's no way to hit your metrics without agents showing up to work, feeling dialed in. That involves a lot of operational planning. It is crucial to have incentives: contests, bonuses, or special outings. It is also essential to ensure there's a budget for training and upskilling opportunities. Someone who begins working in the contact center might begin as an agent, but then earn a scholarship to learn to code and ultimately move into a different department. It’s all about the motivation that inspires people to come to work, and then inspires them to stay.

Women in the Contact Center Industry are continuing to inspire the current and future workforce. To learn more about "Women in Leadership" join us on October 5, 2022 for leadHERship!