Project Description

There are increasing pressures on organisations running contact centres. Average attrition is 22%, absence is 7%, and agent utilisation is 57%. Moreover, in many regions there are labour market pressures so that wages are on an inflationary spiral. Lastly, and most importantly, All key HR metrics declined from 2003 levels but given the reduction in people investment, this decline is not surprising”.

Customers are increasingly discerning and the expectation is that customer service standards need to continue improving. In addition, most businesses in the market provide vastly similar offerings – the only thing which can distinguish them is to offer better quality and recognisable service. This requires CSRs who are skilled with the technology, systems, can cross-sell and up-sell, and most importantly have the interpersonal skills with which to empathise, make the caller welcome and provide a positive experience.

CSRs are involved in a form of emotional labour in which they must demonstrate interest, enthusiasm, energy and understanding. Balancing these demands with the specifications of call duration, wrap up and other performance measures can result in considerable pressure resulting in increased turnover, absence and low levels of job satisfaction.

One effective response to alleviating these pressures is to enhance the skills of the workforce by developing their levels of emotional intelligence. The Leonardo CONTAKT project has carried out literature reviews in the UK, Ireland, Netherlands and Sweden. It is adding to these findings with 15 case studies of training involving four universities in the above countries and also the CCA. When the case studies are complete training materials will be developed focusing on emotional intelligence.