1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot

Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA Global and HGS UK research

78% of senior customer experience professionals noted the need for better technology and systems to support frontline employees.

Research from CCA Global, in partnership with HGS UK, the global leader in optimising the customer experience lifecycle, digital transformation and business process management, has found that just 40% of contact centre advisors are supported by technology such as artificial intelligence (AI), robotics or chatbots.

Further to this, half of those surveyed reported that the growing complexity of customer interactions has meant the need for supporting technology has never been higher. 50% of respondents said that more complex enquiries lead to increased referred calls to other departments, making the infrastructure for collaborative modes of working and seamless connections across the organisation critical.

The findings were taken from a recent research report that surveyed senior customer experience professionals in contact centres across financial services, public sector and retail businesses in the UK.

Other key findings of the research include:

» Just 16% of respondents reported that they could easily identify the journey customers take across different channels.

» 70% of respondents cited the need for improved training programmes.

» 68% of respondents called for improved induction programmes.

» 74% of respondents reported that investing in technologies or software to support new operating models was a key priority for them moving forward.

Patrick Elliott, CEO at HGS UK said:

“Our research shows a burgeoning gap between the technology available to contact centre customer advisors and the technology that is needed. In order to support the provision of an effective and efficient customer experience, businesses must look to harness the capabilities of a digital-first approach.

“With the shift from office-based work to working from home came huge changes in the way we work and live, and it increased the extent to which technology supports everyday life. The modern consumer and employee now demands technology that can effectively and quickly meet their needs in everyday interactions.

“The results of our research suggest there is work to be done in this area and many businesses are still catching up to these demands. Where possible, targeting investment towards uniting self-service and live channels will ease the growing pressure on employees and demands from customers.

The research also revealed that 82% of respondents make it a key priority for their teams to move customers to digital and self-serve channels where appropriate in the near future.

Elliott concluded: “The move towards a digitally supported customer experience should be crucial to those looking to provide the best service for their customers. Those that don’t will soon feel the consequences as both consumers and employees seek to have their evolving needs met.”

CCA Chief Executive Anne Marie Forsyth commented:

“It is clear from this new research, ensuring front-line colleagues are supported with the right technology, systems, and support regardless of where they are working, is top of mind for the businesses in our network.

As we refine and hone operating models, those on the front-foot with staff engagement, who use smart tools and practices, will build advantage in responding to customers.”



To download the full report, Thought Leadership, published by the CCA in conjunction with HGS UK Click Here

A leader in optimising CX, HGS UK helps our clients become more competitive every day. We provide world-class customer care and digital innovation for contact centre operations locally and globally. Our solutions ensure high quality conversations, in the customer channel of choice, resolving contacts the first time, all underpinned by great people, cloud technology, digital innovation (automation, analytics, and artificial intelligence), and a collaborative partnership to optimise and future-proof.

HGS UK has over 3,000 employees making a difference to some of the world’s leading brands, and central and local governments.  Although locally managed, we are part of the HGS group, a multi-million dollar business, bringing global best practice, backing, and investment. Globally, HGS has over 23,000 employees across 33 delivery centres in seven countries. For the year ended March 31, 2022, HGS had revenues of US$ 779 million, including from the recently divested Healthcare Services business.

For additional information on HGS (UK) visit their Website

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